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Internal Revenue Service Lead Case Advocate (Taxpayer Advocate Service Team Leader) in Des Moines, Iowa

Summary

WHAT IS THE TAXPAYER ADVOCATE SERVICE (TAS) DIVISION?The Taxpayer Advocate Service is an independent organization within the IRS. The TAS mission is to assist taxpayers in resolving their problems with the IRS (Case Advocacy), and to identify and propose administrative and legislative solutions to mitigate those problems (Systemic Advocacy).See Other Information for Locations

Responsibilities

WHAT DOES A LEAD CASE ADVOCATE DO? The Case Advocate serves as an advocatefor taxpayers who have experienced a delay beyond normal processing time, where systemic issues have been identified and actions taken,or who have suffered or are about to suffer a tax hardship that the Taxpayer Advocate Service (TAS) attempts to relieve. In this role, you will resolve taxpayer problems that have not been resolved through normal IRS channels and are generally expected to handle some of the most problematic cases independently. You may be assigned cases that are anticipated to be among the most difficult to resolve due to complicating factors, or that relate to a specialtyin which you have expertise.

As a Lead Case Advocate you will: Serve as a team leader and provide leadership to a team of GS-501 Case Advocates. Lead the team in identifying, distributing, and balancing workload among employees in accordance with skill level in coordination with the manager and suggesting adjustments in the workload to ensure timely completion of the casework.

Provide assistance to the taxpayer in the most complex technical and procedural tax cases covering the full range of issues encountered in the TAS office. The Lead Case Advocate represents the office in advocating these cases involving complications and specialized issues for the taxpayer with the IRS’ operating divisions/functions.

Communicate TAS mission, vision, strategic plan, and values to team members and ensures the integration of all the team’s goals, objectives, strategies, work plans, and work products and services.

Elevate procedural/policy issues and provide technical recommendations through TAS Systemic Advocacy leadership channels to identify taxpayer issue trends and improve case processing methods.

Serve as a classroom instructor, On-The-Job Instructor and coach as well as Subject Matter Expert as needed in development of training material and training classes.

Provide guidance to the team in the selection and application of appropriate problem-solving methods, and techniques. Advice includes work methods, practices and procedures as well as assistance in identifying parameters to viable solutions.

Represent and communicate team consensus and convey team’s findings and recommendations in meetings and dealings with the manager, other team leaders, program officials, and other customers on issues related to or that have an impact on the team’s objectives, work products, and/or tasks and on actions affecting the team and individual awards, rewards, or recognition.

Analyze trend reports, identify improvement opportunities for team effectiveness, efficiency, and work products, and develop and implement improvements, including those addressing training needs.

Identify any technical deficiencies, create necessary technical and/or procedural job aids and communicate training needs of team members to the manager.

Provide guidance to targeted audiences in seminars, speeches and workshops. Provide training and assistance to lower-level employees as necessary. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov.

Requirements

Conditions of Employment

Refer to Other Information

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Must be a U.S. Citizen or National

IRS Employees with Career or Career Conditional Appointments

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Qualifications

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

GS-12 LEVEL: You must haveone year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position is experience that is typically in or related to the work of this position and provided you with the particular knowledge, skills and abilities to perform successfully the duties of this position. Specialized experience for this position includes experience advising and assisting taxpayers or their representatives in meeting the taxpayer's Federal tax obligations and to interpret the contents and effects of various legal instruments such as leases, wills, assignments, deeds, trusts, etc., which might affect property, property rights, and income of customer cases in order to obtain information pertinent to resolution of tax issues. Experience in accounting, examination, return processing, collection and/or Taxpayer Advocate Service techniques; and of general and geographic business practices sufficient to independently process the complete range of cases. Advocating for taxpayers with significant hardship as defined in IRC 7811. Resolving case issues, and negotiating with, influencing, or persuading other IRS Operating Divisions (ODs), e.g., through the issuance of an Operational Assistance Order (OAR), on a full range of individual and business tax returns. Experience with tax administration problems potentially having a negative impact on a significant number of taxpayers, including identifying potential systemic issues and taking appropriate action. Experience composing written communications throughout the process of resolving cases, e.g. initiating OARs and letters to taxpayers and their representatives for the purpose of resolving tax account issues and/or providing education regarding tax obligations, responsibilities, rights and options, including possible adverse consequences of decisions. Applying technical tax law based on the Internal Revenue Code and Regulations, making hardship determinations, conferring with subject matter experts or Counsel in developing a strategy for advocating and resolving a taxpayer’s issue. Preparing and executing case action plans to advocate for case resolution for taxpayers, representatives or Congressional offices.-The experience may have been gained in the public sector, private sector or Volunteer Service.1 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.

In addition to the above requirements, you must meet the following, if applicable:You must have been at the GS-11 level for 52 weeks (time-in-grade requirement).

Education

Additional Information

One (1) Position is located in Taxpayer Advocate Service, DEDCA, Area 6 at 210 Walnut St, Des Moines, IA (IA0112).

POSITION DESCRIPTION: 96630A PM/C SharePoint site is available for IRS Employees at: https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspx

CONDITIONS OF EMPLOYMENT: We may select from this announcement or any other source to fill one or more vacancies.

This is a bargaining unit position.

Relocation Expenses: No

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

Tour of Duty:Monday - Friday, 8:00 a.m. - 4:30 p.m.

Must meet IRS telework eligibility requirements.

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

Travel may be required for training.

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