If a volunteer is uncertain about how to proceed regarding a taxpayer's situation, what is the best action they should take?

Consulting with a more experienced volunteer or coordinator is the best course of action when a volunteer feels uncertain about how to proceed with a taxpayer's situation. This approach ensures that the taxpayer receives accurate and reliable information, which is crucial for their financial matters. Experienced volunteers or coordinators can provide guidance based on their knowledge and experience, potentially pointing out resources or protocols that the less experienced volunteer may not be aware of.

By choosing to seek assistance, the volunteer demonstrates a commitment to providing quality service and upholding the organization’s standards of professionalism. This collaborative approach not only benefits the taxpayer but also fosters a learning environment for the volunteer, enhancing their skills and confidence in dealing with complex situations in the future. Making a quick decision without sufficient information could lead to mistakes that affect the taxpayer’s financial situation and undermine the integrity of the program, while ignoring uncertainty or ending the conversation would leave the taxpayer without the support they need.