WHAT IS THE TAXPAYER ADVOCATE SERVICE (TAS)DIVISION?
A description of the business units can be found at:
Vacancies will be filled in the following specialty areas: TAS EDCA ITS, CCI
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.
WHAT DOES AN INTAKE TECHNICIAN DO? As an Intake Technician you will interface with customers who were unsuccessful in their attempts to resolve their tax related inquiries through normal channels. In this position you will provide administrative and technical assistance which involves a wide range of issues related to tax-processing requirements and procedures. Assistance is provided in terms of the individual customer's needs in consideration of each customer's situation or problem.
As an Intake Technician you will:
- Manage incoming telephone call traffic and customer inquiries with internal, taxpayer, congressional, and stakeholder contacts.
- Confer with customers experiencing a hardship; clarify any issues and present possible courses of action.
- Review and establish initial controls and distribute all incoming casework within guidelines and timeframes.
- Review and process routine Congressional, White House and other priority inquiries.
- Interpret relevant data including master file records and tax account history.
- Ensure that possible systemic errors and improper tax treatment is brought to the attention of the appropriate areas.
- Protect taxpayer confidentiality information as outlined in IRC *6103 and 7803(c)(4)(a)(IV).
Requirements Conditions of Employment
- If you are in a telework eligible position, you may be directed to temporarily telework on a full-time basis due to COVID 19. Employees must be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. Once normal operations resume, employees may be directed back to the office to perform the duties of their position. Telework eligibility does not guarantee telework; employees must meet and sustain IRS telework eligibility requirements and supervisor's approval to participate in the IRS Telework Program. 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.
- Must be a U.S. Citizen or National and provide proof of U.S. Citizenship. (Birth certificate showing birth in the U.S; Unexpired U.S. Passport; Certificate of Citizenship or Naturalization; or Report of Birth Abroad of a U.S. Citizen (Form FS-240))
- Undergo an income tax verification and review of prior performance/conduct.
- Must successfully complete a background investigation, including a FBI criminal history record check (fingerprint check).
Federal experience is not required. The experience may have been gained in the public sector, private sector or 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: Applicants 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.
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.
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.
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.
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 .
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.
- Note: If substituting Superior Academic Achievement (SAA) for experience at the GS-7 level, please note that grade-point averages are rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9. The Qualifications requirements above will reflect if SAA is accepted for this position and the online questionnaire will offer the option to select SAA as a qualifying response.
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 .
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 for Foreign Education Credentialing instructions.
- Subject to a 1-year probationary period (unless already completed).
- Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
- We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.
- This is a bargaining unit position.
- Tour of Duty:
- Guaynabo, PR: Monday - Friday 7:00am - 3:30pm AST during Eastern Daylight Savings Time and 8:00am - 4:30pm AST during Eastern Standard Time; or Monday - Friday 8:00am - 4:30pm AST during Eastern Daylight Savings Time and 9:00am - 5:30pm during Eastern Standard Time (actual TOD to be defined at job offer)
- Dallas, TX: Monday - Friday 8:00am - 4:30pm or 9:00am - 5:30pm (actual TOD to be defined at job offer)
- Fresno, CA: Monday - Friday 9:30am - 6:00pm
- Ogden, UT: Monday - Friday 8:00am - 4:30pm or 8:30am - 5:00pm (actual TOD to be defined at job offer)
- Seattle, WA: Monday - Friday 7:00am - 3:30pm or 9:30am - 6:00pm (actual TOD to be defined at job offer)
- Alternative work schedule, staggered work hours or telework may be available.
- Relocation expenses - will not be paid.
- Obtain and use a Government-issued charge card for business-related travel.
This is an open continuous announcement which allows applicants to apply up to the closing date of the announcement 11/14/2022
The register will be used to fill an anticipated 75 vacancies. Selections may be made from certificates issued up to 12 months after the 1st cut-off date listed below. Contingent upon funding and space requirements, one or more vacancies may be filled at the locations listed in this announcement as they become available. Applicants need to apply and/or update their applications by 11:59 pm ET at the close of each of the cut-off dates to be considered; first cut-off date for consideration is
. This announcement may be amended to include additional cut-off dates within the 12-month period if needed, not later than 5 workdays prior to the cut-off date or the final selection date.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. .
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
The following documents are required and must be provided with your application.
**All application materials, including transcripts, must be in English**
- Online Application - Questionnaire
- Proof of Enrollment or Education (See Education Section above) - For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, you MUST submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected.
- Registration/License (if applicable) - active, current registration/license
- Military Spouses (if applicable) - You MUST submit verification of the marriage to the service member (i.e., a marriage license or other legal documentation verifying marriage) AND:
- a copy of your spouse's active military orders; OR
- verification of your spouse's 100% service-connected disability (e.g., VA Letter and/or DD-214); OR
- verification of the service member's death while on active duty (DD-1300/Death Certificate). You are not eligible if you were not married to the veteran at the time of death or have since remarried.
Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible).
- Current and Former Federal Employees Documentation (if applicable) - It is recommended that you submit a copy of your most recent SF-50 (Notification of Personnel Action) or equivalent personnel action form which shows your current grade and competitive service status (Position Occupied/Block 34 should reflect "1" and Tenure/Block 24 should reflect "1" or "2").
How to Apply
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on 11/14/2022 and/or cut-off dates in this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 11/14/2022.
To preview the Application Questionnaire, please click the following link:
- To begin the application process, click the "Apply Online" button.
- You will be re-directed to USA STAFFING to complete your application process; answer the online questions and submit all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need was not imported from USAJOBS, you may upload it directly into this application. To protect your privacy, we suggest you first remove your SSN).
- To complete, you must click the "Submit Application" button prior to 11:59 PM (ET) on 11/14/2022.
- After submitting an online application, you will be notified via email whether or not you are required to complete additional online or telephone assessments from ALTA Language Services and will be provided any necessary instructions at that time. The email may be routed to your "Spam" or "Junk" folder.
- Current IRS employees who permanently occupy a bilingual position and achieved a "Fully Successful/Met" or above rating on their most current performance appraisal may not be required to take additional assessments.
- If you are asked to take the ALTA Bilingual Assessment, you will be presented with a unique link to the online portal (online tests) and/or phone number, access code, and PIN (telephone-based tests).
- The Reading Test and Business Writing Test are taken online and require internet access in order to complete these two tests, which may be completed from your home, at your local library, or any other location where internet access is available.
- The Oral (Speaking and Listening) Test requires access to a telephone.
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (). There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: . All of your applications will appear on the
page. The application record in your USAJOBS account provides an
Additional Application Information
page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The
will appear along with the date your application was last updated. For information on what each
means, visit: .
Agency contact information
IRS Philadelphia External
TAS - Taxpayer Advocate Service
1111 Constitution Ave NW
Washington, DC 20224
Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at . We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis; please contact us if you require this for any part of the application and hiring process.
Once your application package and online questionnaire is received you will receive an acknowledgement email. You are responsible for checking status updates and notifications in USAJOBS. Hard copy notifications will not be sent to you. You may check the status of your application for this position at any time by logging onto the USAJOBS "My Account" tab and clicking on "Application Status." For a more detailed update of your application status, you may click on "more information." Please notify us if your contact information changes after the closing date of the announcement. If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position.
Fair & Transparent
The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
Social and Human Service Assistants
High School or Equivalent
1 to 20+ years