Limited-Term Employment & Volunteer Requirement:

This position is allotted 300 hours of limited-term employment during the tax season, beginning no sooner than December 1. As part of this role, this position requires the completion of specified volunteer hours, as needed, during the tax season.

General Summary:

The VITA Program Coordinator oversees the operation and administration of the Goodwill Volunteer Income Tax Assistance (VITA) Program, including site operations, staff and volunteer coordination, training, quality assurance, taxpayer services, reporting, and program compliance. This position supervises Site Coordinators, Quality Reviewers, and volunteers to ensure the successful delivery of accurate, efficient, and accessible tax preparation services in accordance with IRS VITA program requirements and organizational standards.

Principal Duties & Responsibilities:

• Oversees VITA program operations by supervising Site Coordinators, Quality Reviewers, and volunteers to ensure the effective and efficient delivery of services across all VITA sites.
• Ensures program compliance by overseeing adherence to IRS VITA program requirements, including Quality Site Requirements, Volunteer Standards of Conduct, taxpayer privacy and confidentiality, volunteer certification requirements, and other applicable regulations, policies, and procedures.
• Oversee program quality assurance by coordinating with Quality Reviewers and Site Coordinators to support accurate and effective tax preparation services and address program concerns as they arise.
• Manages the relationship with the local IRS office and Stakeholder Partnerships, Education and Communication (SPEC) by maintaining communication with IRS representatives, coordinating program-related questions and requests, and serving as the organization's primary liaison for VITA program matters.
• Communicates program requirements and updates by monitoring relevant IRS guidance and program changes and communicating revisions, procedural updates, and other pertinent information to staff, volunteers, and other appropriate parties.
• Coordinates program audits and reviews by preparing for and supporting IRS, grant, financial, and other external audits or reviews; providing requested documentation and information; and coordinating responses and follow-up activities as needed.
• Coordinates VITA site operations by identifying and securing tax site locations; establishing site schedules, days, and hours of operation; supporting Site Coordinators in planning and conducting VITA clinics; and traveling to clinic sites as needed.
• Coordinates taxpayer services by promoting exceptional client experience, serving as a knowledgeable resource for staff and volunteers, overseeing the client scheduling process, responding to routine telephone and email inquiries, and serving as the escalation point for questions, concerns, or issues that require additional guidance or resolution.
• Coordinates staff and volunteer training and development by supporting recruitment, training, certification, and retention efforts; ensuring required training and certifications are completed and documented; coordinating training and study sessions; and providing or arranging ongoing guidance and assistance for staff and volunteers.
• Manages staffing and volunteer coverage by monitoring schedules developed by Site Coordinators and ensuring appropriate staffing and volunteer coverage for each location and shift.
• Manages VITA equipment, supplies, and resources by overseeing distribution, collection, inventory, security, and appropriate use; submitting purchase requests as needed; and ensuring resources are available to support program operations.
• Maintains program records and taxpayer documentation by overseeing the secure handling and timely filing of required documentation within the organization's document management procedures and maintaining accurate records to support program operations and compliance.
• Oversee program data and reporting by maintaining software, records, and reports; preparing ad hoc reports; and submitting accurate and timely IRS, grant, program, and satisfaction survey reports as required.
• Coordinates Financial Education and Asset Building (FEAB) services in conjunction with the VITA program and organizational goals.
• Coordinates volunteer recognition activities, including the end-of-year volunteer recognition event.

Knowledge, Skills & Abilities Required or Preferred:

• VITA Program Knowledge: Working knowledge of VITA program requirements, IRS regulations and guidance, taxpayer privacy and confidentiality requirements, and volunteer certification standards; or the ability to acquire this knowledge within a reasonable period.
• Tax Knowledge: Knowledge of or demonstrated ability to learn federal individual income tax concepts, tax preparation procedures, and applicable VITA tax law requirements.
• Program Coordination: Strong organizational and time-management skills with the ability to coordinate multiple sites, schedules, staff, volunteers, deadlines, and program requirements simultaneously.
• Leadership & Supervision: Ability to effectively supervise, coach, support, and motivate staff and volunteers with varying levels of experience and knowledge.
• Communication & Customer Service: Strong verbal and written communication skills with the ability to provide clear guidance, establish positive working relationships, and respond professionally and patiently to internal and external customers.
• Problem Solving & Judgment: Ability to assess situations, resolve routine issues, identify when matters require escalation, and make sound decisions within established policies and program requirements.
• Compliance & Confidentiality: High level of integrity and accountability with the ability to safeguard sensitive taxpayers, financial, employee, and organizational information and maintain accurate documentation.
• Technology & Data Management: Ability to learn and effectively use tax preparation software, scheduling systems, the Document Management System (DMS), Microsoft Office applications, and other technology used to support program operations, reporting, and communication.
• Adaptability & Continuous Improvement: Ability to adapt to changing IRS requirements, program needs, technology, and operating conditions while identifying opportunities to improve program quality and efficiency.
• Bilingual: Bilingual proficiency is a plus but not required.

Travel Required: Ability to travel up to 50%.

Required education and/or work experience:

• Associate degree or bachelor's degree in accounting, finance, business administration, or a related field preferred; or an equivalent combination of education and relevant work experience
• Previous experience preparing individual income tax returns strongly preferred.
• Experience coordinating program operations, including managing schedules, processes, documentation, and multiple priorities.
• Previous experience supervising, training, coaching, or coordinating staff and/or volunteers.
• Experience working with compliance requirements, audits, reporting, or preferred regulated programs.
• Experience working with confidential financial or personally identifiable information preferred.
• Must attain and maintain IRS VITA certifications appropriate to the position, including:

- Volunteer Standards of Conduct 

- Intake/Interview/Quality Review

- Basic Tax Law

- Advanced Tax Law 

- Site Coordinator

Description of physical working environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to maintain a stationary position to be able to operate a computer and other office equipment, mostly indoor office environment.
• Must be able to clearly communicate, identify, analyze, and assess details.  
• Ability to move freely throughout our facilities and lift, push or pull up to 20 lbs.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity Employer:

Goodwill of South Central of Wisconsin provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

 At Goodwill of South Central Wisconsin, great work starts with great people. We foster a positive workplace where employees are valued, empowered to grow, and connected to a mission that strengthens our communities. 

For a complete position description or questions, please contact People and Development Manager, TuVayra Terwilliger, at tterwilliger@goodwillscwi.org or (608) 852-8421