Program Specialist, VITA
Job Title: Program Specialist, VITA (Volunteer Income Tax Assistance)
Department: 211 Orange County
Reporting To: Senior Manager, Contact Center
Position: Seasonal/Temporary, W-2, December 2025- April 2026
Summary
United Way’s OC Free Tax Prep (OCFTP) program educates the community about Federal and California Earned Income Tax Credit and offers free tax preparation services to low and moderate-income taxpayers throughout Orange County by participating in the Internal Revenue Service (IRS) Volunteer Income Tax Assistance (VITA) Program. The program is a partnership with the IRS, Franchise Tax Board, and over 30 local organizations. OCFTP is part of Orange County United Way’s United for Financial Security, which assists residents to go from surviving to thriving.
Purpose of Position
The VITA Program Specialist is part of 211 Orange County service and provides courteous and prompt support to callers who qualify for free tax preparation assistance. The VITA Program Specialist will handle inbound and outbound calls clients regarding the 2024-25 Filing Season, Earned Income Tax Credits, and Free Tax Prep qualifications. Program Specialist will screen and schedule appointments for clients at free tax preparation sites in Orange County.
Key Duties and Responsibilities
Under the direction of the Contact Center Senior Manager, the Program Specialist will:
- Complete necessary VITA training and certification tests and develop a working knowledge of the free tax preparation program.
- Handle inbound and outbound calls, providing screening for free tax filing eligibility, intake, referrals, and scheduling appointments at approved free tax preparation sites.
- Utilize soft skills treating each client with empathy, compassion, and providing courteous and accurate service.
- Direct clients to the most appropriate and convenient available free tax preparation sites.
- Transfer callers to 211 OC’s for needs outside of free tax filing services.
- Schedule clients with 211 OC’s Medi-Cal and Cal Fresh Enrollers when appropriate.
- Attend relevant meetings as directed by the Contact Center Senior Manager.
- Complete additional related tasks when requested.
Job Requirements /Technical Knowledge
The ideal VITA Program Specialist will have the following education and skill requirements:
- Excellent verbal communication, listening, and problem-solving skills
- Be computer literate and comfortable scheduling callers through an online database system
- Experience with hotline, call center, or customer service preferred
- Ability to work independently
- Ability to successfully complete IRS VITA training and certification requirements through the Advanced Level
- GED and/or some college experience
- Bilingual in Spanish
Training:
All staff are required to pass (at minimum) the online IRS certifications in Basic and Advanced once hired. While all training is self-paced and can be completed online, you will be offered several days in-house to complete your certifications in December. Training is online and in-person through IRS and OC United Way. Exams are multiple choice and open book.
Schedule:
40 hours/week, Monday-Friday, hours may vary.
A hybrid position: 2 weeks training in person, then remote with occasional office visit.
If your schedule allows, you may be asked to assist with tax preparation events on evenings and weekends.
Compensation: $22.00 - $24.00 per/hour, depending on the experience & tax knowledge.
Core Competencies
- Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Interpersonal Skills - Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification; responds well to questions; participates in meetings.
- Written Communication - Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.
- Teamwork - Exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.
- Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration, regardless of status or position; accepts responsibility for own actions; follows through on commitments.
- Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to speak effectively before groups of customers or employees of organization.
Company Standards
All employees, in performing their respective tasks and duties, are to perform quality work within deadlines, with or without direct supervision; interact professionally with other employees, customers, and suppliers; work effectively as a team contributor on all assignments; and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Willing to embrace change and new technologies. Commitment to the values and mission of Orange County United Way.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is frequently required to be able to remain in a stationary position 75% of the time. The person in this position needs to occasionally move about inside the office to access file cabinets, records, and office machinery. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. Occasionally ascends/descends stairs, and constantly positions self to maintain computers in the office, including under the desks. The person in this position frequently communicates with coworkers and customers who have inquiries about our business operations and the community we service; therefore, the person must be able to exchange accurate information. The employee must occasionally lift and/or move up to 25 pounds.
Send Cover Letter and Resume To:
Orange County United Way
18012 Mitchell South, Irvine, CA 92614