Hang up: Vast majority of Boston EITC tax site phone numbers lead nowhere

UPDATE: 4:03PM — See the survey results below:

Over the weekend, we decided to contact every 2011 Boston EITC tax site to see what kind of message a taxpayer might receive if they called for basic information. The results were depressing. Only one tax site had an up-to-date and professional voice mail. Most had little or nothing about VITA tax prep services. One MAJOR tax site still has a wrong number listed on the Bostontaxhelp.org website.

The complete report will be published later today. For EITC campaigns across the country, this case study might be quite instructive. Follow my recommendations and avoid this kind of fiasco in the future.

Craig Far

ABCD Dudley Square

Voice mail does not mention tax preparation services

Allston Brighton APAC
Voice mail does not mention tax preparation services

Boston Chinatown Neighborhood Center
Voice mail in Chinese only

Boston Citywide Hispanic Center

Voicemail in Spanish. No mention of tax preparation services

Codman Square Tech Center & Dorchester House

This is the model for voice mail explaining tax preparation services. Every tax site should call 617-822-8171 and listen to Shauntell Foster’s message. As good as it gets.

Dorchester Neighborhood Service Center

This voice mail by Christiana is the runner-up. Very pleasant voice. I would recommend including more information similar to Codman Square

UMASS Boston

A voice mail indicates that this mailbox belongs to Kimbery Bomba. She may be the tax site coordinator but there is no information here that tells the caller about free tax preparation, location or hours.

Washington Heights Tenants Association

My favorite voice mail: Memory Full!

Roxbury Resource Center

Call the number. 617-989-9150 (right off the bostontaxhelp.org website)

IT’S DISCONNECTED!

So I think the Boston EITC site coordinator network has it’s work cut out for them in the next few days. Luckily, this is a problem that can be easily solved.

I’m challenging the entire EITC coalition to fix this problem by Friday. There is absolutely no excuse for taxpayers to endure this kind of confusion.

For those tax sites that are not part of the Boston EITC network, I think this is a reminder that one of the most crucial steps in operating a free tax preparation site is to make absolutely sure you communicate a clear message to those customers who are calling your sites for information about your service, hours of operation and how to prepare for a successful visit. It’s not that difficult, but as you can see from this survey, not everyone is currently up to the task.

-Craig Far