Intake Advocate (9-month Roster)

Duties

WHAT IS THE TAS - TAXPAYER ADVOCATE SERVICE DIVISION?

A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:

Tax Payer Advocate Service (TAS)-Deputy Executive Director Case Advocacy (DEDCA)

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

• Answers and manages incoming telephone call traffic and customer inquiries. This includes, but is not

limited to: internal, taxpayer, congressional, and stakeholder contacts. Confers with customers who are

dissatisfied with assistance or are experiencing a hardship. Interviews customer for the purpose of eliciting information to clarify the issues and identify Taxpayer Advocate Service (TAS) criteria. Endeavors to correct to the extent of the incumbent's capacity erroneous interpretations made by the customer. Presents customers with options available, or possible courses of action, and explains consequences of actions taken. Requests forms and worksheets from within the Service for customer needs.

• Reviews, analyzes, and evaluates initial customer contact, case-related information received in TAS

following Internal Revenue Manual (IRM) 13. Receives, reviews, establishes initial controls and distributes all incoming casework in accordance with management guidelines and timeframe specifications. Receipts are either by telephone, electronic or paper correspondence or in-person and originate from customers, their representatives, other IRS divisions and other TAS offices.

• Reviews and processes routine Congressional, White House and other priority inquiries received by the

office to deal with constituent's problems. Makes appropriate referral of non-criteria cases. Ensures TAS

transfer processing guidelines are met on cases received from other TAS offices. Directs inappropriate

transfers to the correct office.

• Independently researches and interprets applicable databases including Integrated Case Processing (ICP), Service wide Electronic Research Program (SERP), Integrated Data Retrieval System (IDRS), Taxpayer Advocate Management Information System (TAMIS), and other applicable information. Interprets relevant data including master file records, tax account history, etc. Inputs customer information outlined in IRM 13 into the ICP System and/or TAMIS and opens IDRS controls.


• Protects confidentiality of taxpayer information as outlined in IRC §6103 and 7803(c)(4)(a)(IV).


• Works closely with other employees on staff utilizing team concept theories and practices.


• Performs other duties as assigned.

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Requirements

Conditions of Employment

STANDARD POSITION DESCRIPTIONS (SPD):

PD94983, PD94984, PD94985, and PD94985

Visit the IRS SPD Library to access the position descriptions.

• Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.


• Obtain and use a Government-issued charge card for business-related travel.

Qualifications

Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

You must meet the following requirements by the closing date of this announcement:

SPECIALIZED EXPERIENCE: GS-5 Level: To be minimally qualified for this position you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: Experience that is related to the work of this position and has provided you with the competencies required for successful job performance. Examples of experience qualifying as specialized include: preparing, receiving, reviewing, and verifying documents; processing transactions; maintaining office records; and locating and compiling data or information from files and other data sources; and contacting customers through correspondence or telephone to obtain information, explain liability, and encourage compliance.

OR

Bachelor's degree or four years of education above high school in any field of study from an accredited college or university. An equivalent amount of combined education and experience. Only education in excess of 60 semester hours, 90 quarter hours or 1440 classroom hours is creditable toward meeting the specialized experience requirement for the GS-5 level. For example, one full year of academic study (30 semester hours, 45 quarter hours, or 720 formal classroom hours) beyond the second year is equal to 6 months of specialized experience. To be creditable, education must have been obtained in an accredited business, secretarial or technical school, college or university.

OR

You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

SPECIALIZED EXPERIENCE: GS-6 Level: To be minimally qualified for this position you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes: experience that is related to the work of this position and has provided you with the competencies required for successful job performance. Examples of experience qualifying as specialized include: preparing, receiving, reviewing, and verifying documents; processing transactions; maintaining office records; and locating and compiling data or information from files and other data sources; processing a variety of tax returns and reports; examining tax returns and supporting documents for current and prior year and amended returns; and contacting customers through correspondence or telephone to obtain information, explain liability, and encourage compliance.

SPECIALIZED EXPERIENCE: GS-7 Level: To be minimally qualified for this position you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: experience that is related to the work of this position and has provided you with the competencies required for successful job performance. Examples of experience qualifying as specialized include: preparing, receiving, reviewing, and verifying documents; processing transactions; maintaining office records; and locating and compiling data or information from files and other data sources; processing a variety of tax returns and reports; ensuring that all required identification, schedules, income tax deposits, or other required information is available; and contacting customers through correspondence or telephone to obtain information, explain liability, and encourage compliance.

OR

COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

AND

MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks.

AND

TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens".

For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series.

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

Additional information

• We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.


• The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages.


• This is a bargaining unit position.


• Tour of Duty: Monday-Friday, Day Shift - Start and stop times between 6:00 a.m. and 6:00 p.m.


• Alternative work schedule, staggered work hours or telework may be available.


• Relocation expenses - NO

Please consider each location carefully when applying. If you are selected for a position at one of your location selections, that location will become your official post of duty.

There are currently openings in the following locations:

26 PODs/29 Vacancies in the following locations:

1 vacancy each in:

ALBUQUERQUE, NM

ANCHORAGE, AK

BIRMINGHAM, AL

BOSTON, MA

BROOKLYN, NY

BUFFALO, NY

BURLINGTON, VT

CHEYENNE, WY

CHICAGO, IL

CINCINNATI, OH

CLEARWATER, FL

DETROIT, MI

EL PASO,TX

HELENA, MT

HONOLULU, HI

HOUSTON, TX

KANSAS CITY, MO

LAS VEGAS, NV

LOUISVILLE, KY

MILWAUKEE, WI

NASHVILLE, TN

PITTSBURGH, PA

PLANTATION, FL

WICHITA, KS

2 vacancies each in:

CLEVELAND, OH

INDIANAPOLIS, IN

OAKLAND, CA

There may be additional vacancies in the other locations listed in the announcement. If vacancies become available in these locations, the announcement will be amended to include the number of vacancies per location and a new cutoff date to fill additional positions.

If the position(s) are no longer needed prior to the closing date, this announcement may be closed early.

This is an open continuous announcement which will be used to fill vacancies in the locations listed as they become available for the next 9 months contingent upon funding and space requirements. Applicants need to apply and/or update their applications by 11:59 pm ET at the close of the following cutoff dates to be considered: Cutoff date(s): 3 weeks from open date (12/20/2023). The next cutoff dates will be 02/14/24, 04/03/24. Chicago only will have a 1st cutoff of 2/26/2024 El Paso only will have a 1st cutoff of 3/14/24.

This announcement may be amended to include additional cut-off dates within the 6- month period if needed, not later than 10 days prior to the additional cut-off date(s). Eligible applicants who apply by the initial cut-off date, will be referred in score order. If additional vacancies exist, remaining applicants will be considered in score order as needed. Selections from this announcement may be made no later than (NLT) 6 months after 1st cutoff date.

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