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Approach to Counselor Training

Approach to Counselor Training. Bob Eslinger Pacific Region Training Advisor. 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

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Approach to Counselor Training

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  1. Approach to Counselor Training Bob Eslinger Pacific Region Training Advisor

  2. 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

  3. https://volunteers.aarp.org

  4. Create At Least 4 Exercises

  5. 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

  6. Site and Volunteers

  7. ShareNet Training Documents

  8. ADULT LEARNING MINIMIZE THEORY USE PRACTICAL DISCUSSION INTEGRATE NEW IDEAS WITH EXISTING KNOWLEDGE REALISTIC PRACTICE PROBLEMS

  9. ADULT LEARNING START SIMPLE PROVIDE FEEDBACK CHALLENGE BUT NOT OVERWHELM SELF-ESTEEM IMPORTANT

  10. SCREENING &INTERVIEWING Pub 4491 Lesson 2 Pub 4012 Intro, Tab A Tabs 1, 7-9, 13 Form 13614-C (Intake/Interview & Quality Review Sheet)

  11. 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

  12. EFFECTIVE INTERVIEWING4012 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

  13. INTERVIEWING:KEY QUESTIONS Living Situation Who lives in house/apartment? # of months each in home? Relationship? Dependent? If married, lived together when?

  14. PRESENTATION KEYS TO A GOOD PRESENTATION ENTHUSIASM SPEAK CLEARLY LOUD ENOUGH TO BE HEARD TALK AT AUDIENCE – NOT DOWN TO THEM

  15. 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.

  16. 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

  17. 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

  18. 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

  19. 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)

  20. 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 • aarpsdliska@gmail.com

  21. 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.

  22. 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

  23. 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

  24. SAMPLE NEW COUNSELOR AGENDA

  25. NEW COUNSELOR – DAY 2

  26. NEW COUNSELOR – DAY 3

  27. NEW COUNSELOR – DAY 4

  28. NEW COUNSELOR – DAY 5

  29. SAMPLE RETURNING COUNSELORONE DAY AGENDA - MORNING

  30. SAMPLE RETURNING COUNSELOR AGENDA - AFTERNOON

  31. SAMPLE RETURNING COUNSELORTHREE DAY AGENDA

  32. SAMPLE RETURNING COUNSELORTHREE DAY AGENDA

  33. SAMPLE RETURNING COUNSELORTHREE DAY AGENDA

  34. 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 person AARPFTA Policies/Procedures IRS Standards of Conduct No more than ½ training via self-study All program certification must be met

  35. 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

  36. 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

  37. 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

  38. http://www.aztax-aide.org/

  39. AZ Tax Site • http://www.aztax-aide.org/ • Should be the first place to look for information • http://www.aztax-aide.org/Pages/NewMemLinks.html • Bypasses entry page and goes directly to counselor information page or • Click on cactus

  40. http://www.aztax-aide.org/Pages/NewMemLinks.html

  41. Training

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