A Helping Hand for Tax Season

United Way volunteers are making it easier for low- to moderate-income households to file accurately, access credits, and save hundreds in preparation fees. By Mariana Simioni

For many residents across northern New Jersey, tax season presents a familiar challenge: paying an average of $300 for commercial tax preparation or attempting to file alone, which risks missing refunds and credits. In a region where wages often don’t keep pace with living costs, that choice can make a significant difference.

Last year alone, United Way of Northern New Jersey and its partners helped complete more than 5,700 tax returns, saving residents about $1.7 million in preparation fees and returning more than $7.6 million in refunds to local households. For ALICE families—those who are Asset Limited, Income Constrained, and Employed—missing major credits like the Earned Income Tax Credit or Child Tax Credit can cost thousands of dollars.

Beginning in February, United Way of Northern New Jersey and its partners will once again offer free, IRS-certified tax preparation services at locations throughout the region, including its Dover site at First Memorial Presbyterian Church. The program serves households with yearly incomes of $89,000 or less.

A PROGRAM BUILT FOR WORKING FAMILIES

The Dover tax site has served families throughout Morris County for more than 20 years, with some volunteers dedicating decades to the effort. Ron Ouellette, one of Dover’s longest-serving volunteers with 25 years of experience, has become a fixture in the community. 

“People come in and know him,” says Director of Financial Empowerment at United Way of Northern New Jersey Monica Conover. “He’ll know their kids, who are now teenagers or young adults.”

Post-pandemic volunteer shortages have required adjustments. United Way assumed leadership of the Dover location three years ago to help sustain operations, and the site now operates on Tuesdays by appointment only. This season, organizers expect to serve about 400 residents at the Dover location alone. Despite reduced hours at some locations, United Way maintains its commitment to accessible service throughout the region, with bilingual staff available at certain sites.

United Way’s tax preparation service is part of the IRS’s Volunteer Income Tax Assistance (VITA) program. The organization partners with Norwescap, Greater Providence Missionary Baptist Church, the IRS, and a network of trained volunteers who complete extensive IRS certification to become tax law-certified preparers. The service is strictly for individuals and families—businesses and landlords are not eligible. 

Ouellette’s path to volunteering began after retirement. “When I needed something to do, I figured I’d volunteer,” he recalls. “I was interested in taxes, so I went and got certified.”

That certification requires serious commitment. Volunteers must complete IRS training, pass a test with a score of 80 percent or higher, and undergo additional training on handling confidential information. The process repeats annually, regardless of experience. “Everybody, no matter how many years they’ve been doing it, has to get recertified every year,” he explains.

The rigor pays off. When the IRS conducts annual reviews, volunteer sites often outperform paid preparers. “Because we’re volunteers, we can take extra time with a client,” Ouellette says. “If you’re a paid preparer, time is money. We can spend more time making sure they get all the credits they’re entitled to.”

Volunteers ensure that all eligible deductions and credits are claimed, helping families maximize refunds while saving an average of $300 in tax preparation fees, according to data from United Way. For families across Morris, Somerset, Sussex, Warren, and portions of suburban Essex County, those savings are critical. Across New Jersey, approximately 1.3 million households struggle to afford necessities, including housing, food, healthcare, and transportation, according to the 2023 United for ALICE report. 

The program receives funding from multiple sources, including the state of New Jersey, which has provided matching grants for several years.

PROTECTING FAMILIES FROM PREDATORS

Many residents throughout the region who come to United Way have previously been misled by commercial tax preparers. Conover has seen clients charged for refund advance loans—short-term loans against expected refunds that many don’t realize come with interest or fees. 

“People don’t understand that those ‘refund advance loans’ are loans,” she says. “If they owe child support or student loans, they may not get that refund.”

Some preparers fraudulently inflate deductions to promise bigger refunds. “I’ll see where preparers are writing off ridiculous things,” Conover notes. “Someone working at McDonald’s and they’re writing $10,000 in business expenses.” When the IRS catches these errors, clients face the consequences—not the preparers.

Ouellette has witnessed similar problems. “A lot of taxpayers have had problems with fraud in the past,” he says. “We make sure everything is done correctly and honestly.”

SERVING A DIVERSE COMMUNITY

The Dover site serves a particularly diverse population. “We have a big Hispanic population that comes in,” Ouellette says. “Some of the people we serve have ITIN numbers because they don’t have a Social Security number.”

For those without an ITIN, volunteers are available to assist people with the application process. United Way also serves as a certified acceptance agency, helping residents apply for or renew ITINs—a critical service for workers who must file taxes but lack a Social Security number.

Appointments typically run from 45 minutes to two hours, depending on complexity. Once filed, federal refunds usually arrive in about two weeks via direct deposit, while state refunds can take six to eight weeks. 

WHAT THE REFUNDS MEAN

Volunteers who staff sites like Dover year after year find deep purpose in their work when they witness firsthand the impact these refunds have on working families.

“Anybody that comes in there, no matter the situation, they’re so grateful,” Conover says. “It is incredibly humbling to see how hard somebody is working for so very little money.”

Ouellette sees the same impact. “You’re helping people whose income is low and who really can’t afford to pay a tax preparer,” he says. “We save them three or four hundred dollars just by doing their return. That money makes a big difference to them.”

These refunds rarely go toward luxuries. Instead, they help families catch up on bills, cover summer camp fees, or supplement income for seasonal workers.

Beyond tax preparation, volunteers often identify additional resources clients may qualify for. “When you’re doing a return, you might see their income is under a certain level,” Ouellette explains. “If they qualify, we’ll refer them to Medicare counseling or other programs.”

The connections volunteers build with clients often last for years. Ouellette estimates that 25 to 30 percent of clients return to the practice annually. “We have families that come back year after year,” he says, watching children grow into adults who eventually file their own returns.

What keeps volunteers like Ouellette coming back season after season is straightforward. “You’re helping people—that’s what keeps you coming back,” he says. “It feels good knowing you’re making a difference.”

THREE WAYS TO FILE

Residents can access United Way’s tax services in multiple ways. In-person appointment sites operate at libraries and community centers throughout the region. 

For those who prefer not to travel, United Way also offers an online portal where clients can upload documents such as photo IDs, W-2s, 1099s, and other income records. IRS-certified volunteers prepare the return and follow up via phone and video verification. Most returns are completed within seven to 10 days. 

United Way also offers limited drop-off appointments at select locations, where clients have their documents scanned and then return on a designated day to review the prepared return. 

For households earning $89,000 or less, United Way provides free self-filing software that handles both state and federal returns, including Schedule C for self-employed filers.

WHO QUALIFIES

Most wage earners, retirees, and individuals with straightforward tax situations are eligible. However, the program has limitations. It does not handle returns involving rental properties, cryptocurrencies, farm income, business losses, multi-state filings, or certain energy-related credits. Filers must provide government-issued photo ID, Social Security cards, or ITINs for everyone listed on the return, as well as documentation of income and deductible expenses. 

WHY IT MATTERS

Beyond taxes, the program connects families to financial education and other United Way services. “The tax program is like the gateway into United Way,” Conover says. “Into helping people with their financial education.”

Looking ahead, Conover envisions expanding these services even further. “I would really love to see a financial empowerment center in Dover,” she says. 

For now, she’s motivated by the people the program serves and the dedicated volunteers who make it possible. After more than 20 years with United Way, what keeps her going is simple: “The people—knowing how many people we help,” she says. “And the volunteers, how passionate they are. Some have been in the program longer than I have. How many people in the world would say, ‘I want to do taxes for free’? But they love doing it.”

HOW TO GET STARTED

Residents throughout northern New Jersey can schedule appointments by visiting unitedwaynj.org, texting “FreeTaxNJ” to 51555, or calling 973-993-1160, ext.5, to leave a message for a tax scheduler. The program begins in February and runs through tax season. 

For those facing transportation challenges after their appointment, United Way can arrange free Uber or Lyft rides to help clients get home. Residents who refer a friend to the program can receive grocery gift cards for both themselves and their friend, thanks to funding from Social Finance.