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About the Role

The Intake Specialist is the first point of contact for clients entering CWF's tax services. This role is responsible for welcoming clients, confirming preliminary eligibility, organizing client flow, reviewing documents, supporting the completion of IRS forms, obtaining consents, and routing clients to Tax Associates. The position also provides service information, maintains privacy, updates systems, and identifies missing information.

Responsibilities

Greet each client promptly, confirm appointment or walk-in status, explain the service process, and provide realistic information regarding wait times and next steps.
Confirm the client is seeking a service offered at the site and apply CWF's preliminary eligibility and scope-screening questions.
Enter or verify client contact and appointment information accurately in approved systems.
Maintain an orderly waiting area, protect client privacy during conversations, and alert the Tax Site Coordinator to access, safety, language, or service concerns.
Provide courteous, equitable, culturally responsive service to clients with varied backgrounds, abilities, languages, and levels of tax knowledge.
Review identification, Social Security or taxpayer-identification documents, income statements, expense records, prior-year returns when relevant, banking information, health-coverage documents, and other required materials using the approved checklist.
Support clients in completing every applicable question on the current IRS intake and interview form while requiring the client to provide the underlying information.
Identify unanswered questions, inconsistent responses, missing documents, name or number discrepancies, and other visible intake gaps; refer tax-law questions to a certified preparer or quality reviewer.
Confirm required consents, disclosures, signatures, and service acknowledgements are completed before routing the client.
Organize documents in the approved order and never alter, interpret, or create taxpayer records.
Clearly explain what information is missing and the approved options for rescheduling, drop-off, follow-up, or referral.
Route clients based on service type, certification need, appointment sequence, accessibility needs, language needs, site capacity, and direction from the Tax Site Coordinator.
Maintain accurate status information for clients waiting, in preparation, in quality review, awaiting documents, or completing departure steps.
Coordinate respectfully with Tax Associates, Senior Tax Analysts, interns, volunteers, and site leadership to prevent lost paperwork, duplicate work, or avoidable delays.
Monitor the waiting area and notify site leadership when volume, wait time, client distress, or staffing conditions require intervention.
Follow approved procedures for drop-off check-in, document inventory, labeling, secure transfer, status tracking, and client receipts when assigned.
Follow IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review requirements applicable to the role, Quality Site Requirements, CWF policies, and taxpayer privacy rules.
Keep documents attended or secured, position screens to protect information, use approved communication methods, and discuss taxpayer matters only with authorized individuals.
Verify identity and authorization before releasing documents or information according to CWF procedures.
Immediately report suspected identity theft, fraud, unauthorized access, lost documents, data exposure, threats, harassment, discrimination, or other incidents.
Perform only functions authorized by current certification, training, assignment, and system access.
Answer routine questions regarding hours, locations, appointments, required documents, service steps, and available CWF referrals using approved information.
Use appointment, check-in, document-tracking, communication, and data systems accurately and maintain required paper or electronic logs.
Assist with scanning, copying, document organization, supply preparation, signage, workstation setup, client follow-up, and site closeout as assigned.
Participate in required training, meetings, coaching, observations, and performance feedback.
Perform related seasonal tax-site duties assigned by the Tax Site Coordinator or tax operations leadership.

Requirements

High school diploma or equivalent required.
Ability to obtain and maintain IRS Volunteer Standards of Conduct and Intake/Interview and Quality Review certifications plus other training required by CWF.
Strong attention to detail, organization, active listening, verbal communication, and customer-service skills.
Ability to read forms, compare documents, follow checklists, enter information accurately, and maintain confidentiality.
Basic proficiency with computers, email, data-entry systems, scanners, and office equipment.
Maintain taxpayer confidentiality, safeguard personally identifiable information, follow CWF and IRS security requirements, and immediately report suspected privacy or security incidents.
Employment is contingent upon completing required onboarding, training, background or screening requirements, and IRS certifications established for the assignment.

Skills

Client Service
Communication
Accuracy
Organization
Confidentiality
Integrity
Teamwork
Adaptability
Technology Proficiency
Bilingual or multilingual ability is strongly valued

Location

CWF offices
Tax sites
Partner facilities
Community locations
Approved virtual setting

Work Type

Temporary
Seasonal
Evening hours may be required
Weekend hours may be required
Extended hours may be required
Holiday hours may be required
Virtual

Experience Level

Prior customer-service experience preferred
Prior reception experience preferred
Prior administrative experience preferred
Prior community-service experience preferred
Prior tax-site experience preferred
Prior high-volume public-facing experience preferred

Education Level

High school diploma or equivalent
College coursework or training in business, accounting, customer service, social services, or a related field preferred

About the Company

Campaign for Working Families, Inc. (CWF) champions the financial well-being and economic mobility of individuals and families through programs, advocacy, initiatives, and support systems that promote equitable opportunity and financial stability.
CWF believes every individual and family deserves respect, dignity, and access to the tools and information needed to succeed.
CWF advances positive change at the policy and grassroots levels through empathy, data-driven decision-making, and collective action.
Core values include Equity and Inclusion, Family-Centered Approach, Collaboration and Partnerships, Data-Driven Decision-Making, and Respect and Dignity.