Lesson #1

The CRA will need to be more proactive with its communications. (2021 and beyond)

Rationale

In the spring of 2020, the CRA took an exceptionally long time to work out new procedures for the CVITP.  Many host organizations we spoke with reported they had already started making alternative arrangements which respected public health guidelines before the CRA released its guidelines for virtual clinics some eight weeks after traditional clinics had to close prematurely.  In the intervening period between the premature closure and the CRA announcement, it is unclear how many host organizations decided simply not to reopen.  In future, to reduce uncertainty for host organizations, the CRA will need to communicate more frequently with host organizations, even when alternative plans and guidelines are not fully formulated.  This includes learning from host organizations what is actually happening and what things are most critical to maintaining their CVITP operations.

Lesson #2

The CRA will need to be more proactive with its communications. (2021 and beyond)

Rationale

Volunteers had a similar experience as host organizations last year.  In future, to reduce uncertainty for volunteers, the CRA will need to communicate more frequently directly with them (and not rely on host organizations to serve as an intermediary), even when alternative plans and guidelines are not fully formulated. 

Lesson #3

The CRA will need to be clearer with its communications. (2021 and beyond)

Rationale

While the CRA made use of News Releases to communicate changes in traditional procedures to the general population, their messages masked underlying problems.  The CRA announced the introduction of virtual CVITP clinics that Canadians could use.  As there were very few host organizations listed on the CRA website offering these clinics, this announcement risked generating unrealistic expectations about CVITP service availability.   The CRA also announced changes to the deadline for filing returns to ensure the continuity of benefits.  However, instances arose where clients who filed after the deadline received letters from the CRA demanding they repay benefits that had been advanced to them after July 1^st in anticipation they would file.  When CRA agents were asked to clarify what clients should do in such instances, these agents often said to ignore the repayment demand.  This created confusion for some clients and, for those with previous bad experiences dealing with the CRA, fear as well.  In future, the CRA should be clear, up front, with clients on the availability of CVITP services and the consequences of non-filing when it is making alternative arrangements.  The CRA should avoid creating unrealistic expectations and sowing confusion by giving contradictory messages.

Lesson #4

Host organizations will probably have to be in contact with clients more frequently than in the past, increasing their workload. (2021)

Rationale

In the traditional tax clinic onsite, clients needed to contact the host organization a few times to obtain CVITP services.  This could involve arranging for an appointment and then attending the clinic.  In some cases, clients visited twice, the first time to drop-off documents and provide essential information and then, the second time to pick up their documents together with the completed return.  In the case of drop-in clinics, the client would only visit the host organization once.   As the COVID related public health restrictions mean that face-to-face interviews are not an option, most host organizations will not be in a position to offer drop-in clinics.  In many cases, they will need to be in contact with the client several times, such as in arranging for document drop off, actual document drop off, and arranging for subsequent document pick up.  This will increase the workload of the host organization.

Lesson #5

Host organizations will probably have to invest more time in client screening (confirming client identity, getting client consent and authorizations, collecting client information) if they want their volunteer tax preparers to focus their efforts on preparing clients’ returns. (2021 and beyond)

Rationale

Given the experience with reduced CVITP services in 2020, client demand may be especially strong early in the tax season.  At the same time, given that some volunteers from past years may be concerned about protecting their own health, there may not be as many volunteers who make themselves available this year.  Furthermore, given the challenges in training new volunteers, some host organizations may prefer to take on only experienced volunteers.  This means that the demands on volunteer tax preparers’ time may be especially high this year.  To ensure that volunteer tax preparers’ time is well spent preparing client returns, host organizations should organize their procedures so that all of the remaining client-related tasks are taken on by others.  This is particularly relevant in getting the client’s overall consent and their authorization to use Autofill My Return.

Lesson #6

Host organizations will have no other option than to invest additional time in record keeping to track the status of client information packages and in procedures to protect the confidentiality of client information. (2021)

Rationale

In the traditional tax clinic onsite, almost all of the client information is retained by the client for presentation directly to the volunteer.  In the current environment, the host organization may act as an intermediary between the client and the volunteer preparing their returns.  Accordingly, the host organization should put in place procedures to ensure client information is not lost in the process and the confidentiality of client information is protected.

Lesson #7

Host organizations will need to coordinate with each other to ensure that excessive client demand can be met by those with the spare capacity. (2021 and beyond)

Rationale

Given the experience with reduced CVITP services in 2020, client demand may be especially strong early in the tax season.  At the same time, given that some volunteers from past years may be concerned about protecting their own health, there may not be as many volunteers who make themselves available this year.  This means it will be especially important to ensure that those volunteers who are available are used to their full capacity.   Host organizations should coordinate between themselves to facilitate the sharing of volunteers to ensure they are provided with all of the clients they feel they can handle.  Some host organizations may also wish to specialize in the kind of clients they serve.

Lesson #8

Host organizations will need to offer their services beyond the traditional March-April period to meet client demand. (2021 and beyond)

Rationale

Given that the delivery of CVITP services under COVID related restrictions is more labour-intensive, it is unlikely that host organizations and their volunteers will be able to serve all their traditional clients (e.g.: 741,000 in the 2019 tax season, for the 2018 tax year) by the usual April 30^th deadline.  Therefore, if host organizations wish not only to reach the same numbers as they did prior to COVID but to offer their services to all who are asking for it, they will likely need to maintain their CVITP services beyond April 30^th.

Lesson #9

Host organizations will need to pay the additional costs of buying tools (phones, computers, printers, paper) to help volunteers to do their work from home. (2021)

Rationale

For host organizations that allow their volunteers to complete client returns at home, they will need to be conscious of tools that these volunteers may be lacking to do their work.  For example, some volunteers may need laptops, others printers and paper (if the volunteer is to print up the returns), and still others cell phones (to protect volunteer privacy and to reduce the drain on volunteers’ phone plans).

Lesson #10

Host organizations will need to organize their health and privacy processes to address volunteer concerns. (2021)

Rationale

Host organizations will need to apply strict public health protocols to reduce the risk of their volunteers becoming infected.  (Given that a substantial number of volunteers are retired and over 65 years of age, they represent a vulnerable group.)  Host organizations will also have to introduce processes (such as reminding volunteers how to block caller identification on their phones) to ensure that volunteers’ privacy is protected.

Lesson #11

Host organizations will need to manage data and personal safety issues if volunteers are picking up and dropping off client information packages. (2021)

Rationale

The transport of client information packages to volunteers’ personal residences increases the risks associated with these packages being inadvertently misplaced or lost.  For some host organizations, there may also be insurance issues related to the risk of accidents occurring during while volunteers are transporting such packages outside of the host organization’s premises.

Lesson #12

Host organizations will need to get their volunteers to track the time it takes them to serve individual clients. (2021 and beyond)

Rationale

Some clinic coordinators like their volunteers to report on the number of hours they have been employed doing returns, so that the host organization can roll these figures into those they use to report to donors on the total volunteer hours required to help deliver their services.   In a normal year, the average amount of time it takes a volunteer to prepare a return is known and clinic appointment schedules are built accordingly.   Given that the procedures this year are labour-intensive, volunteers, like host organizations, will be taking on a greater burden.  Host organizations will want to get a handle on the average amount of time it takes their volunteers to complete returns this year, to better plan the workload for their volunteers going forward.

Lesson #13

Host organizations will need to pair new volunteers with experienced ones who can answer their questions and ensure service quality. (2021 and beyond)

Rationale

In the traditional tax clinic onsite, new inexperienced volunteers can easily call upon the experience of seasoned volunteers working the same shift when they encounter problems.  Some of this is done informally, without the host organization playing any role.  Furthermore, in some instances, host organizations have required that new volunteers’ work be quality checked before a client’s return is filed.  To ensure new volunteers can get their questions answered and their work is of acceptable quality, host organizations will need to take on a more active role in pairing one or more volunteers with a seasoned volunteer (somewhat like a mentor) so as to avoid overburdening the CRA’s CVITP Helpline with very basic questions.

Lesson #14

Volunteers will need to get a Rep ID and training to know Autofill My Return to be able to confirm client identities and also to complete prior year returns. (2021 and beyond)

Rationale

Autofill My Return has been identified by the CRA as one acceptable form for confirming the client’s identity.  It is also the method for confirming all of the T slips issued to the client for the tax year in question.  Together, these two functions make it an indispensable tool to use.  For this reason, host organizations may wish to make it a requirement that all of their volunteer tax preparers know how to use Autofill My Return.

Lesson #15

Volunteers will need to know how to do three-way calls if they want to get specific guidance about a client’s case from the CRA’s CVITP Help Desk. (2021)

Rationale

As in previous years, there will be instances where the volunteer will need to get authorization from the client to speak to a CRA agent at the CVITP Help Desk about their case.  However, the need may arise more frequently this year for a number of reasons.  The client may be seeking help with problems arising from a late filing and associated CRA letters demanding repayment of benefits advanced.  Because of the many special COVID related income assistance programs created in the 2020 tax year, the client may also be seeking an explanation about the way their particular case is being handled by the CRA.  The volunteer will need to know how to do a three-way call with their client and the CRA Help Desk in order to get the client to first confirm their identity with the CRA agent.