I&F
What does I&F stand for
Intake and Forms
Do you need to authenticate a client in salesforce when they are calling back to reschedule, cancel, or confirm an appointment?
Yes, we must authenticate the client before disclosing any details.
What if we do not have the clients preferred time and date for a tax appointment, what would we recommend?
We recommend calling back at a later time to see if more appointments are loaded.
What is the program name for the free tax service?
VITA
What is our team channel named?
CalEITC and VITA Questions
Where do you find the I&F for CalEITC?
Income and Benefits Domain
Do you need to complete a I&F when rescheduling or canceling an appointment?
No, you will only need to complete a I&F when screening a client initially.
What are some helpful items to put in the appointment notes:
This is a great place to carry over important information that the VITA site might want to know. For instance- disability, language barriers, multi year return, etc.
When does the IRS start accepting tax returns?
Monday, January 24th
How do you find the team channel?
By clicking the "TEAMS" icon on the left of the teams window.
Why is it important to ask all the questions in the intake and form?
This helps us gather data to better understand our community and improve on ways to serve them
What information should you include in the I&F notes when rebooking or canceling a tax appointment?
New booking details or a note indicating the appointment is canceled
What type of appointments are offered on the map scheduling system?
In Person -English & Spanish, Drop off, Drop in, and ITIN
What does the acronym VITA stand for
Volunteer Income Tax Assistance Program
When would you send an escalation?
No Show Appointments by the VITA tax site.
• Clients who have not heard back after they have completed their tax appointment have concerns with their tax return completion.
Clients who have not received a copy of their completed taxes.
• Client experience concerns.
• Concerns with potentially incorrect tax preparation (missing income, typos, etc.)
The last question in the I&F offers a follow up, who would we offer this to?
vulnerable population: those over 50, those with children, and those with disabilities.
What items do we need to manually enter in the cancel/reschedule excel sheet?
NONE :)
When would you book a client an ITIN appointment?
When the client needs help applying or renewing their ITIN application.
What is the income cap for the use of VITA
60,000
What is ECHO?
What is information are you required to input before moving forward with the CalEITC I&F
Tax Filing Status
If the client wanted the text/email confirmation resent, what steps can they take?
Text FINDMYBOOKING to 211-211
What is the difference between Session A and Session B within the sites booking tool?
Session A is appointments that start on the hour
Session B is appointments that start on the half hour.
What does the acronym ITIN stand for?
Individual Taxpayer Identification Number
How do I know once my taxes have been filed or accepted by the IRS ?
Clients can visit the IRS website below or call the IRS at 800-829-1040 (7 a.m. to 7 p.m. local time) https://www.irs.gov/refund
(In escalation desk aid, on when not to send an escalation)