LIMITED DURATION - LEAD TAX AND FINANCIAL SERVICE COORDINATOR - CIVIC

Lead Tax Site Coordinator III - Limited Duration

Under the general supervision of the Tax & Financial Services Manager, the Lead Tax Site Coordinator III is responsible for overseeing and executing Volunteer Tax Preparation activities of Impuestos Comunitarios at the MFS Civic location. This role demands exceptional de-escalation and composure skills to effectively manage a fast-paced, dynamic environment. The coordinator will efficiently lead, schedule, and support a diverse team of volunteers and staff, ensuring seamless operations. Additionally, the position requires sharp analytical and research abilities to provide accurate guidance and support to both volunteers and staff in real time.

Agency Culture:

• We use creative and proactive problem solving to build and sustain dynamic community-based programs and quality services
• We believe in the potential of families and individuals at all life stages and focus on prevention, wellness, and independence
• We build strong relationships by collaborating with our funders, partners, and highly trained volunteers, always striving for an extensive commitment to diversity

Essential Duties and Responsibilities:

• Client Support and De-escalation: Maintain a calm demeanor in a fast paced environment, skillfully triaging client needs and managing conflicts with empathy, helping to ease client stress and fear related to tax processes.
• Leadership and Team Coordination: Foster a calm, organized, and inclusive workplace by mentoring staff and volunteers of diverse backgrounds. Delegate tasks effectively to ensure smooth, efficient operations during high-demand times.
• Prioritization and Decision-Making: Quickly assess situations, prioritize competing demands, and make sound decisions in a fast-paced environment to keep services flowing seamlessly.
• Volunteer Support and Development: Create a welcoming atmosphere where volunteers can grow their skills, collaborate, and feel valued while supporting clients with compassion.
• Operational Management: Collaborate with supervisor and other Tax Site Coordinators to maintain consistent communication, coordinate hiring and scheduling, and ensure resources and logistics meet site needs.
• Quality Assurance: Monitor and review tax preparation services to ensure compliance and accuracy, providing guidance while supporting volunteers and staff.
• Emergency Response: Respond calmly and promptly to emergencies involving clients or volunteers, maintaining safety and support.
• ITIN Services: Facilitate ITIN application services as a Certified Acceptance Agent.
• Additional Duties: Attend supervisory meetings, assist other sites as needed, and fulfill other tasks as assigned.

Knowledge, Skills and Abilities Required:

Leadership Skills

• Exceptional ability to remain calm and focused under pressure and to instill that calm in others.
• Effective prioritization and delegation skills in a fast-moving environment.
• Strong mentor and motivator, creating a warm, supportive environment for volunteers and clients alike.
• Demonstrates empathy, self-awareness, and the ability to build strong, trusting relationships

Client-Focused Communication:

• Empathy toward clients facing barriers and fears around tax processes and government interactions.
• Skilled in de-escalation and conflict resolution.
• Clear and approachable communication with staff, volunteers, and clients.

Organizational and Operational Skills:

• Proven ability to manage multiple tasks and teams efficiently
• Strong collaborator across teams and external partners
• Comfortable coordinating logistics, scheduling, and resource management

Tax Knowledge:

• Familiarity with or ability to quickly learn relevant federal and Oregon tax codes
• Licensed tax consultant or IRS-certified volunteer tax preparer experience preferred but not required at hire

Technical and Administrative Abilities:

• Proficiency with Microsoft Office and general computer use - i.e. able to triage and assist with general printer, computer, internet issues that may arise
• Ability to handle sensitive information with discretion and professionalism

CORE VALUES

Equity and Social Justice

• Values working in a multicultural, diverse environment
• Values and supports inclusion and program access for clients
• Supports agency goals for reducing disparity in outcomes for communities of color
• Adopts anti-racism approaches to services by understanding and acknowledging systemic and individual racism and privilege

Collaboration and Teamwork

• Ability to collaborate and communicate effectively with a broad range of individuals and groups within all program areas of MFS as well as other agencies
• Values the inclusion of multiple voices, including clients/service users, in the design and implementation of programs and services

Education and Experience Requirements:

• Proven experience managing teams or volunteers in dynamic, high-pressure environments, with an ability to prioritize, delegate, and support diverse groups
• Minimum of a BA/BS in public service or human services or equivalent related experience
• Experience with database management and quality assurance
• Fluency and ability to communicate effectively in Spanish is required

Other Requirements:

Personal transportation allowing for travel within the Portland Metropolitan area in a timely manner. If driving a personal vehicle must maintain a valid drivers license for the state of residency, personal auto liability insurance coverage and a driving record permitting coverage under the agency auto liability policy.

MFS requires all employees and volunteers to complete a criminal background check. We review the results of all background checks individually and consider all of the circumstances of any issues that arise in a background check during the hiring process.

Work Environment:

Work is performed in an office environment, at community events, and/or at other locations as deemed necessary. This is an in-person position, primarily based at MFS CASH Oregon main office at Plaza. Occasional flexibility for remote work may be considered with prior supervisor approval. The employee may also be required to work or travel to other program locations as needed to support operational needs.

May require occasional early morning, weekend or evening work. Position requires ability to sit for extended periods as well as stand occasionally. Position requires use of computer, telephone, copier and may require accessing locations by use of stairs. Position will be working in an office environment which is often busy and has elevated levels of noise. This position will require moderate lifting of materials and equipment up to 20 pounds.

Metropolitan Family Service is committed to building a diverse workforce to broaden and deepen our work in the communities we serve. We strongly urge candidates from communities of color, disability, LGBTQIA2S+ linguistically diverse populations, older adults and military veterans to consider application to our positions. MFS is an Equal Opportunity Employer.