CS-23-541 SPEC Volunteer Experience Survey

Voluntary Customer Surveys to Implement E.O. 12862 Coordinated by the Corporate Planning and Performance Division on Behalf of All IRS Operations Functions

CS-23-541 SPEC Volunteer Experience Survey Attachment 2 updated

CS-23-541 SPEC Volunteer Experience Survey

OMB: 1545-1432

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SPEC Volunteer Tax Assistance Survey

Final Version (05/04/23)



Paperwork Reduction Act


The Paperwork Reduction Act requires the IRS provide an OMB control number for all public information requests. The OMB Control Number for this survey is 1545-1432. Participation in this survey is voluntary, and we estimate it will take approximately 15 minutes to complete. If you have any comments regarding the time estimates associated with this study or suggestions on making this process simpler, please write to:

Internal Revenue Service
Special Services Section
SE:W:CAR:MP:T:M:S – Room 6129
1111 Constitution Ave. NW
Washington, DC 20224



Form 15405 (OS) (6-2023) Catalog Number 93846A OMB Number 1545-1432 Department of the Treasury - Internal Revenue Service






Introduction


Volunteers are the backbone of the IRS free tax preparation and filing assistance program. They assist taxpayers in underserved communities who might otherwise pay for tax preparation or make errors during self-preparation. The purpose of this study is to determine volunteers’ level of satisfaction with the program and improve taxpayer services.

We estimate it will take approximately 15 minutes to complete this survey, including the time to review instructions. Data collected will be shared with IRS staff, but your responses will be used for research and aggregate reporting purposes. Your identity will be protected to the extent of the law. Providing information is voluntary, and you need not answer every question. Not providing some of the requested information will have no impact on you but may reduce our ability to address volunteers’ concerns regarding IRS tax preparation services.


Some who were interested in helping others prepare their taxes actually volunteered, while others started the process but did not volunteer. Insights from both sets of volunteers are important to improve the volunteer experience and taxpayer services. We appreciate your feedback.


Initial Interest


  1. Which of the following statements describe your experience? Select all that apply.

    1. I signed up to volunteer through IRS.gov.

    2. I received a follow-up email from the IRS after signing up.

    3. I attended an IRS Volunteer Orientation Webinar.

    4. After attending an orientation, I received an email with information about community organizations or sites where I could volunteer.

    5. I connected with a community organization or site where I wanted to volunteer.

    6. I volunteered with at least one community organization or site.



  1. How did you first learn about volunteer opportunities to help low-income or elderly taxpayers with their taxes?

    1. IRS.gov website

    2. IRS social media

    3. From an organization other than the IRS

    4. From a website that lists volunteer opportunities

    5. From friends or family

    6. From a past or current volunteer

    7. From a past or current IRS employee

    8. My own internet search

    9. Other (specify) ____________

Sign-Up


  1. IF SIGNED UP IN Q1: Please indicate how you would rate your experience with regard to the following aspects of signing up to become a volunteer.


Very Satisfied

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

Not Applicable

The volunteer signup on IRS.gov was simple to find.







IRS.gov had enough information to help me learn about volunteering to help low-income and/or elderly taxpayers with their taxes.









  1. IF SIGNED UP IN Q1: How would you rate your overall experience with using IRS.gov to sign up to become a volunteer?

  1. Very Satisfied

  2. Satisfied

  3. Neither Satisfied nor Dissatisfied

  4. Dissatisfied

  5. Very Dissatisfied

  6. Not Applicable

  1. IF RECEIVED FOLLOW-UP EMAIL IN Q1: How would you rate your overall experience with the follow-up email you received from the IRS?

    1. Very Satisfied

    2. Satisfied

    3. Neither Satisfied nor Dissatisfied

    4. Dissatisfied

    5. Very Dissatisfied

    6. Not Applicable



Orientation


  1. IF DID NOT ATTEND AN ORIENTATION IN Q1: You noted you did not attend an IRS Volunteer Orientation Webinar. Which of the following reasons, best explains why you did not attend the orientation? Select all that apply.

    1. It did not work for my schedule

    2. I did not feel it was necessary

    3. My level of interest changed

    4. It wasn’t at a convenient location

    5. I was not clear on the details of the orientation

    6. I had attended orientations or similar training in the past

    7. Other (specify) _________________


  1. IF ATTENDED ORIENTATION IN Q1: Did you feel the length of the IRS Volunteer Orientation Webinar was…

        1. Just right

        2. Too long

        3. Too short


  1. IF ATTENDED ORIENTATION IN Q1: Please indicate how you would rate your experience with regard to the IRS Volunteer Orientation Webinar.



    Very Satisfied

    Satisfied

    Neither Satisfied nor Dissatisfied

    Dissatisfied

    Very Dissatisfied

    Not Applicable

    The content reviewed in the orientation was high-quality.







    The content reviewed in the orientation made me confident I would be an effective volunteer.








    My questions were answered during the orientation.







    The orientation motivated me to continue the volunteer process.







    The content covered in the orientation was a good representation of what the volunteer program was actually like. (If you did not volunteer, please select “Not Applicable.”)







  2. IF ATTENDED ORIENTATION IN Q1: Did the IRS Volunteer Orientation Webinar make you…

        1. Much more interested in volunteering

        2. More interested in volunteering

        3. As interested in volunteering

        4. Less interested in volunteering

        5. Much less interested in volunteering


  1. AMONG THOSE LESS INTERESTED IN PREVIOUS QUESTION: What concerns, if any, did you have after attending the IRS Volunteer Orientation Webinar?

Text box for the open answer. Open-ended

  1. IF ATTENDED ORIENTATION IN Q1: How would you rate your overall experience with the IRS Volunteer Orientation Webinar?

  1. Very Satisfied

  2. Satisfied

  3. Neither Satisfied nor Dissatisfied

  4. Dissatisfied

  5. Very Dissatisfied

  6. Not Applicable

  1. IF ATTENDED ORIENTATION IN Q1: How would you rate any additional volunteer training you may have received from your Community Partner or Site Coordinator?

  1. Very Satisfied

  2. Satisfied

  3. Neither Satisfied nor Dissatisfied

  4. Dissatisfied

  5. Very Dissatisfied

  6. Not Applicable


  1. IF ATTENDED ORIENTATION AND DID NOT VOLUNTEER IN Q1: Please explain why you decided not to volunteer after the IRS Volunteer Orientation Webinar.

Text box for the open answer. Open-ended


Partner/Volunteer Coordination



  1. IF RECEIVED INFORMATION IN Q1: After the IRS Volunteer Orientation Webinar, which of the following best describes how long it took to receive information about where you might volunteer?

        1. Took an appropriate amount of time to hear back

        2. Took a little too long to hear back

        3. Took far too long to hear back

        4. Never heard back

        5. Don’t recall


  1. IF RECEIVED INFORMATION AND DID NOT VOLUNTEER IN Q1: Please explain why you decided not to volunteer after receiving information about sites where you might volunteer.


Text box for the open answer. Open-ended



  1. IF RECEIVED INFORMATION IN Q1: Please indicate how you would rate your experience with regard to coordinating with the Community Partner or Site Coordinator.


Very Satisfied

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

Not Applicable

The Community Partner or Site Coordinator matched you with a volunteer position based on your skills and experience.







The Community Partner or Site Coordinator’s expectations or guidelines regarding your role as a volunteer were clear.








The Community Partner or Site Coordinator provided the information needed for you to feel comfortable performing your assigned role.








  1. IF RECEIVED INFORMATION IN Q1: Did your experience connecting with a Community Partner or Site Coordinator make you…

  1. Much more interested in volunteering

  2. More interested in volunteering

  3. As interested in volunteering

  4. Less interested in volunteering

  5. Much less interested in volunteering


  1. IF RECEIVED INFORMATION IN Q1: How would you rate your overall experience coordinating with a Community Partner or Site Coordinator in advance of actually volunteering?

  1. Very Satisfied

  2. Satisfied

  3. Neither Satisfied nor Dissatisfied

  4. Dissatisfied

  5. Very Dissatisfied

  6. Not Applicable




  1. IF RECEIVED INFORMATION IN Q1: What one thing should be improved during the coordination process between Community Partners/Site Coordinators and volunteers?


Text box for the open answer. Open-ended



Volunteer Experience

  1. IF VOLUNTEERED IN Q1: How satisfied were you with the Community Partner or Site Coordinator where you volunteered?

  1. Very Satisfied

  2. Satisfied

  3. Neither Satisfied nor Dissatisfied

  4. Dissatisfied

  5. Very Dissatisfied

  6. Not Applicable


  1. IF VOLUNTEERED IN Q1: When you volunteered, what category of taxpayers did you serve? Select all that apply.

    1. Low-income taxpayers

    2. Elderly taxpayers

    3. Taxpayers with limited English

    4. Military personnel

    5. Students

    6. Taxpayers with disabilities

    7. Other (specify) ______________



  1. IF VOLUNTEERED IN Q1: Please indicate how you would rate your experience with regard to the overall experience of volunteering.


Very Satisfied

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

Not Applicable

The volunteer experience was a success.







I had the right training to make this a good experience.







I was prepared to help others.







I made a difference for someone through this experience.








  1. IF VOLUNTEERED IN Q1: How would you rate your overall experience serving as a volunteer?

  1. Very Satisfied

  2. Satisfied

  3. Neither Satisfied nor Dissatisfied

  4. Dissatisfied

  5. Very Dissatisfied

  6. Not Applicable


  1. IF SATISFIED IN Q23: What one thing made you feel most satisfied with your overall volunteering experience?

Text box for the open answer. Open-ended



  1. IF DISSATISFIED IN Q23: What one thing made you feel most dissatisfied with your overall volunteering experience?

Text box for the open answer. Open-ended


  1. IF DISSATISFIED IN Q23: What could the Community Partner or Site Coordinator have done to improve your satisfaction?

Text box for the open answer. Open-ended


  1. IF VOLUNTEERED IN Q1: How valued did you feel by the Community Partner or Site Organizer?

  1. Very Valued

  2. Valued

  3. Neither Valued nor Unvalued

  4. Unvalued

  5. Very Unvalued


  1. IF VOLUNTEERED IN Q1: How likely are you to recommend VITA/TCE volunteer opportunities to friends, co-workers, or family?

  1. Very Likely

  2. Likely

  3. Neither Likely nor Unlikely

  4. Unlikely

  5. Very Unlikely


  1. IF VOLUNTEERED IN Q1 AND WERE NEITHER LIKELY/UNLIKELY, UNLIKELY, OR VERY UNLIKELY IN Q28: What would make you likely to invite a friend?

Text box for the open answer. Open-ended


Communications



  1. IF VOLUNTEERED IN Q1: Please indicate how you would rate your experience with regard to communications, interactions, and experiences with the Community Partner or Site Coordinator.


Very Satisfied

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

Not Applicable

The Community Partner or Site Coordinator communicated everything I needed to know.







The Community Partner or Site Coordinator used the technology I prefer for communications.







The Community Partner or Site Coordinator communicated with me an appropriate amount of time.







I had a good relationship, or rapport, with the Community Partner or Site Coordinator, making it pleasant to communicate.









  1. IF VOLUNTEERED IN Q1: How did the Community Partner or Site Coordinator communicate with you? Select all that apply.

  1. Face-to-Face

  2. An individual phone call (without other participants)

  3. An individual video call (without other participants)

  4. A video conference call (with other participants)

  5. A phone conference call (with other participants)

  6. Email

  7. Text

  8. Other (specify) ______________________





  1. IF VOLUNTEERED IN Q1: How would you rate the overall quality of communication with the Community Partner or Site Coordinator you volunteered with?

  1. Very Satisfied

  2. Satisfied

  3. Neither Satisfied nor Dissatisfied

  4. Dissatisfied

  5. Very Dissatisfied

  6. Not Applicable





Recognition and Retention



  1. IF VOLUNTEERED IN Q1: Please indicate how you would rate your experience with regard to recognition from the Community Partner or Site Coordinator of your volunteer experience.


Very Satisfied

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

Not Applicable

I was adequately recognized for my volunteer efforts.







I received thoughtful feedback on my volunteer efforts.







I received something for my efforts that was useful to me, such as an award or small gift.







I benefited from opportunities to socialize with others.









  1. IF VOLUNTEERED IN Q1: What aspects did you enjoy about volunteering? Select all that apply.

  1. Learned a new skill or improved a current skill

  2. Free education

  3. Networking

  4. Rewarding experience

  5. Continuing education credits

  6. Tax preparation savings for you and your family

  7. Other (specify) _____________

  8. None of these [Removes any other selections]



  1. How important were each of the following in recognition of your volunteer efforts?


Very Important

Important

Neither Important nor Unimportant

Unimportant

Very Unimportant

Weekly socials






Certificate acknowledging

my efforts







A dinner or mixer event






A gala after tax-filing season






Gift certificates






Awards






Gifts or rewards







  1. What else might be important to recognize your volunteer efforts?

Text box for the open answer. Open-ended




  1. IF VOLUNTEERED IN Q1: How would you rate your satisfaction with the overall level of recognition you received for your volunteer efforts?

  1. Very Satisfied

  2. Satisfied

  3. Neither Satisfied nor Dissatisfied

  4. Dissatisfied

  5. Very Dissatisfied

  6. Not Applicable


  1. IF VOLUNTEERED IN Q1: How likely are you to volunteer with the VITA/TCE program again?

  1. Very Likely

  2. Likely

  3. Neither Likely nor Unlikely

  4. Unlikely

  5. Very Unlikely


  1. IF VOLUNTEERED IN Q1: What one element of the volunteer experience would keep you coming back to volunteer?

Text box for the open answer. Open-ended


  1. Which of the following would most encourage you to volunteer in the future?

  1. Social events

  2. Volunteer meetings

  3. Off-season communications

  4. Stipends available to volunteers

  5. Amount of training offered

  6. Awards/recognition

  7. Other _________________


  1. Looking at every aspect of volunteering that you answered questions about in this survey so far, how would you rate your satisfaction with all that you experienced?

  1. Very Satisfied

  2. Satisfied

  3. Neither Satisfied nor Dissatisfied

  4. Dissatisfied

  5. Very Dissatisfied

  6. Not Applicable


  1. Looking at every aspect of volunteering that you answered questions about in this survey so far, how motivated are you to volunteer in the future?

  1. Very Motivated

  2. Motivated

  3. Neither Motivated nor Unmotivated

  4. Unmotivated

  5. Very Unmotivated

  6. Not Applicable

.

Demographics


  1. IF VOLUNTEERED IN Q1: Did you volunteer with any of these programs? Select all programs for which you are at least fairly certain.

    1. The Volunteer Income Tax Assistance program, or VITA

    2. Tax Counseling for the Elderly, or TCE

    3. I may have volunteered for one of these but am not sure

    4. I did not volunteer with these programs

    5. Other (specify) ______________


  1. IF VOLUNTEERED IN Q1 AND Q43=A,B,C: How many years have you volunteered with the free tax preparation assistance program?
    Years: ____[NUMERICAL Entry Box]____


  1. IF VOLUNTEERED IN Q1 AND Q43=A,B,C: How often did you volunteer during the 2022 filing season?

  1. Less than once a week

  2. One day a week

  3. More than once a week

  4. Other (specify) ______________


  1. IF VOLUNTEERED IN Q1 AND Q43=A,B,C: In which volunteer position(s) did you serve? Select all that apply.

  1. Greeter

  2. Screener

  3. Volunteer Tax Preparer

  4. E-file Transmitter

  5. Site Coordinator

  6. Marketing

  7. Other (specify) ______________


  1. Are you …

    1. A former IRS employee

    2. A current IRS employee

    3. Neither of the above


  1. Where do you currently reside? DROP DOWN OF ALL STATES, DC, Puerto Rico, Virgin Islands, Guam, Military Personnel Overseas.


  1. How would you describe your gender?

  1. Male

  2. Female

  3. Another gender identity

  4. Prefer not to answer


  1. Are you of Hispanic, Latino, or Spanish origin?

  1. Yes

  2. No


  1. Please select the racial category or categories with which you most closely identify. Select all that apply.

  1. American Indian or Alaskan Native

  2. Asian

  3. Black or African American

  4. Native Hawaiian or Other Pacific Islander

  5. White

  6. Some other race(s)



  1. What is your age group?

  1. 20 years old or less

  2. 21-30 years old

  3. 31-40 years old

  4. 41-50 years old

  5. 51-60 years old

  6. 61 years old or more




  1. Which of the following categories describes your household income?

  1. Less than $25,000

  2. $25,000 but less than $35,000

  3. $35,000 but less than $50,000

  4. $50,000 but less than $75,000

  5. $75,000 but less than $100,000

  6. $100,000 but less than $150,000

  7. $150,000 but less than $200,000

  8. $200,000 and above


Future Research


  1. Occasionally, the IRS will conduct additional in-depth research, including focus groups or interviews, to improve taxpayer services. Data collected will be shared with IRS staff, but responses will be used for research and aggregate reporting purposes. Your identity will be protected as required by law. Let us know whether you are interested in participating in future IRS research.

  1. Yes

  2. No



Thank You.


Thank you for participating in the Volunteer Experience Survey. Your opinions matter to us and will be very helpful to the IRS to better serve volunteer needs and improve taxpayer services in the future.


Your response has been recorded. Please close your browser to exit the survey.


Exit survey.

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