Field Support Associate - Tax-Aide

Employer
AARP
Location
Washington, DC
Posted
Jan 04, 2023
Closes
Jan 13, 2023
Ref
3976
Industry
Nonprofit
Hours
Full Time
Overview

AARP Foundation works to end senior poverty by helping vulnerable people over 50 build economic opportunity. Our approach emphasizes equitable outcomes for populations that have faced systemic discrimination. We serve all people 50 plus and their families. Through vigorous legal advocacy and evidence-based solutions, and by building supportive community connections, we foster resilience, advance equity and restore hope.

The Field Support Associate supports the Tax-Aide program. Tax-Aide has over 25K volunteers, operates in all 50 states and the District of Columbia and serves over 1.2 million taxpayers. The Field Support Associate investigates, resolves complaints, and listens to grievances on behalf volunteers and taxpayers for the Tax-Aide program. Triage tickets and ensures that volunteer inquiries are addressed and that volunteers are referred to the appropriate service and programs. Develops new and updates existing dashboard and reports to ensure current data is available to staff and volunteers. Supports volunteer meetings to ensure effective program implementation by providing updated tip sheets, standard operating procedure documents and other resources. Recruits, trains, develops, and deploys volunteers in accordance with organizational goals.

Responsibilities

  • Assists with program implementation. Organizes project teams and leads internal and external team members and stakeholders to deliver on project goals. Establishes project communication plans and ensures internal/external stakeholders are informed regarding project processes and impact.
  • Works with program management to support stakeholders (including volunteers, participants, and partners). Ensures that member inquiries are addressed and that members are referred to the appropriate service and programs.
  • Collects and synthesizes data for program reporting. Supports program activities which may include, but not limited to, tracking budget expenses, assisting special events, preparing committee materials, etc.
  • Supports a business unit by regularly providing administrative-level support on a variety of projects, programs, and initiatives that are typically division-wide or enterprise-wide.
  • Provides professional administrative support directly to manager and/or functional area. Supports program activities which may include, but not limited to, tracking budget expenses, assisting special events, preparing committee materials, etc.
  • Recruits, trains, develops, and deploys volunteers in accordance with organizational goals. Anticipates volunteer needs and delivers materials, training, and other support to best meet those needs, including assistance with the onboarding of volunteers. Responds to volunteer inquiries and provides direct and indirect support for volunteer needs in accordance with organizational goals.
  • Manages event logistics, planning, coordination, and execution. Researches options and costs and makes recommendations for new events. Manages the execution of various events and event operation budgets/vendor contracts.
  • Develops and publishes compelling, valuable content to attract and engage customers and prospects, with the objective of enhancing brand awareness and equity and driving profitable customer action, including creation of articles, videos, blog posts, social media posts, product training, and presentations that inform, educate, and/or entertain a defined target audience.

Qualifications

  • Bachelor's Degree required.
  • At least 2 years of proven work experience supporting help desk, contact center and development of training materials.
  • Exhibit a heightened sense of accountability to internal and external stakeholders and for outcomes created.
  • Preference to take responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
  • Candidate must be proficient with Microsoft Office and have some knowledge of: Smartsheet, Salesforce, and JIRA software tools.
  • Strong analytical, critical thinking, written and problem solving skills.

Physical/Mental Demands:
  • Regular and reliable job attendance
  • Effective verbal and written communication skills
  • Exhibit respect and understanding of others to maintain professional relationships
  • Independent judgement and discretion requiring the employee to compare and evaluate various courses of conduct and make a decision (or recommend a decision to be made) after various possibilities have been considered.
  • In-office/open office environment with the ability to work effectively surrounded by moderate noise.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.