Approach to Counselor Training

Instructor Workshop 2011 1

Approach to Counselor Training

Training Guide -Process Based training Principle of Adult Learning Interviewing techniques Supporting documentation Training plans - new/returning

counselors Alternate training plan Training approach Documentation Available




PREPARATION FOR COUNSELOR CLASSES


PREPARATION FOR COUNSELOR CLASSES



Power Point Slides Process based tax training Updated for 2012 Individual modules & consolidated

modules Integrated with Pubs 4491W References to Pub 4012, Pub 4491 &

Pub 17



ADULT LEARNING MINIMIZE THEORY

USE PRACTICAL DISCUSSION

INTEGRATE NEW IDEAS WITH EXISTING KNOWLEDGE

REALISTIC PRACTICE PROBLEMS



ADULT LEARNING START SIMPLE

PROVIDE FEEDBACK

CHALLENGE BUT NOT OVERWHELM

SELF-ESTEEM IMPORTANT


SCREENING &INTERVIEWING

Pub 4491 Lesson 2Pub 4012 Intro, Tab A

Tabs 1, 7-9, 13Form 13614-C(Intake/Interview & Quality Review Sheet)


5-STEP INTERVIEW PROCESS

Cultivate a comfortable environment & put taxpayer at ease

Use active listening skills Review taxpayers responses to

intake questions Work with taxpayer to complete

critical questions Advise TP of the next steps


EFFECTIVE INTERVIEWING 4012 Intro

Speak clearly, simply, and loud enough Build rapport, LISTEN Reassure the client (“I understand”) Ask effective questions, eg, probing

and open-ended Allow the client time to respond Involve the client in the process


INTERVIEWING:KEY QUESTIONS

Living Situation Who lives in house/apartment? # of months each in home? Relationship? Dependent?

If married, lived together when?


PRESENTATION KEYS TO A GOOD PRESENTATION

ENTHUSIASM

SPEAK CLEARLY

LOUD ENOUGH TO BE HEARD

TALK AT AUDIENCE – NOT DOWN TO THEM


SUPPORTING DOCUMENTATION

Pub 4012 Volunteer Resource Guide Pub 4491 (hard copy or CD)

Training Guide Pub 4491W Comprehensive

Problems & Exercises Pub 17 Your Federal Income Tax

Guide Pub 6744 Volunteer Test/Retest


Certification Requirements All volunteers must attend presentation

on Standards of Conduct, pass the standard of conduct test (80%) and sign Form 13615 Standards of Conduct Agreement

All counselors must attend training & pass basic, intermediate and advanced test (80%) and prepare 4 exercises assigned by instructor


Counselor Certification Process

Preferred: Take test on L&L, print out results (printed on form 13615), sign and provide to instructor or LC. Instructor or LC reviews 4 exercises completed by counselor and resolves any errors

Can take test manually using Pub 6744 and provide answer sheet to instructor or LC for grading.


Take the Test On L&L All counselor can certify on L&L Problems can be prepared on

Practice Lab, TWO or desktop Form 13615 Volunteer Agreement

can be printed when test completed Biggest Advantage – Instructor

don’t have to grade test See document [Take the Test Using

Link & Learn (11/14)


Counselor Certification Continued

Lead instructor should collect Form 13615 and inform LC of certified counselors

All Form 13615s must be signed by instructor & a copy submitted to Sandy Liska either by mail, fax or email.

8103 E Southern Ave Lot 73 Mesa AZ 85029-3508 480-380-1505 [email protected]


Counselor Certification Continued

If LC grades the test and has the counselor sign Form 13615, the form should be signed by the LC, a copy sent to Sandy and the instructor should be informed.

The Form 13615s should be retained at the local level until the end of the season

Sandy will provide the list of certified counselors to the IRS


Training – New Counselors

Use training slides (ReadMe) See sample plans – Extranet - Training

Use Link & Learn – For training & taking test Any training should reference Pub 4012 Use 4491 Any training should use 4491W exercises Prepare 4 exercises as part of certification Successfully complete test and sign 13615


2012 New Counselor Training Plan Example


2012 New Counselor Training Plan Example


2010 Returning Counselor Training Plan Example


Use TWO for Training

Desktop and TWO EROs can setup TWO Training for counselors

Must use Internet Explorer All counselors required to

complete 4 exercises using TW


Recommended Exercises Baylor – Military retiree, wife has died,

caring for grandchild, div, pension, SS, and itemized deductions

Fleming – Divorced woman, 2 kids, INT, IRA, pension, self employment, W-2, EITC

Sterling – Retired couple, INT, DIV, stock sale, pension and SS

Kent Comprehensive – Most everything except EITC. Line by Line answers


Alternate Training Option New policy for new or returning

counselor who cannot attend classes. Must obtain permission from lead

instructor to self study via L&L No more than one half training via L&L Must attend at least ½ standard

training in person See “Alternate Training Option” on

extranet


RETURNING COUNSELOR TRAINING EVALUATION – 2011

Was the class worth the investment of your time?

What subject was most important to you?

What subject wasn’t covered that you would have liked to have covered?

What could be improved? Other comments


Other Training District must decide approach to train

ERO’s. Reference ERO Presentation on

Extranet As a minimum, a mentor (experience

ERO) should be assigned to any new ERO

Client Facilitator and any other volunteer must pass Standards of Conduct test

Reference Client Facilitator training on the Extranet


Reference Material on Extranet 2011 Training Guide Power Point Training Slides Client Facilitator Training ERO Training Volunteer Standards of Conduct Volunteer Standards of Professionism Volunteer Certification Process Alternate Training Options Taxpayer Information and Responsibilities Volunteer Portal - Overview


Reference Material on AZ Web Site

1099 SSA Lump Sum Payment Arizona Return Requirements Duck Book TWD & TWO Flow Chart Dependents/Exemptions HAS Training Sch C Training Test Using L&L Use Form D19597 to Track efiles Volunteer Certification Process P4961 Volunteer Stds Of Conduct

Training

2011 Regional Meetings – St Louis

AARP Tax-Aide Volunteer Portal

34 2011 Regional Meetings – St Louis

A web-based and centralized access point that provides a single and secure access to All AARP Tax-Aide Information, Applications, Databases and Reporting•Accessibility based on volunteer title and other requirements•Simplification and consistent presentation of the forms, tools and interfaces used for data entry, search and reporting

Training Materials on the Portal and all applicationscan be found on the Extranet Training Tab

http://assets.aarp.org/www.aarp.org_/taxaide/www.aarp.org/sk/taxaide/training.html

http://assets.aarp.org/www.aarp.org_/taxaide/www.aarp.org/sk/taxaide/training.html


Future Portal ApplicationVolunteer ShareNet (Formerly Extranet)

35 2011 Regional Meetings – St Louis

• Move Extranet contents currently open to the public and maintained by AARP IT to secured and easy to use interface to be called “Volunteer ShareNet”

• Contents can be updated by Tax Aide staff at any time• Access to the contents is determined by the user’s volunteer positions• Systems maintained in parallel during transition

Volunteer ShareNet in PORTAL

EXTRANET


Sample Volunteer ShareNet Screen



Portal Registration Roll Out

• Portal registration requires all AARP Foundation Tax-Aide Volunteers to have a unique email address.

• E-mail address may not be shared with another volunteer, AARP member or AARP. org registered user.

• ADS and National Office will assist in case of a conflict with E-mail addresses.


Portal Pre-Registeration

• Volunteers who are not already registered by the listed dates below will be pre-registered by the National Office using their existing VMIS Tax-Aide E-mail address as the Login ID.All Leaders – 12/31/11All Existing Non-Leaders – 1/15/12All New & Returning Volunteer – 2/15/12

• Volunteers will be provided with a Password by E-mail upon registration.


That’s All Folks!

Questions??

Documents

Approach to Counselor Training