Program Manager (Department Manager, Centralized Case Intake)

Summary

WHAT IS TAXPAYER ADVOCATE SERVICE? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TAS - Deputy National Taxpayer Advocate REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

General Manager Duties: As a Department Manager you will: Define business goals, develop work plans and set short and long term priorities to be accomplished by subordinates. Direct, coordinate and oversee work plans through subordinate managers and supervisors. Assign work based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. Evaluate program implementation and effectiveness. Provide guidance, advice, counsel or instruction to subordinates in resolving administrative and on technical problems. Manage relationships with functional executives of IRS operating divisions within the area serviced, officials of other agencies, and in advising management officials of higher rank. Develop performance standards and evaluate work performance of subordinate supervisors and managers; Serve as the reviewing official on evaluations and performance recognition or disciplinary actions of non-supervisory employees rated by subordinate supervisors. Manage and resolve group grievances, employee complaints and/or other issues elevated to the second level. Make decisions and/or approve expenses on routine and/or non-routine, costly or controversial requests and/or personnel related actions (e.g., selection, training, promotions). Serve as a coach and/or mentor to subordinate managers and/or employees on an ongoing basis, tailoring the emphasis based on the particular needs and background. Initiate ways to improve efficiency of the department and increase the quality of the work directed; Find and implement ways to eliminate or reduce significant bottlenecks and barriers to production, promote team building or improve business practices. The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Regularly meets with CCI and TAS leadership, IRS senior leadership, and other government officials to discuss TAS policies and procedures, to promote voluntary compliance, reduce taxpayer burden, and to secure information concerning current tax issues and proposed changes in the tax code. Oversees the application of the TAS Delegated Authorities (as outlined in TAS-13-2-1) by being responsible for the Intake Advocate's (IA) treatment and communication with taxpayers; and responsible for the IA's appropriate handling of taxpayer inquiries, either via phones, in-person or paper, within the department. Works with the Director and oversees the subordinate managers to develop and implement overall objectives, strategies, actions and critical success factors for TAS policies within their directorate. Develops and implements necessary plans and schedules for the accomplishment of organizational objectives. STANDARD POSITION DESCRIPTIONS (SPD): PD21094 Visit the IRS SPD Library to access the position descriptions.

Qualifications

Federal experience is not required. Experience may have been gained in the public sector, private sector or through 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/day/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: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service that demonstrates the required managerial skills and technical competence required to perform the job. To be qualifying for this position your experience must include: Using management techniques, methods, theories, principles, and labor relations concepts, to assure optimum utilization of personnel, equipment, and space for the accomplishment of all program objectives with combined technical and administrative oversight; Utilizing programs, work functions, and staff hour planning methods and techniques to initiate, plan, organize, direct and manage the functions and employees of the operation; Utilizing and applying accounting, examination, collection and/or Taxpayer Advocate Service techniques which affect assigned functions and decisions concerning workflow, production, and quality; Using communicative techniques to effectively and diplomatically interact with internal and external customers; Utilizing regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled; Providing customer service to taxpayers or other customers by identifying and resolving complex or sensitive issues. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): 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. Go to Understanding the IRS Paybands for GS/IR conversion.

Education

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. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).