About the Organization

Tulsa Responds provides free one-on-one navigation services to Tulsans who qualify for federal assistance programs such as free tax filing through the IRS Volunteer Income Tax Assistance Program (VITA), Medicaid/SoonerCare enrollment, free financial counseling (FEC), and SNAP benefits. Our work is funded by the George Kaiser Family Foundation, nonprofit grants, and federal funds.

Position Purpose

VITA Interns support Tulsa Responds' mission to provide free 1:1 tax preparation services to low-income households. Our interns provide exceptional customer service while meeting IRS requirements. This position reports to and is supervised by VITA Team Leads. 

Responsibilities / Essential Duties

Interns will be trained and certified to help with all operations at Tulsa Responds tax sites from intake & interview to tax preparation and miscellaneous client needs. They work closely with a team and Site Coordinator to ensure every client gets through the process smoothly.

On-site responsibilities include:

IRS Certification and Training

• Complete in-person training led by an experienced, IRS-certified trainer
• Successfully complete the IRS-required certification exams.

Intake & Interview

• Greet clients and explain the filing process
• Verify clients have necessary documentation and identification, ensure they meet the IRS guidelines for our program
• Conduct client interviews following Tulsa Responds guidelines
• Assist clients with completing paperwork
• Check clients in
• Schedule new appointments or reschedule existing appointments as needed

Tax Preparation & Benefit Screening

• Prepare clients’ tax returns using TaxSlayer
• Consult the IRS handbook or the Site Coordinator as needed
• Screen clients for additional benefits
• All interns’ work will be quality-reviewed by a seasoned tax preparer before it’s transmitted

Quality Review

• Review the prepared return to ensure accuracy
• Have the client approve and sign their completed return
• Print & transmit the return
• *Note: Interns gradually work their way to becoming quality reviewers towards the end of the tax season after demonstrating proficiency as a tax preparer Client assistance:
• Aid clients in retrieving materials needed for tax preparation
• Navigate IRS.gov and ID.me to help clients obtain Identity Protection PINs and set up payment plans
• Call the Health Insurance Marketplace to help clients retrieve their 1095-A forms
• Contact employers and payers to help clients retrieve their income documents and other tax forms
• Assist Site Coordinators with tax return rejection resolution 
• Help clients open affordable bank accounts to receive their refunds in direct deposit
• Make appointments and referrals for clients

Team Check-ins & Meetings

• Attend daily check-ins with the designated site coordinator
• Participate in weekly all-hands meetings to stay informed about organization-wide updates
• Join monthly team-building events (optional)

Additional Tasks during Tax Prep Downtime

• Support with site setup/tear down and maintenance
• Help with other organization needs as they arise

General Expectations:

• Be courteous, friendly, and empathetic to all existing and potential clients; refer complaints or disgruntled clients to the site coordinator or team lead in a polite manner, taking care to not escalate emotions.
• Uphold and operate within policies and procedures outlined in the VITA handbook
• Gather helpful feedback from clients and relay that information to team leads
• Communicate issues with processes and client concerns to team leads
• Take initiative when needs arise; proactively communicate to the Site Coordinator or team leads if you have completed all tasks assigned.
• Meet proficient scores in all Quality Assurance checks
• Available to work at least 10 hours per week during regular staffing hours of 10 am - 9 pm, Tuesday through Friday, and Saturdays from 10 am - 3 pm. 
• Note: This is a grant-funded program, and costs must be kept low to ensure the continued funding of the program. To this end, some work shifts will be canceled or will end early depending on the number of scheduled appointments. Leadership will do their best to communicate these changes by the end of the previous workday; interns who are unable to meet the 10hr/wk requirement due to a canceled shift will not be negatively impacted. 

Education and Experience

Tulsa Responds encourages candidates from diverse backgrounds, including those with diverse professional experience, to apply for this role. Based on research, we know that women and people from underrepresented groups often only apply to jobs if they meet 100% of the qualifications. Since no single candidate will ever meet every requirement in the exact ways listed, we encourage applicants to apply if they feel that their professional experience aligns closely with the job description above and their application reflects most of the qualifications below.

• Proficient in Google Suite or Microsoft Suite (preferred)
• Experience in a customer service setting (preferred)
• Experience collaborating on initiatives and projects with a team (preferred)
• Experience working in a collaborative effort (preferred)
• Bilingual in Spanish and English (preferred, not necessary)

Skills and Abilities

• Empathy: Our work involves supporting low-income families and individuals facing challenging circumstances. Empathy, compassion, and a spirit of altruism are essential traits for success at Tulsa Responds.  
• Customer Service Oriented: demonstrates the ability to offer high quality and positive service to clients from diverse populations experiencing adverse situations; maintains a positive, professional attitude with clients and colleagues.
• Tech Proficiency: Ability to quickly learn and adapt to new platforms and software such as Slack, Google Apps, and Taxslayer.
• Communication: Strong verbal and written communication skills.
• Attention to Detail: A keen eye for detail to ensure accuracy and quality in all tasks and projects.
• Multitasking: Ability to handle multiple tasks at the same time with minimal errors.

Physical Requirements

• Extended periods of sitting: The position requires prolonged periods of sitting at a desk or workstation, analyzing and processing tax-related information. The ability to remain seated for extended durations is essential.
• Manual dexterity: Strong manual dexterity is necessary to handle documents, and operate calculators, keyboards, and other equipment accurately and efficiently. It is preferable that the applicant can lift 30 pounds unassisted (for site setup). 
• Visual acuity: The ability to maintain clear vision is vital for reviewing and verifying numbers, data, and tax documents. This includes reading the fine print, identifying errors or discrepancies, and ensuring accuracy in all tax-related information.
• Focus and concentration: This position involves dealing with regulations, calculations, and financial information. The ability to maintain focus and concentration for extended periods is crucial to ensure accuracy and minimize errors.
• Stress management: The role of a tax preparer can be demanding, particularly during peak tax seasons. The ability to handle and manage work-related stress effectively is essential to maintain productivity and accuracy.

While reasonable accommodations can be made to meet certain physical requirements for individuals with disabilities, candidates need to possess the ability to fulfill these requirements without posing a threat to themselves or others in compliance with applicable laws and regulations.

Hours and Location

• The main office for this position is located at the Tulsa Responds Office (2174 S Sheridan Rd, Tulsa, OK 74129). However, we operate at additional locations throughout the city, you may work at these other sites on staffing needs and your preferences:
• Martin Regional Library
• 2601 S Garnett Rd, Tulsa, OK 74129
• Parent Resource Center
• 525 E 46th St N, Tulsa, OK 74126
• South Tulsa Community House
• 5780 S Peoria Ave, Tulsa, OK 74105
• YMCA Hutcherson Branch
• 1120 E Pine St, Tulsa, OK 74106
• Our operating hours during tax season (January-April) are Tuesday to Friday from 10 am - 9 pm and Saturday from 10 am - 5 pm. The intern’s 10-hour, weekly schedule will depend on their preferences and availability. 
• This role may involve local travel to different events or worksites.

Additional Requirements

• Candidates for this position must have a reliable source of transposition available to and from their shift. This source must remain accessible and functional throughout the workday.
• Valid Driver’s License (if driving)
• Current Car Insurance (if driving)