Every tax season, call volume rises. We see it across nearly every library we support. Patrons want forms, dates, appointments, and help sorting out what’s available. Most of the calls fall into a small set of predictable questions. When staff have quick answers ready, the whole season feels calmer.
These are the core items worth locking down before January hits.
Are We Stocking Tax Forms?
This one comes up constantly. Some patrons call before forms have even shipped. Decide the plan early:
- Are printed forms available this year?
- If yes, which ones? Federal 1040, state forms, instruction booklets, schedules?
- Where are they located in the building?
- If your library doesn’t stock forms, make sure staff can explain where patrons can get them and what the printing cost will be if they choose to print at the library.
A simple staff note or shared FAQ covers most of the confusion.
Who Handles Questions About Forms?
A caller might ask about availability, restock timing, or odd edge cases. Staff should know who takes those questions.
Options differ by library:
- Reference desk
- Circulation
- A specific staff member
- A local agency that handles tax assistance
Pick one and communicate it clearly. Newer or part-time staff rely on this kind of clarity.
Are We Offering Tax Preparation Programs?
Some libraries host AARP Tax-Aide or Volunteer Income Tax Assistance (VITA). Others run small workshops or drop-in sessions.
If your library is offering anything this year, document:
- Program name
- Branch locations
- Dates and hours
- Appointment rules
- Age or income requirements, if applicable
- How appointments are made
These details drive a surprising number of calls. Patrons often phone in instead of checking the website.
Where Do We Send People With Detailed Tax Prep Questions?
Most libraries aren’t in the business of tax advice. Staff need a clean handoff path for deeper questions.
Typical options:
- The branch hosting a program
- A designated staff member or reference librarian
- A partner organization’s phone line
- A community help center
Staff shouldn’t have to guess. One clear referral point is enough.
What Local Resources Can We Refer People To?
Some patrons want preparation help, not forms. Others need filing assistance or general guidance.
Gather the basics on:
- VITA locations
- Senior centers offering help
- IRS local contacts
- Community nonprofits
- City or county resource directories
Even a short list saves staff from searching during a call.
Why This Work Pays Off
We’ve answered thousands of tax-season calls for libraries. A shared FAQ makes a tangible difference. It shortens calls. It keeps messaging consistent. It prevents staff from improvising answers on the fly.
Tax season runs smoother when the team isn’t scrambling for information.
If Call Volume Outpaces Your Staff
Some libraries handle the spike without trouble. Others hit a wall once forms arrive. If you need extra support – whether for the whole season or just the tax-related calls – Unique Patron Services can cover the phones and follow your local guidance.
You can still get this in place for 2026, explore the options here.