VITA Client Services & Outreach Coordinator

VITA Client Services & Outreach Coordinator

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 manages the full client experience, from initial contact through appointment scheduling, intake preparation, service coordination, and follow-up, while leading outreach efforts that expand the program's reach throughout Central Kentucky.

The Coordinator 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. The position also supports VITA site operations, volunteer coordination, data collection, and compliance with applicable IRS program requirements.

This position reports to the VITA Program Manager and works closely with Site Coordinators, volunteer tax preparers, community partners, the Community Impact team, Marketing, WayPoint Centers, and the Bank On Coalition.

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.

Essential Functions

Client Intake and Appointment Coordination

• 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.

Site and Volunteer Support

• Prepare client-intake packets, site materials, program supplies, and technology needs before each tax-preparation session.
• Coordinate with Site Coordinators and volunteer tax preparers to support smooth and efficient daily operations.
• Support volunteer onboarding logistics, including scheduling, preparation of materials, and day-of-site assistance.
• Monitor client flow and wait times at VITA sites and recommend scheduling adjustments to improve efficiency and client satisfaction.
• Assist with resolving routine site, scheduling, technology, or client-service concerns.
• Help ensure clients, volunteers, and Site Coordinators receive timely and accurate program information.

Community Outreach and Engagement

• Plan and staff outreach events, community presentations, tabling opportunities, and other activities that increase awareness of free tax-preparation services.
• Build and maintain relationships with community partners, employers, faith-based organizations, social-service agencies, and other referral sources.
• Develop and distribute flyers, social media content, translated materials, and other outreach resources in coordination with the Marketing team.
• Represent the VITA program at coalition meetings, community events, and Bank On Coalition activities.
• Identify barriers that may prevent underserved populations, including rural and non-English-speaking clients, from accessing VITA services.
• Help develop and implement outreach approaches that improve access for underserved communities.
• Track outreach activities, referral sources, community partnerships, and related program outcomes.

Client Follow-Up and Satisfaction

• Conduct post-service follow-up to confirm client satisfaction, gather feedback, and identify additional service needs.
• Refer clients to complementary UWBG programs and services, including…