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Duties

WHAT IS THE HQ- HEADQUARTERS 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: Direct File The following are the duties of this position at the full working level. Subject matter expert and advisor across the Service, including all levels of leadership and staff on improving customer and employee experience products, directly reporting to the CIR complex. Leads planning efforts for internal and external communication for implementation and refinement of agency-wide initiatives that have significant impact on issues facing Direct File. Examples include participating serving on task forces or study groups as the representative to address Service wide issues or opportunities or performing independent analyses of Service wide or specific programs or operations. Coordinates input activities from outside the organization including identifying new or modified methods of performing work to demonstrate expert analytical or process analysis skills. 25% Develops cross-functional communications activities within the Direct File organization and across the organization, to include development of internal infrastructure with interdisciplinary teams to address and deliver consistent, clear, and intuitive communications to develop a high-quality customer experience for the CIR complex. Develops strategic and operational internal and external communications and liaison activities that include assessments and reports to assist the Chief, Direct File with oversight responsibilities by conducting analyses to support operational reviews and to measure achievement of goals and performance expectations, execution of plans, accomplishment of benchmarks, compliance with directives, and effective utilization of resources. Understands, evaluates, monitors, and measures the development and execution of solutions to improve internal and external customer and employee experiences across critical touchpoints. Develops, implements, and manages customer and employee experience products and best practices, including establishing standards. Considers the implications of emerging technological developments, economic and social trends, in the development of process and quality improvement best practices and methodologies. Ensures that systems/processes for internal and external communications and outreach, including visual and digital communications, are developed with quality to deliver value to customers and achieve the desired organizational results, including increased productivity, effectiveness, and sustainability. Conducts planning, development, coordination, and implementation of customer and employee experience products and taxpayer experience products that impact multiple organizations and/or IRS locations. As a technical expert on IRS Communications guidelines and policies, interprets, develops, adapts, and coordinates analytical reviews of new policies, procedures, and program requirements of the Service and their impact on the Direct File's operations and resources, and accordingly advises of public reaction/attitudes to policies and emerging issues and identifies and develops strategies to assist the Chief, Direct File in meeting the needs of internal and external customers and in coordination with C&L including advising and negotiating acceptance of conflicting issues to formulate specific policies. Applies and disseminates newly developed or revised policies and procedures for use across the organization. Provides key input to leadership and team members and ensures all communications project tracking and documentation aspects are completed accurately, thoroughly, and timely. Conducts and manages periodic reviews of quality requirements for communications products. Assists with analytical studies relating to communications and digital services that may require input from other analysts and subject-matter experts to ensure appropriate quality standards and operational definitions are in place. Conducts briefings and prepares comprehensive reports to keep Chief, Direct File fully apprised of project plans and progress, and to communicate findings and recommendations. Establishes system to review, control, and report on project status including metrics for making decisions for improved customer experience products; measure, monitor and analyze metrics to ensure IRS is investing time and money on customer experience communications and outreach activities and initiatives with the highest impact to customer segments.

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-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 GRADE-14: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience includes: Experience assigning work; Experience reviewing, editing and publishing written content; Experience providing feedback on AP Style and IRS writing standards; Experience assuring message consistency of communications delivered across multiple platforms and providing updates to management on team accomplishments and deliverables; Experience as a webmaster for both IRS intranet and IRS internet content updates; Experience with IRS Strategic Communications Planning 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 (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

Contacts

• Address HQ - Direct File 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]