VITA Client Services & Outreach Coordinator

United Way of the Bluegrass Inc•Lexington, KY

5d•Hybrid

About The Position

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.

Requirements

Associate degree or an equivalent combination of education and relevant professional experience.
At least one year of experience in customer service, client services, appointment scheduling, community outreach, or a related area.
Strong interpersonal and communication skills, with the ability to establish rapport and work respectfully with clients from diverse backgrounds.
Excellent organizational skills and attention to detail, with the ability to manage multiple schedules, priorities, client needs, and deadlines simultaneously.
Proficiency with basic office and scheduling technology, including Microsoft Office, scheduling platforms, customer relationship management systems, or client-tracking databases.
Reliable transportation and the ability to travel locally between UWBG offices, VITA sites, community partner locations, and outreach events.
Ability to work evenings and Saturdays during the tax filing season.
A client-centered approach that treats each interaction as an opportunity to build trust and confidence in the program.
Strong follow-through and the ability to keep scheduling, intake, documentation, and follow-up processes organized and accurate.
Ability to build authentic and productive relationships with clients, volunteers, community partners, and referral organizations.
Adaptability and the ability to manage a fluctuating, seasonal workload with professionalism and flexibility.
Ability to collaborate effectively with volunteers, Site Coordinators, community partners, and Community Impact team members.
Bilingual English and Spanish communication skills strongly preferred.
Previous experience with VITA, financial-empowerment programming, nonprofit services, or community-based programs preferred.
Familiarity with basic income-tax concepts or a willingness to complete applicable IRS VITA training and certification.
Experience with community outreach, event coordination, or volunteer management preferred.
Verification of employment history and educational or professional qualifications.
Professional reference checks.
Criminal background screening.
Verification of a valid driver’s license and required automobile insurance.
Verification of authorization to work in the United States.
Completion of any IRS-required suitability, training, certification, or program requirements.
Any additional screening required because of the position’s access to taxpayer information, confidential client records, or federally funded program systems.

Nice To Haves

Bilingual English and Spanish communication skills strongly preferred.
Previous experience with VITA, financial-empowerment programming, nonprofit services, or community-based programs preferred.
Familiarity with basic income-tax concepts or a willingness to complete applicable IRS VITA training and certification.
Experience with community outreach, event coordination, or volunteer management preferred.

Responsibilities

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.
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.
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.
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 WayPoint Centers and other financial-empowerment resources.
Track and report client-satisfaction measures and outreach outcomes to support continuous program improvement.
Assist with collecting client success stories and testimonials for grant reporting, funder communications, and organizational storytelling.
Communicate recurring client concerns, service barriers, and improvement opportunities to VITA program leadership.
Maintain professionalism, sensitivity, and confidentiality throughout all client communications and follow-up activities.
Support VITA program leadership with the collection, entry, review, and maintenance of data required for IRS and grant-compliance reporting.
Help maintain site readiness in accordance with IRS Quality Site Requirements and other applicable program standards.
Maintain accurate and organized client, scheduling, outreach, and program records.
Protect taxpayer and client information in accordance with applicable privacy, confidentiality, and data-safeguarding requirements.
Complete required training or IRS VITA certification as directed.
Assist with administrative responsibilities related to VITA program operations.
Perform other related duties and support special projects as assigned.