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Luffman said most clients come in with wage statements, retirement income forms, or Social Security documents. Ninety percent of the returns he prepares result in refunds, which can make a difference even in smaller amounts.
“They were so thrilled,” Luffman said. “I realized they could not and would not pay someone to do their return.”
To meet demand this tax season, United Way of Central Florida (UWCF) expanded its VITA program, increasing daily appointments from 24 to 64. According to UWCF, some sites expanded hours from three to five per day.
Removing barriers
The VITA program operates at 10 sites across Polk County — eight with volunteer preparers and two self-preparation locations.
Residents earning less than $80,000 can schedule a free in-person appointment.
Those earning under $89,000 can also file online through MyFreeTaxes, which includes IRS-trained support by phone in English and Spanish.
Jennifer, a facilitator at Mulberry Community Service Center, which administers the VITA program locally on behalf of United Way of Central Florida, said the cost of filing taxes is a common barrier the program addresses.
Paid providers charged an estimated average of $273 per simple return last year, according to Jennifer.
Last year, taxpayers who took advantage of VITA saved:
Approximately $4,200 at self-preparation sites
Approximately $425,934 on returns prepared by volunteers
VITA e-files returns, and with direct deposit, refunds typically arrive within about two weeks.
Families who can legally claim Earned Income Tax Credit (EITC) and Child Tax Credit (CTC) sometimes enter refund anticipation loans with paid providers, which include interest and fees taken out of the refund. Using VITA eliminates that cost.
“Taxpayers coming to us for the first time are surprised at the ease of the process,” Jennifer said. “The comment we hear most often is, ‘This is a great thing y’all do for the community’.”
Mulberry Community Service Center and UWCF have partnered on the program for 14 years and are exploring potential expansion into Hardee and Highlands counties next year, but doing so would require additional site hosts and volunteers.
Who is using the service
The majority of local taxpayers using the service are seniors — about 51%.
Jennifer said seniors are seeing significant benefit this year from a $6,000 senior deduction ($12,000 for married couples), which reduces taxable income in addition to the standard deduction.
Younger filers are benefiting from provisions eliminating federal income tax on overtime premiums and tips.
“This season has been a busy one already,” Jennifer said.
At the Mulberry Community Service Center site alone, 680 tax returns have already been completed this season — with six weeks remaining.
Last year across Polk County:
1,726 total tax returns were filed through VITA
168 were completed at self-preparation sites
1,558 were prepared by volunteers
Hands-on experience for students
The expanded capacity this year is supported in part by graduate accounting students at Florida Southern College.
The VITA partnership is embedded as an elective in the master’s accounting program. Students complete IRS intake and advanced certifications before preparing returns.
Before preparing returns, students:
Attend two days of IRS-led training
Complete intake interview certification
Complete advanced-level VITA certification
Sign volunteer agreements
Nineteen students enrolled in the course this semester — more than a 50% increase — requiring additional service days.
“I don’t think you can really learn taxes until you actually do a tax return,” said Allison Brown, FSC accounting professor.
Graduate student Michael Dubner said the hands-on experience reinforces what students learn in class.
“The one-on-one experience with clients is something that cannot be replaced,” Dubner said. He said working directly with residents has deepened his understanding of how stressful tax season can be.
Brown said the experience helps students build client communication skills before entering the workforce. “The first time you tell someone to go talk to a client, it terrifies them,” she said.
Students also handle sensitive financial data, including Social Security numbers and income documents, under strict IRS standards.
“Accounting is built on integrity,” Brown said, noting students encounter real-world scenarios that require applying tax law correctly.
Insight Polk examines community conditions and solutions in six target areas from UCIndicators.org: economic & employment opportunity, education, housing, food security, transportation & infrastructure, and quality of life.
LkldNow’s Insight Polk independent reporting is made possible by the United Community Indicators Project with funding by GiveWell Community Foundation & United Way of Central Florida. All editorial decisions are made by LkldNow.
Kayla Borg is a Lakeland native and graduate of Western Carolina University, where she earned her degree in English and film production. She began her media career in Atlanta at CNN, quickly rising from production assistant editor to technical director/editor, leading live broadcasts alongside field reporters. Since then, she’s worked in education, instructional design and independent filmmaking.
