• Analyze complex financial data • Develop tailored tax resolution strategies • Work directly with the IRS to secure outcomes • Review clients’ financial analyses, recent tax returns, IRS transcripts, and other key data. • Prepare customized resolution options for clients to choose from. • Conduct compliance calls to gather missing information or track IRS processing. • Negotiate with ACS to establish resolutions | Installment Agreements, Partial Pay Installment Agreements, Currently Non-Collectible status, Step-Installment Agreements, Penalty Abatement requests • Advocate for clients with creativity, empathy, and unwavering integrity.

• Contact clients and collect outstanding payments • Communicate with customers to encourage them to pay their debts • Maintain trustful relationships while ensuring timely payments

• Contact clients and collect outstanding payments • Communicate with customers to encourage them to pay their debts • Maintain trustful relationships while ensuring timely payments

• Conduct crisis screenings over the phone with those seeking shelter entry into Fairfax County’s shelter for those fleeing domestic violence or callers seeking DV/SV/Human trafficking/Stalking resources. • Provide emotional support through supportive listening, trauma informed, crisis intervention, advocacy and safety planning in addition to providing resources whenever possible and requested. • Provide problem solving, safety planning, education, advocacy to callers as appropriate • Provide appropriate community referrals and work collaboratively with other community agencies to provide comprehensive services for callers where possible and appropriate. • Have a quiet workspace with reliable wi-fi connection to conduct calls professionally and privately while maintaining caller privacy. • Answer every call that comes to the hotline during shift. • Promptly document all calls in required systems, maintain strict confidentiality, and ensure all required information is gathered and recorded. • Ability to navigate and utilize digital platforms for tracking/storing information. • Submit all completed and required documentation no later than the end of a shift. • Adhere to all agency and department policies and procedures. • Remain knowledgeable of best practices related to DV/SV/Human Trafficking/Stalking as well as internal policies and processes that may impact shelter eligibility. • Attend virtual supervision and staff meetings, ongoing training and quarterly meetings, which may be in person periodically. • Communicate regularly with Hotline Program Manager to report the start of your shift, any changes in your schedule, and any challenges you experience answering calls. • Maintain regular communication with supervisor to seek support guidance during shift to process challenging calls if/when necessary. • Consistent showing up to shifts on time and communicating in advance if unable to cover any agreed upon shift. • Ensure compliance with all agency policies. • Exemplify the Shelter House core values; Inclusivity, Collaboration, Accountability, Respect and Empowerment. • The FT Hotline Specialists (Monday –Friday) can expect to have additional administrative duties during periods of down time. • Other Duties as assigned.