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Duties

WHAT IS THE TAXPAYER ADVOCATE SERVICES (TAS)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: Taxpayer Advocacy Service (TAS), Deputy Executive Director Case Advocacy (EDCA), Area 7 The following are the duties of this position at the full working level. Answers and manages initially incoming telephone call traffic and customer inquiries. This includes, but is not limited to: internal, taxpayer, congressional, and stakeholder contacts. Ascertains the nature of the contact and refers it to another staff member or handles personally any basic issues. Obtains information from customers who are dissatisfied with assistance received in IRS or are experiencing a hardship. Elicits information to clarify basic issues and identify basic Taxpayer Advocate Service (TAS) criteria. Requests forms and worksheets within IRS for customer in response to customer needs. Reviews initial basic customer case-related information received, following Internal Revenue Manual (IRM) 13. 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. Receives and processes Congressional, White House and other priority inquiries received by the office that 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 when clearly distinguishable, or refers them to higher-graded employee for transfer determination. Researches and interprets under supervisory direction basic procedures and rules in applicable databases including Integrated Case Processing (ICP), Servicewide Electronic Research Program (SERP), Integrated Data Retrieval System (IDRS), Taxpayer Advocate Management Information System (TAMIS), and other applicable information. Protects confidentiality of taxpayer information as outlined in IRC §6103 and 7803(c)(4)(a)(IV).

Requirements

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-timework 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. THIS IS A BILINGUAL POSITION: Applicants will be required to demonstrate proficiency in SPANISH You must be able to speak, read and write the selected language in order to be considered proficient in that language. If you indicate language proficiency, you may be tested at some point in the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate proficiency, you will not be qualified for these positions. AND If you are determined tentatively qualified based on your responses to the online questions, you may receive an email directing you to the on-line assessment (Self-Assessment/Job Simulation Assessment) that will include instructions for accessing the assessment website and user log-in. The on-line assessment must be completed within the timeframe of the open testing period indicated in the email. If you pass the on-line assessment, you will be assigned to one of two quality level categories, (i.e., A/B or C ) depending on your overall score from the assessment. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected.

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.

Contacts

• Address TAS - Deputy National Taxpayer Advocate 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]