VITA Program Coordinator in Greenville, South Carolina at United Way of Greenville

VITA Program Coordinator

Reports to: Regional VITA Program Manager

FLSA Status: Exempt, Full-Time

About United Way of Greenville County

United Way of Greenville County brings together people and resources to build a stronger, more equitable community where everyone has the opportunity to thrive.

Our STAR Values

• Support: Collaborate with our team and partners to advance shared goals.

• Trust: Build transparent and respectful relationships that deliver on promises.

• Act: Show up each day with purpose, innovation, and adaptability.

• Reflect: Hold ourselves accountable to the community we serve and the future we aim to shape.

Where We Serve

United Way of Greenville County (UWGC) serves individuals and families throughout Greenville, Greer, Mauldin, Simpsonville, Fountain Inn, and Travelers Rest, as well as surrounding communities such as Berea, Judson, Gantt, Sans Souci, and Taylors.

UWGC leads the Volunteer Income Tax Assistance (VITA) Coalition. It serves as the coalition's administrative organization, coordinating community partners that provide free tax preparation services to eligible individuals and families across South Carolina.

POSITION SUMMARY:

The VITA Program Coordinator is a member of UWGC's Community Impact team and supports VITA program administration through the VITA Coalition. The VITA Program Coordinator oversees the implementation of VITA services at partner sites during the tax season and supports year-round tax services.

Key Relationships:

External: Community partners, site coordinators, community volunteers, IRS SPEC Relationship Manager

Internal: Volunteer groups associated with Financial Stability, Coalition Partners, and United Way staff.

ESSENTIAL RESPONSIBILITIES

Site & Volunteer Operations

• Lead and manage relationships with current and prospective VITA site partners to expand the Coalition VITA network, recruit new community partners, and support partners in developing and maintaining their own volunteer base.

• Anticipate common taxpayer concerns and develop resources to support Site Coordinators and the Coalition Appointment Center team in resolving issues effectively and ensuring taxpayers are treated with professionalism, dignity, and respect.

• Manage VITA site operations by confirming site locations, schedules, hours, staffing needs, and service delivery plans, and provide ongoing support to ensure sites are prepared to deliver in-person, drop-off/pickup, and virtual tax services.

• Lead and oversee VITA site establishment and closeout, including inventory, distribution, collection, maintenance, and re-inventory of required equipment, technology, supplies, and materials, and establish efficient site flow to support a positive taxpayer and volunteer experience.

• Manage volunteers and sites, including ensuring appropriate coverage for each shift, providing on-call site management, and stepping in to provide site coverage or operational support when needed.

• Ensure returns are prepared within the scope of the VITA program and by appropriate certified volunteers.

• Compile and track program reports to monitor progress toward Coalition return goals, identify areas requiring attention, and take timely action to keep sites, volunteers, partners, and program activities on track.

Volunteer Engagement, Development & Recruitment

• Collaborate with the Volunteer Engagement Director, VITA Regional Program Manager, Coalition Partners, and Marketing team to recruit and engage volunteers through outreach, presentations, events, and other recruitment activities.

• Build and maintain relationships with volunteers throughout the year and during the tax season to strengthen engagement, recognize contributions, and encourage volunteer retention.

• Serve as primary point of contact for volunteers by providing regular communication, answering questions, addressing concerns, providing support, and gathering feedback to enhance the volunteer experience.

• Lead the development and implementation of volunteer training, including schedules, curricula, materials, and study sessions in collaboration with Coalition partners and other VITA programs across the country.

• Monitor volunteer knowledge gaps throughout the season and develop targeted resources, training, and support to address those gaps and strengthen volunteer confidence and accuracy.

• Train, support, and supervise seasonal Site Coordinators in delivering VITA services.

Community Engagement and Financial Literacy

• Partner with the VITA Regional Program Manager and Marketing team to develop and implement outreach strategies that increase awareness and utilization of VITA services and clearly communicate available tax preparation and return delivery options to taxpayers.

• Collaborate with community partners, UWGC's Community Impact team, and Coalition Partners to identify financial education needs and develop or coordinate appropriate programming.

• Collaborate with community and financial partners to promote financial literacy, responsible banking, and economic empowerment, while developing referral pathways that connect VITA clients with appropriate community resources and services.

EDUCATION AND EXPERIENCE

Required Qualifications

• At least three years of professional experience required. Prior experience in volunteer management and tax preparation or tax-related services is strongly preferred.

• Ability to complete the IRS Basic, Advanced, Site Coordinator, and Foreign Student Scholar certification exams with a score of 80% or higher.

• Valid driver's license, reliable transportation, and access to a cell phone required.

• Ability to work a non-standard schedule, including evenings and weekends.

Core Competencies

• Deliver excellent, proactive customer service to taxpayers and stakeholders.

• Demonstrate professionalism, kindness, and respect in all interactions with volunteers, partners, taxpayers, and colleagues.

• Demonstrate initiative by anticipating program needs, identifying opportunities for improvement, and taking action to strengthen VITA operations, volunteer engagement, and taxpayer services.

• Communicate clearly, concisely, and effectively in writing and verbally.

• Pay close attention to details while maintaining perspective and avoiding unnecessary perfectionism.

• Strive for high-quality, effective results and continuous improvement.

• Challenge assumptions and raise concerns respectfully and constructively, while recognizing when a decision or process is sufficient.