Answering Administrative Questions
The Volunteer Resource Guide, Publication 17, and www.irs.gov contain the answers to many administrative questions that are asked by taxpayers during the interview process.
Questions such as "How can I get a copy of my prior year's return" or "How can I get a copy of an IRS form or publication" can be answered by researching your reference materials.
Turn to the "Frequent Taxpayer Inquiries" in the References tab of the Volunteer Resource Guide and review this helpful information. For a list of phone numbers you can provide to taxpayers, refer to the bottom portion of the "Contact Information for Volunteers," located in the back of the Volunteer Resource Guide.
Review the index in the back of Publication 17 and locate the answers to the taxpayers' inquiries for questions not answered in the Volunteer Resource Guide.