April 25 2003
8:30am - Noon &1:00pm-4:00pm EST (Day #1)

&

April 26, 2003
8:30am-Noon EST (Day #2)

Hotel Inter-Continental Miami
100 Chopin Plaza
Miami, FL 33131

Meeting Day #1

Quorum= 6
Total Members Present= 9 (both days)

Panel Members Present

• Linda Bader, Chesterfield, MO
• Elizabeth Brodbine-Ghoniem, MA-Vice-Chair
• Yvonne Gallegos-Bodle, Oxnard, CA
• Nancy L. Ferree, FL, Designated Federal Official (DFO)
• Delford Jones, IN, (New Member)
• Sharon Lassar, Miami, FL-Chairperson
• Joseph Meissner, Cleveland, OH
• Sharon Stetz, Salt Lake City, UT
• Bruce Twomley, Juneau, AK

Members Not Present

• Abigail Alicea, Nashua, NH (Excused)
• Mary Balmer, Chapel Hill, NC (Excused)
• Kenneth Logan, Blue Springs, MO

TAP Staff and IRS Staff Present

• Nikki Oyefeso, MLI Program Owner
• Inez E. De Jesus, Program Analyst/Recorder

Guests

• Chad J. Schatzle, Attorney, Legal Services of Greater Miami, Inc. (April 25, 2003)
• Gia-Hoa Ryan, Director, Low Income Tax Clinic, Cleveland, Ohio (April 26, 2003)

Welcome/Announcements/Review Agenda/ Ice Breaker Chairperson Lassar opened meeting timely by welcoming everyone, and a special welcome to new MLI Issue Committee Member Delford Jones from Indiana.

Each committee member and staff person was provided with the opportunity to introduce themselves.

Review and Approval of Minutes (April 11, 2003)
Approved as amended.

Review Action Items from the Previous Meeting
None

Public Participation/Input
Chair Lassar's Guest: Attorney Chad J. Schatzle, from the Legal Services of Greater Miami, Inc., (Low Income Tax Clinic - LITC) provided the panel with insights based on his experiences with clients who are Limited English Proficient (LEP). He shared with the panel the documents used by Legal Services that are translated into different languages.

Esquire Schatzle suggested that the first initial step when attempting to reach a person who is limited with the English Language is to be able to lead them in the right direction. (Educate)

Secondly, the panel should consider a basic notice on important documents needed. If English is not the basic language, the individual needs to know primarily via an interpreter of what is expected or required of him/her. This information should be provided on an English Language document; e.g. "Please call specific number for assistance". Information is crucial.

Esquire Schatzle &Program Owner Nikki Oyefeso both discussed the ITIN (Individual Taxpayer Identification Number), recent changes and issues that arisen have since September 11, 2001.

Schatzle also suggested that there needs to be an improvement to the accessibility of customer's accounts. Once a power-of-attorney is provided to the IRS, the LITC representative usually has to wait weeks before obtaining information (tax transcripts and statements of account) in written form. (Perhaps being able to get on-line information is a possibility providing a disclaimer to protect taxpayer information is worked out.)

Chair Lassar suggested that perhaps the panel should consider identifying 5 documents, and focus on "How and Where You Can Get Help" and then stop; it appears that translating forms is not where the committee needs to concentrate on.

The panel expressed appreciation to the guest speaker for his input and suggestions.

Updates/Reports from the 3 Subcommittees

Problem Statement #1 (Subcommittee #1)- "Recommendations on how the IRS Can Better Assist Limited English Proficiency (LEP) Taxpayers in navigating the IRS system and understanding its processes" - led by Ken Logan. (Members: Balmer, Ghoniem, Logan &Stetz-

Committee member Mary Balmer was not able to be present at this meeting, but she and DFO Ferree obtained from the IRS the following IRS documents for all to view, which currently exist that assist taxpayers in navigating the IRS system:

• Publication 678, Small Business Workshop 2002 Edition
• Publication 3700 A Virtual Small Business Workshop CD Rom
• Publication 1518, IRS Tax Calendar 2003
• Publication 850 IRS English-Spanish Glossary of Words & Phrases
• Publication 579SP How to Prepare the Federal Tax Return (Spanish Version)
• Publication 596 SP Earned Income Tax Credit (Spanish Version)

Vice-Chair Elizabeth Brodbine-Ghoniem shared that this sub-committee is realizing that the goal of the MLI committee should be to create a simple document (a Primer) with the purpose of directing the individual to where he/she needs to go for assistance. They also realize that the website is not a solution for everyone.

The committee as a whole should review the documents the IRS already has that are aligned with Problem Statement #1. A partnership with the IRS needs to be created.

A question that arose is: "How is the MLI Issue Committee Going to Fill The Gap Where Services is Concerned for the Taxpayer?" There appears to be a need to review the products, services, and processes already available.

Problem Statement #2 (Subcommittee #2)- Recommend Ways to Externally Identify and Validate Vital Documents" - led by Sharon Lassar. (Members: Lassar, Twomley, & Gallegos-Bodle)

Chair Lassar emphasized that as previously discussed, once a document for taxpayers with LEP is created, then Subcommittee for Problem Statement #2 would need to narrow down which documents are vital as per Executive Order 13166 & Vital Documents-"Improving Access to Service for Persons with Limited English Proficiency."

Committee Member Yvonne Gallegos-Bodle shared research she recently conducted with the California Board of Equalization Translation Program. Examples of the informational documents they provide in Spanish, Chinese, Korean and Vietnamese were shared. The California Board of Equalization has recognized the importance of being able to communicate with their diverse population in order to administer their tax programs.

Out of the preliminary list of vital documents that have been identified, which are the most important documents? The committee needs to look at the process being used and what gets translated and how.

Additionally, (consistent with Attorney Chad Schatzle's recommendation and in view of the fact not all limited English-speaking individuals are literate in their first language), critical information must be provided at the critical time and must be sufficiently clear and simple that an interpreter can provide an understandable translation.

Problem Statement #3 (Subcommittee #3)- "Recommend Cost Effective Ways to Address the Needs of Recently Migrated Immigrant Groups" - led by Linda Bader. (Members: Bader, Alicea & Meissner)

Committee Member Linda Bader shared that she has identified a partner via the ESL Program (English As A Second Language) via the Adult Education &Literacy Courses in St. Louis, MO. This program is funded and available nationwide. This may be a beneficial avenue for this committee to explore since a system is already in place, and a great way to reach recently migrated immigrant groups in teaching them their tax responsibilities and obligations. This concept was well received by all and will be pursued. Motion to agree/Action Item for All: Linda Bader is to continue to pursue ESL &each committee member is to contact their local ESL for related information and details. All information is to be forwarded to Linda Bader.

Bader also shared her discovery of the Walgreen Prescription bags that display an advertisement entitled: "Our New Prescription Label Speak to You in Eight Different Languages." Prescription instructions are available to many. Bader brought sample copies for all. This is another means whereby information can be assimilated to LEP individuals new to the American Taxation System.

Bader shared her experiences at the Cincinnati IRS Office where she took photos of the "Kiosk" which she shared with all. For the record, IRS Kiosk is a system, which provides users with access to services and information. The problems with low utilization by multilingual recently immigrated groups, is the lack of adequate understandable information, and the cost at $25,000 each plus programming and upkeep, left Ms. Bader with the feeling there might be a better cost effective way to get information to this group.

Program Owner(s) Presentations
Program Owner Nikki Oyefeso distributed the Multilingual Initiative (MLI) "Team Process Guide" to all.

Action item for the TAP Staff: Analyst De Jesus will ensure that committee members not in attendance receive copies of the MLI Team Process Guide.

Program Owner Oyefeso will be emailing to all the latest 32 Service-wide Recommendations for Improvements by the Acting Commissioner of the IRS in reference to the Multilingual Initiative. (Action Item).

Some of these Recommendations are:

• Improving Forms, Notices, Letters. (If requested, providing these in Spanish Language).
• Tracking "Spanish" Correspondence (currently the target is the Spanish Language)
• Improving Processes for Bi-lingual Services. (Tele-tax)- 151 topics on the Website.
• Improving Tools and Training for Employees.
• Improving Communication &Taxpayer Education.
• The IRS continues to work on making improvements to the bi-lingual telephone service.
• Improvements to the Exam Line &Collection Line.
• 7 Recommendations on ITIN's (Individual Taxpayer Identification Number) revising forms and instructions was recently done.
• Emphasis on Tracking and Monitoring.
• Checkbox for another language preference.
• Staffing Issue-currently there are staffing studies to look at the demands being made on the Employees.
• Creating a depository of all the IRS documents translated into other languages.
• IRS Partnering with various other groups.
• IRS has to provide access to the LEP individual.

Breakout Sessions- Next Action Plans-Validate Recommendations
After discussion and under the direction of the Program Owner, the Problem Statements have been narrowed down to 2 problem statements instead of 3: "Updated MLI's Objectives" are as follows:

• Education of LEP- working to educate people on how to access information. Dissemination of information to LEP, on the why and how in a cost effective efficient manner. Create additional ways.
• How to get help when problems arise.
• Ensure understanding of importance of paying taxes.
• Partners- who are they and what have they done so far.
• Vital Documents- (Forms, Publications, Notices and Letters)- Committee is to review essential documents that need to be translated. If we want everyone to be in compliance, this is what he or she needs to do.

Education:
Information needed- Data Collection

1. What products/services provided by partners (SRM-Stakeholder Relationship Management)
2. What products/services provided by the IRS.
3. Who are IRS partners-focus on LEP. What are the products LEP are receiving? Action item: Nikki Oyefeso is to create a survey and distribute to all.
4. Information provided by other agencies, e.g. SSA, INS.
5. IRS SPEC, TEC, TAS, GLS, C&L Units, & Non-filer Initiative.
6. Identify Other Initiatives by non-IRS groups for LEP's/related organizations.

Closing Remarks
Committee agreed by consensus that commencing from today's meeting, "excused" absences will be annotated accordingly on the meeting minutes.

Due to budget constraints, the TAP Issue Committees will be holding only one face-to-face meeting, until further notice. As a result, the MLI Meeting Calendar will change as follows:

June 13-14, 2003 Face-to-Face meeting will instead be a Teleconference Meeting on Friday, June 13, 2003, 1:00-2:00 PM EDT. (Same Dial in number and Passcode)

In addition, the committee agreed to hold an extra teleconference meeting during the month of June: Thursday, June 19, 2003, 1:00-2:00 PM EDT. (Same Dial in number and Passcode)

Action item for the TAP Staff: Analyst De Jesus will update the MLI Calendar and distribute updated information to all concerned.

Meeting Close

* * *

Meeting Day #2

Public Participation/Input
Panel Member Joseph Meissner's Guest: Gia-Hoa Ryan, Director, Low Income Tax Clinic, (LITC) Cleveland, Ohio, provided the panel with insights based on her experiences in the Vietnamese community. She shared that it is very important to establish an environment of trust when you are dealing with immigrants. The one-on-one approach is very effective. This results in one family telling another family of their positive experiences and the word is spread throughout the area.

Ms. Ryan also emphasized on the importance of "Outreach". The LITC she is affiliated with distributes a flyer entitled: "Are you being Cheated?" This is used as a means to educate the community on what services and IRS credits are available to them. What benefits are available and how to obtain these is part of the educational outreach approach. Ms. Ryan said: "Show the bigger picture and provide tax preparation for the individuals."

Ms. Ryan also suggested that the committee partner/network with ethnic community groups. e.g. "Welfare to Work Programs" & "Office of New Americans".

Education is the key component for the MLI Issue Committee.

Ms. Ryan expressed gratitude for being allowed to share her views with the panel and in exchange the committee extended their appreciation to the speaker.

Action Items for DFO Ferree & Program Owner Oyefeso:

• Slide on the definition of Vital Documents.
• List of who are IRS's formal partners.
• VITA (Volunteer Income Tax Assistance) website links.
• The Asian Directory.

The committee agreed that in order to move forward based on all the information shared so far, the following action items need to be worked on within the time frame as indicated:

Committees Goals &Commitment Dates
SUBMIT SUMMARY REPORTS TO NANCY/INEZ
Submit informational reports to Lead Contacts
Progress Reports due by May 16, 2003
*Please notate that these dates are tentative and subject to change/modification
Currently, the goal is to finalize by Friday, May 30, 2003 (Analyze Everything by then)
Compile Summary Report by June 6, 2003
Submit to TAP by June 11, 2003
Present to Committee by June 19th (justification for additional teleconference meeting)
Develop Recommendations & Draft Report

Closing Assessment
Chair Lassar suggested that a survey be developed as TAP; in the past, non-response to surveys has been a big problem.

Upcoming Tax Forums and Practitioner Seminars were briefly discussed.

In summary:

• the committee hopes to externally validate and identify vital documents.
• Develop a process and determine demand for written documents in a language other than English.
• Ensure due process is served in the administration of tax issues.
• Obtain critical information within a critical timeframe.
• Information is needed from community groups on what they think is necessary information. (Information necessary for translation.)
• Look into SPEC Vita Training (bi-lingual volunteers)
• Look into companies that have done software translations.
• Look into official IRS documents.

Meeting Close

Next Meeting:
Teleconference Meeting- Friday, May 16, 2003, 1:00pm-2:00pm EDT-Same Dial-in and Pass code.

Chair Lassar will be attending her Issue Committee's face-to-face meeting; therefore, Vice Chair Brodbine-Ghoniem will chair the May 16th teleconference meeting.

June 13, 2003