Customer Support Volunteers

• 2025 End-of-shift Volunteer Survey linked here!
• "Computer links" doc (found on volunteer laptops) linked here

P+P Manual

• Customer Support Volunteer Manual
• Customer Screening Tool

Resources in clinics:

• Schedule a time to meet with the FAIR team: tinyurl.com/priority-fair
  • Use this link to schedule a time for a customer to meet with the FAIR team to open a bank account, learn more about banking, or learn more about credit building options. If you're scheduling this appointment for a customer who wishes to hold back their return and use a new bank account for direct deposit, please indicate this in the notes/goals for appointment section.

Training

• for new Customer Support Volunteers
  • CSV 1 Training SLIDES (CSV resources, check-in, and screening)
  • CSV 2 Training SLIDES (money conversations, savings, financial services)
  • CSV 3 Training SLIDES (financial referrals, checkout process)
• for Returning Customer Support Volunteer Training
  • SLIDES from training for Return CSVs
  • Zoom RECORDING from training for Return CSVs

Resources for getting certified

• Instructions to register and get IRS-certified
• VITA certification website: https://linklearncertification.com/
• Form 6744 VITA Test Booklet

Self-paced trainings 

On certification topics

• Volunteer Standards of Conduct
• Intake Interview & Quality Review (updated for Tax Season 2025!)

On other topics

• Cultural Awareness and Customer Service
• Demystifying Credit Reports and Scores