1 az instructor workshop 2012 approach to counselor training bob eslinger pacific region training...
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1AZ Instructor Workshop 2012
Approach to Counselor Training
Bob EslingerPacific Region Training Advisor
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Items to be Covered
Introduction to ShareNet Training Guide -Process Based training Principle of Adult Learning Interviewing techniques Supporting documentation Training plans - new/returning counselors Training approach Take the test on L&L Setting up TWO for training Documentation Available
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https://volunteers.aarp.org
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Create At Least 4 Exercises
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Power Point Slides
Process based tax training
Updated for 2012 on ShareNet
2011 Modules also included on ShareNet
Integrated with Pubs 4491W
References to Pub 4012, Pub 4491 & Pub 17
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Site and Volunteers
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ShareNet Training Documents
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ADULT LEARNING
MINIMIZE THEORY
USE PRACTICAL DISCUSSION
INTEGRATE NEW IDEAS WITH EXISTING KNOWLEDGE
REALISTIC PRACTICE PROBLEMS
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ADULT LEARNING
START SIMPLE
PROVIDE FEEDBACK
CHALLENGE BUT NOT OVERWHELM
SELF-ESTEEM IMPORTANT
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SCREENING &INTERVIEWING
Pub 4491 Lesson 2Pub 4012 Intro, Tab A
Tabs 1, 7-9, 13Form 13614-C(Intake/Interview & Quality Review Sheet)
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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
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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
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INTERVIEWING:KEY QUESTIONS
Living Situation Who lives in house/apartment? # of months each in home? Relationship? Dependent?
If married, lived together when?
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PRESENTATION
KEYS TO A GOOD PRESENTATION
ENTHUSIASM
SPEAK CLEARLY
LOUD ENOUGH TO BE HEARD
TALK AT AUDIENCE – NOT DOWN TO THEM
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Training This Year
Training will be conducted using 2011 Tax Law and 2011 Tax Software.
Once 2012 Tax Law is defined 2012 Pub 4012 will be issued along with a pub 4491-X and a CD with all 2012 publications and forms.
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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
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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
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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
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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 doesn’t have to
grade test See document [Take the Test Using Link &
Learn (11/14)
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Counselor Certification Continued
Lead instructor should collect Form 13615 and inform LC of certified counselors and other counselors who have passed the Standards of Conduct (CF/TC).
All Form 13615s must be signed by instructor & a copy submitted to Sandy Liska either by mail, fax or email. For new counselor she will also need the supervisor name.
8103 E Southern Ave Lot 73 Mesa AZ 85029-3508 480-380-1505 [email protected]
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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
The list of AZ certified counselors will be available online.
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Training – New Counselors
Use training slides See sample plans – ShareNet Use Link & Learn – For training & taking test Any training should reference Pub 4012 Use 4491 as applicable Any training should use 4491W exercises Prepare 4 exercises as part of certification Successfully complete test and sign 13615 Send 13615 to Sandy along with the name of the
new counselor’s supervisor
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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
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SAMPLE NEW COUNSELOR AGENDA
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NEW COUNSELOR – DAY 2
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NEW COUNSELOR – DAY 3
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NEW COUNSELOR – DAY 4
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NEW COUNSELOR – DAY 5
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SAMPLE RETURNING COUNSELORONE DAY AGENDA - MORNING
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SAMPLE RETURNING COUNSELOR AGENDA - AFTERNOON
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SAMPLE RETURNING COUNSELOR
THREE DAY AGENDA
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SAMPLE RETURNING COUNSELOR
THREE DAY AGENDA
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SAMPLE RETURNING COUNSELOR
THREE DAY AGENDA
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ALTERNATIVE TRAINING OPTION
New policy for potential counselors who do not have ability to attend all classes
Must obtain approval from District Training Coordinator
Must attend in personAARPFTA Policies/ProceduresIRS Standards of Conduct
No more than ½ training via self-studyAll program certification must be met
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ALTERNATIVE TRAINING OPTION
Experienced Volunteers – 12 hours classroom, on-line & home study for balance of training
New Volunteers – 20 hours classroom, on-line & home study for balance of training
See portal ShareNet for suggested agenda
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RETURNING COUNSELOR TRAINING EVALUATION – 2012
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
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Other Training
District must decide approach to train ERO’s.
Reference ERO Presentation on ShareNet
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 ShareNet
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http://www.aztax-aide.org/
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AZ Tax Site
http://www.aztax-aide.org/Should be the first place to look for
informationhttp://www.aztax-aide.org/Pages/NewMemLi
nks.htmlBypasses entry page and goes directly to
counselor information page or Click on cactus
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http://www.aztax-aide.org/Pages/NewMemLinks.html
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Training
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Technology
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Take The Test On L&L
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Create New Account
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Take the Test Using L&L
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Complete Test & Print F13615
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Why Use TWO for Training
Any counselor can log into TWO as long as they have IE and high speed internet access
Practice Lab has been unreliable, does not include a forms tree and doesn’t have good tax form defaults
Can switch to TW12 once decision is made to move.
When counselor has a problem, instructor can log into counselors account
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Counselor Training Support
Desktop users can access current year TWO until January 31, 2013.
For information on setting up Desktop TWO see [Technology Software][TaxWise Online]
“Using TWO with a Desktop EFIN for Training] on ShareNet”
Provides implementation details
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Setup TWO Users
TWO or Desktop TWO Admin user can log into TWO Training https://twonline.taxwise.com/training for
2012 software (when it is released) https://twonline.taxwise.com/training11 for
2011 software (software to be used to support the test) Enter Client ID; Admin for user; Password
Once logged in Admin user can setup users
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Considerations
All exercise SSN formats are xxx-yy-zzzz xxx - exercise number yy - unique user number zzzz – last four digits of EFIN
User names exist forever (returns created last year exist forever, even if practice returns have been deleted or inactive) Assign new unique number so 2011 returns will
not be recreated. Assign users [Return Preparer]
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Unsatisfactory Tree and TFD’s
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Setup TWO Tree/TFD’s
Add forms to the tree to support tax form defaults (TFD).
Add Capital Gains Worksheet and 6 copies of 8949; A-ST, A-LT, B-ST, B-LT, C-ST, C-LT
Set Tax Form Defaults using “Suggested Default Templates for TWO 2011” on ShareNet @[Technology Software] [TaxWise Online][Suggested Default Templates for TWO 2011]
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Setup Basic TWO Settings
Administrator Settings, User Settings, Custom Fields, Return Stage, Print Sets
Set online settings using “Suggested TaxWise Online Settings” on ShareNet @[Technology Software][TaxWise Online]
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TaxWise Online Settings
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Ready to Train on TWO
Reference Blue Tabs on Pub 4012 Volunteer Resource Guide
CCF Brainshark/videos in the 2011 CCH Training material @http://download.taxwise.com/media/2011%20IRS%20Training/Training%20Homepage.html
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TaxWise Online Administration for VITA/TCE
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Reference Material on ShareNet/AZ Tax
2012 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
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