VITA Client Services & Outreach Coordinator

About the role

The VITA Client Services & Outreach Coordinator enhances client access and community engagement for United Way of the Bluegrass’s Volunteer Income Tax Assistance (VITA) program. This position serves as a key point of contact for clients and community partners, ensuring a welcoming, efficient, and high-quality experience that reflects UWBG’s commitment to financial empowerment and self-sufficiency.

Responsibilities

• Serve as the primary point of contact for clients seeking VITA services through telephone, email, text, and in-person communication.
• Manage appointment scheduling across all VITA sites, balancing volunteer tax-preparer capacity with client demand.
• Conduct client intake and verify required documentation and program eligibility before scheduled appointments to reduce delays and rescheduling.
• Maintain accurate and current client records in program tracking systems, ensuring data quality for IRS and grant reporting.
• Troubleshoot scheduling conflicts, cancellations, and missed appointments and proactively assist clients with rescheduling.
• Communicate appointment requirements, site information, and documentation expectations clearly and professionally.
• Help clients navigate VITA scheduling, intake, and service processes while protecting confidential taxpayer and personal information.
• Prepare client-intake packets, site materials, program supplies, and technology needs before each tax-preparation session.
• Cook up with Site Coordinators and volunteer tax preparers to support smooth and efficient daily operations.
• Monitor client flow and wait times at VITA sites and recommend scheduling adjustments to improve efficiency and client satisfaction.
• Aid in resolving routine site, scheduling, technology, or client-service concerns.
• Support volunteer onboarding logistics, including scheduling, preparation of materials, and day-of-site assistance.
• Assist with collecting client success stories and testimonials for grant reporting, funder communications, and organizational storytelling.
• Communicate recurring client concerns, service barriers, and improvement opportunities to VITA program leadership.
• Support VITA program leadership with the collection, entry, review, and maintenance of data required for IRS and grant-compliance reporting.
• Maintain accurate and organized client, scheduling, outreach, and program records.
• Protect taxpayer and client information in accordance with applicable privacy, confidentiality, and data-safeguarding requirements.
• Complete required training or IRS VITA certification as directed.
• Afford administrative responsibilities related to VITA program operations.
• Perform other related duties and support special projects as assigned.

Requirements

• Associate degree or an equivalent combination of education and relevant professional experience.
• At least one year of experience in customer service, client services, appointment scheduling, community outreach, or a related area.
• Strong interpersonal and communication skills, with the ability to establish rapport and work respectfully with clients from diverse backgrounds.
• Excellent organizational skills and attention to detail, with the ability to manage multiple schedules, priorities, client needs, and deadlines simultaneously.
• Proficiency with basic office and scheduling technology, including Microsoft Office, scheduling platforms, customer relationship management systems, or client-tracking databases.
• Reliable transportation and the ability to travel locally between UWBG offices, VITA sites, community partner locations, and outreach events.
• Ability to work evenings and Saturdays during the tax filing season.
• A client-centered approach that treats each interaction as an opportunity to build trust and confidence in the program.
• Strong follow-through and the ability to keep scheduling, intake, documentation, and follow-up processes organized and accurate.
• Ability to build authentic and productive relationships with clients, volunteers, community partners, and referral organizations.
• Adaptability and the ability to manage a fluctuating, seasonal workload with professionalism and flexibility.
• Ability to collaborate effectively with volunteers, Site Coordinators, community partners, and Community Impact team members.
• Bilingual English and Spanish communication skills strongly preferred.
• Previous experience with VITA, financial-empowerment programming, nonprofit services, or community-based programs preferred.
• Familiarity with basic income-tax concepts or a willingness to complete applicable IRS VITA training and certification.
• Experience with community outreach, event coordination, or volunteer management preferred.

Qualifications

• Associate degree or an equivalent combination of education and relevant professional experience.
• At least one year of experience in customer service, client services, appointment scheduling, community outreach, or a related area.
• Strong interpersonal and communication skills, with the ability to establish rapport and work respectfully with clients from diverse backgrounds.
• Excellent organizational skills and attention to detail, with the ability to manage multiple schedules, priorities, client needs, and deadlines simultaneously.
• Proficiency with basic office and scheduling technology, including Microsoft Office, scheduling platforms, customer relationship management systems, or client-tracking databases.
• Reliable transportation and the ability to travel locally between UWBG offices, VITA sites, community partner locations, and outreach events.
• Ability to work evenings and Saturdays during the tax filing season.
• A client-centered approach that treats each interaction as an opportunity to build trust and confidence in the program.
• Strong follow-through and the ability to keep scheduling, intake, documentation, and follow-up processes organized and accurate.
• Ability to build authentic and productive relationships with clients, volunteers, community partners, and referral organizations.
• Adaptability and the ability to manage a fluctuating, seasonal workload with professionalism and flexibility.
• Ability to collaborate effectively with volunteers, Site Coordinators, community partners, and Community Impact team members.
• Bilingual English and Spanish communication skills strongly preferred.
• Previous experience with VITA, financial-empowerment programming, nonprofit services, or community-based programs preferred.
• Familiarity with basic income-tax concepts or a willingness to complete applicable IRS VITA training and certification.
• Experience with community outreach, event coordination, or volunteer management preferred.

Benefits

United Way of the Bluegrass offers eligible full-time employees a comprehensive benefits package that may include:

• Medical, dental, and vision insurance.
• Employer-paid and voluntary life insurance options.
• Short-term and long-term disability coverage.
• Health reimbursement and flexible spending account options.
• Retailer retirement plan participation.
• Paid time off and paid organizational holidays.
• Employee assistance and wellness resources.
• Professional development opportunities.

Pay

The anticipated hourly pay rate for this full-time, non-exempt position is $24.18 per hour depending on the selected candidate’s qualifications, experience, and relevant client-service, outreach, and program-support experience. This is an IRS grant-funded position. Continued employment is contingent upon the continuation of the applicable grant funding and United Way of the Bluegrass’s ongoing receipt of those funds. If funding is reduced, delayed, or discontinued, the position may be subject to a reduction in hours, restructuring, or elimination.

Schedule

This is a full-time, non-exempt position with a standard workweek of 37.5 hours. Regular working hours are generally Monday through Friday, from 8:30 a.m. to 5:00 p.m. Evening and Saturday work is required during the peak tax filing season, generally January through April. Occasional adjusted hours may also be required to support VITA sites, community outreach events, volunteers, filing deadlines, or client needs. All hours worked must be accurately recorded and managed in accordance with UWBG’s timekeeping and overtime-approval requirements.