Empower employees to find their niche in the organization and to develop and apply their knowledge and skills to achieve a fulfilling career.

Create tools and programs that support career development, enhance our culture, and promote an equitable and engaging workplace.

Inspire managers and employees to grow professionally by building communities, eradicate barriers and silos, and creating space and time for engagement and thoughtful discussion.

Identify and develop strategic partnership opportunities within the IRS and externally to support the development and implementation of training programs for employees and managers at all levels.

Design and execute development opportunities for readiness program members that sharpens their knowledge, strengthen their skills, and enriches the organization.

Assess and measure the development and skills of our leadership pipelines to identify key insights and opportunities to strengthen our training and education programs, offer more extensive coaching and mentoring, and ultimately prepare tomorrow’s leaders for today.

Assists customers in identifying the performance improvement opportunities needed to meet their business goals.

Supports performance improvement through the design, development and delivery of quality learning products.

Partners with other learning stakeholders to implement industry best practices.

Ensure the Annual Training Plan and Treasury Directive 12-70 is followed and the training delivered is valuable to the learner and delivered accurately.

Ensure instructors are accurately trained and deliver content based upon accurate course development and lesson plans.

Serves as liaison and provides guidance, consultation, and support to the Taxpayer Services (TS) leadership team.

Communicates changes impacting customers and efficiencies in hiring and recruitment processes.

Collaborates with TS stakeholders on hiring flexibilities and authorities to optimize our hiring process for speed, efficiency, and candidate experience, and adapting to new opportunities and mitigating risks.

Enhance and promote employee engagement through leadership.

Coordinates, monitors, and oversees aspects of various human capital related programs such as filing season hiring readiness, workforce flexibilities, hiring, staffing, and incentive coordination. Engage with HCO on automation and efficiency opportunities for the incentives.

Supports HCO efforts to ease barriers to smooth onboarding through a standardized, improved experience for new employees and provide new employees with access and technology more quickly.

Provides oversight of the TS priority hiring process and the Servicewide Opportunities Listing.

Serves as liaison and provides guidance, consultation, and support to TS leadership. Collaborating with internal/external stakeholders to align workforce planning strategies.

Emphasizes and focuses on training and education, communication, workforce planning overview, current workforce resources, retirement bubbles, workload changes, and attrition rates that impact TS.

Designs career management tools to ensure career broadening opportunities exist for employees to progress to jobs within TS and in other operating divisions.

Develops a long-term strategy for acquiring, developing, and retaining critical staff to have the right people with the right competencies in the right place at the right time to achieve the mission or goals.

Develops workforce plans and work design programs that integrate with position management requirements.

Coordinates, monitors, and oversees all aspects of various human capital-related programs such as filling season hiring readiness, workforce planning, organizational design/redesign, position management, and span of control.

The Workforce Relations section serves as liaison between TS leadership and HCO Labor and Employee Relations and Negotiations (LERN) and provides guidance, consultation and support in both workforce relations and collective bargaining. Their support extends to litigation, grievance, and arbitration.

The Performance Management section provides guidance in the development and operation of performance management, recognition, incentive, and compensation programs and systems, as well as other HCO strategies that motivate, evaluate, and reward employees that support the IRS’s objectives.

Conducts national case reviews on the RIVO programs providing a method to monitor, measure, and improve the quality of work.

Uses quality review data to provide quality statistics for RIVO’s Business Results part of the Balanced Measures, and/or to identify trends, problem areas, training needs, and opportunities for process improvement.

Collaborates with Policy and Analysis (P&A) to share quality data, address identified trends and discuss process improvement ideas for possible implementation.

Provides guidance and coordination for key administrative data calls that impact the RIVPM organization.

Provides performance data and analyses on revenue protected/recovered through Business Performance Lab (BPL) and RIVO.

Manages financial resources for RIVPM.

Monitors the performance results for the programs at the RIVO sites.

Develops and monitors RIVO work-plans in conjunction with Policy and Analysis (P&A).

Monitors, analyzes and optimizes new business solutions.

Reviews new and proposed legislation for impact to Return Integrity and Compliance Services’ (RICS) business operational performance.

Proposes and implements new and innovative solutions for civil revenue protection activities.

Increases revenue protection by applying filters to existing business rules to detect identity theft (IDT) and non-compliant returns in a pre-refund environment while timely providing refunds to compliant taxpayers.

Analyzes trends and schemes to determine common characteristics of IDT or non-compliant returns and uses these characteristics to enhance detection filters.

Processes the identified cases pre-refund to protect taxpayer accounts from being impacted by IDT and loss of revenue.

Manages and develops RICS’ databases for the support of revenue protection and improper payment operation.

Supports Return Integrity and Compliance Services’ (RICS) technology presence in the development of requirements for technology solutions such as the Return Review Program (RRP) and other systems to aid revenue protection activities.

Provides support to the Security Summit Information Sharing, Financial Services and Authentication Workgroup teams.

Establishes and coordinates RICS’ rules or requirements for the return review program.

Processes and monitors necessary changes for RICS’ database activities.

Identifies and take actions on return inventory that may be associated with patterns of fraud and IDT as required to protect revenue, taxpayers, and the integrity of the tax system.

Receives, researches and processes information leads submitted from a variety of sources, i.e., industry leads, internal referrals.

Supports the operation by providing analytical support for inventory processes and reporting.

Other pre-refund treatment streams for identified false returns are not available.

Legitimate taxpayers may be victims of identity theft (IDT).

Taxpayers are unduly impacted by revenue protection processes and require assistance through Taxpayer Assistance Service (TAS).

Receives, researches, and processes information leads submitted from financial institutions, prisons, Office of Child Support and Enforcement, and other external stakeholders where funds are available for return to the IRS.

Reviews inventory associated with these leads to identify fraudulent and/or IDT characteristics.

Updates Electronic Fraud Detection System (EFDS) and Integrated Data Retrieval System (IDRS).

Screens individual refund tax returns identified as potentially false.

Verifies suspicious wage and withholding information reported on individual returns through third party contacts via phone or fax, disc verification and Integrated Data Retrieval System (IDRS), to prevent the release of potentially false refunds.

Other pre-refund treatment streams for identified false returns are not available.

Legitimate taxpayers may be victims of identity theft.

Taxpayers are unduly impacted by revenue protection processes and require assistance through the Taxpayer Advocate Service (TAS).

Reviews and adjusts accounts when other pre-refund treatment streams for identified false returns are not available, legitimate taxpayers may be victims of identity theft (IDT), and taxpayers are unduly impacted by revenue protection processes and require assistance through the Taxpayer Advocate Service (TAS).

Supports IRS strategy to protect revenue and stop fraud and abuse through frivolous return filing. The Frivolous Return Program (FRP) provides for assessment of penalties to encourage compliance.

Develops and monitors national outreach and education strategies for EITC and other refundable credits to reach taxpayers, tax preparers, and partners.

Coordinates leveraged outreach for EITC and other refundable credits, working with internal IRS communication functions including Taxpayer Services (TS) Communications and Liaison (C&L), National C&L, Stakeholder Partnerships, Education and Communication (SPEC), Small Business/Self-Employed (SB/SE) C&L, and limited external partners.

Creates communication products and tools for use by internal and external stakeholders.

Coordinates RCPM research activities to enable data driven decisions in support of strategic goals.

Develops and coordinates delivery of the Refundable Credits Return Preparer Strategy designed to strengthen preparer adherence to return preparer due diligence requirements through compliance treatments and outreach and education activities.

Ensures all preparer activities support and are consistent with Servicewide preparer strategies.

Conducts periodic reviews of correspondence products and content modules to evaluate consistency, effectiveness and quality.

Supports IRS efforts to meet the requirements for documenting, testing, and reporting effective estimation and remediation of improper payments (IPs) in accordance with the Office of Management and Budget (OMB) Circular A-123, Appendix C, Requirements for Payment Integrity Improvement, dated March 5, 2021, and with the Do Not Pay (DNP) initiatives of the Improper Payments Information Act of 2002, Executive Order 13520, and the Improper Payments Elimination and Recovery Acts of 2010 and 2012.

Oversees the development of short- and long-range program policies, strategies and objectives for overall compliance strategy for the RCEO campuses.

Identifies non-compliant taxpayer segments and develops and tests alternative treatments and measures.

Performs operational reviews on assigned programs to ensure consistency and accuracy within the RCEO campuses. An operational review is an in-depth review and analysis of a particular program or function or organizational component.

Coordinates the strategic planning and research for all examination activities and provides significant input to the TS Strategic Plan.

Designs and develops research projects and/or complete analyses to solve complex examination issues and identifies trends to understand and address taxpayer needs and behavior patterns related to the overall TS strategic policies and procedures.

Develops comprehensive policy guidance and procedures to implement risk-based treatments of specific EITC taxpayer groups within TS .

Prepares projections and forecasts for Director, Refundable Credits Program Management (RCPM).

Communicates policy, procedures and guidance to the RCEO campuses on the examination programs.

Oversees the integration and writing of policies and procedures in a single simplified IRM, with annual reviews and updates through the clearance process, as revisions are needed.

Evaluates the impact of legislative changes on examination programs and provides clarification to the RCEO campuses via IRM Procedural Updates.

Coordinates with the Learning and Education (L&E) organization and the RCEO campuses to identify training needs and coordinates/develops training packages.

Determines examination business requirements necessary for systems.

Works with the RCEO campuses to determine examination programming requirements and provides coordination by communicating the requirements to Information Technology (IT) and all changes to the RCEO campuses.

Coordinates with Operations outside Return Integrity and Compliance Services (RICS), such as Criminal Investigation (CI) and Small Business/Self-Employed (SB/SE) to obtain suitable work to provide improved coverage.

Reviews the work schedules for all TS EITC programs.

Oversees the development of short- and long-range program policies, strategies and objectives for the overall RCEO compliance strategy.

Identifies non-compliant taxpayer segments and develops and tests alternative treatments and measures.

Performs operational reviews on assigned programs to ensure consistency and accuracy within the RCEO campuses. An operational review is an in-depth review and analysis of a particular program, function or organizational component.

Coordinates the strategic planning and research for all examination activities and provides significant input to the TS Strategic Plan.

Designs and develops research programs or complete analyses to solve complex examination issues; identifies trends to understand and address taxpayer needs and behavior patterns related to the overall TS strategic policies and procedures.

Develops comprehensive policy guidance and procedures to implement risk-based treatments of specific taxpayer groups within the TS Division.

Prepares projections and forecasts for the Director, Refundable Credits Program Management (RCPM).

Communicates policy, procedures and guidance on the examination programs to the RCEO campuses.

Oversees the integration and writing of policies and procedures in a single simplified IRM.

Prepares updates and revises procedures and requirements.

Evaluates the impact of legislative changes on examination programs and provides clarification to the RCEO campuses via IRM Procedural Updates (IPUs).

Communicates new or revised policies and their impact to the RCEO campuses.

Coordinates with Learning and Education (L&E) and the RCEO campuses to identify examination training needs and coordinates/develops training packages.

Determines examination business requirements necessary for systems.

Works with the RCEO campuses to determine examination programming and equipment requirements and provides coordination by communicating the requirements to Information Technology (IT) and all changes to the RCEO campuses.

Coordinates with operations outside of Return Integrity and Compliance Services (RICS), such as Criminal Investigation (CI) and Small Business/Self Employed (SB/SE), to obtain suitable work to provide improved coverage.

Develops and revises tax products primarily used by individuals who file Form 1040 series tax returns and commonly attached schedules such as Schedules A and B to ensure they accurately reflect tax law and are understandable and easy to use.

Develops and revises tax products that focus on forms, schedules, instructions and publications primarily used by individuals who are not covered by the 1040 Family Section, to ensure they accurately reflect tax law, and are as understandable and as easy to use as possible.

Develops, revises and improves tax products that focus on other special areas such as information returns and pension related products, to ensure they accurately reflect tax law and are as understandable and easy to use as possible.

Develops and revises tax products primarily used by exempt organizations, employee benefits plans, estates, or persons making taxable gifts.

Develops, revises and improves tax products primarily of interest to corporations including employment tax products.

Develops, revises and improves tax products primarily of interest to taxpayers affected by international tax matters.

Develops, revises and improves tax products primarily of interest to partnerships and small businesses.

Facilitates the IRS’ efforts to support the needs of non-English/ limited English proficient taxpayers.

Supports IRS efforts to develop and administer service wide policies, strategies and initiatives to assist taxpayers in meeting their tax responsibilities.

Translates and quality reviews strategic tax products and "non-vital documents."

Administers IRS' "Language Assistance Policy."

Monitors implementation of translation standards.

Facilitates resolution of cross-functional language-related issues.

Supports the Language Services Executive Advisory Council (LSEAC).

Participates in language-related improvement projects.

Provides Servicewide translation and quality-reviews of all case-related, outreach and education, official IRS letters and notices, etc.

Management of all IRS multilingual websites (Spanish, Chinese, Vietnamese, Korean and Russian).

Contract management of Servicewide translation contracts.

Ensures the IRS complies with the Paperwork Reduction Act.

Partners with product originators Servicewide to manage publication of their products.

Develops policies and procedures to support publication of non-tax products.

Partners with product originators Servicewide to develop and prepare content and supporting visual information for publication.

Provides specialized graphics and design services directly to IRS internal customers, and to publishing specialists in other Publishing branches so they can provide all IRS product owners one-stop publishing services.

Oversees the design Management and graphic identity standards for corporate identity of IRS.

Provides electronic composition services for the IRS’s tax products that include all forms, instructions and publications.

Ensures all forms and publications are Section 508 compliant.

Provides administration and support for the Publishing Services Request (PSR), Publishing Services Data (PSD), and the Electronic Status Notice (ESN) systems.

Maintains the Core Repository of Published Products (CROPP).

Administers cross-IRS publishing programs, such as the IRM and Internal Management Documents (IMDs).

Provides specialized services including Forms and Analysis Design and XML-Enabled Portable Document Formats (PDFs).

Provides job tracking and budget management for all Publishing products.

Manages product attributes about published products, both internal and public.

Prepares and stages products to be posted to IRS.gov.

Coordinates development and delivery of tax products for publication.

Partners with other Media and Publications (M&P) divisions to produce tax products.

Coordinates business requirements and provides systems management support and security compliance for Media and Publications (M&P) publishing and distribution programs to deliver the highest quality products using all print and electronic media and technology available.

Provides Servicewide program and budget management for all users of mail and transportation services.

Plans and provides mail and transportation services for all published products.

Ensures Section 508 compliance and provides IRS published products in accessible alternative media formats for IRS employees and taxpayers with disabilities.

Receive, input, and process requests from the public and internal IRS customers for IRS materials. This includes determining quantity requirements, distribution methods, and shipments for all products, including deliveries to outlet programs (TAC, TFOP and VITA).

Provide services for in-line order printing, package assembly, and warehousing.

Manage IRS correspondence projects for targeted audiences, including data merge, print, and mail.

Receives and inputs telephone, fax, mail order and electronic requests for published material from distribution outlets and IRS employees and organizations.

Provides inventory and warehouse management for all for all IRS published products.

Provides technical support for equipment, contracts, software, budget, quality control, and customer service and outreach within the CPS.

Produces all required correspondence mailings on time, with lowest cost and in accord with customer quality standards.

Offers round-the-clock production support using three shifts and weekend production to handle all its workload.

Oversees scheduling, production control and materials handling/logistics, machine operations.

Directs mailing activities to complete its workload timely and according to procedures.

Conducts quality review and reporting activities as required.

Communicates to and cooperates with other print sites and technical support staff to balance workload and ensure successful mailing.

Provides operational backup to the other CPS site.

Coordinates, creates and implements correspondence using approved requirements as outlined in the correspondence toolkit.

Engages other organizations within Distribution and across Media and Publications (M&P) such as Correspondence Production Services (CPS), Alternative Media Center (AMC), and National Distribution Center (NDC) and Publishing Services to assess impact and ensure end to end coordination on delivery, printing, publishing and shipment of all correspondence.

Collaborates with stakeholders depending on correspondence needs (i.e., Office of Servicewide Penalties (OSP), Online Services (OLS), Communications & Liaison (C&L), etc.).

Coordinates correspondence language translations.

Develops and coordinates future multilingual notice strategy with stakeholders.

Ensures timely submission of feedback to correspondence updates.

Oversees timely coordination of Chief Counsel approval and Taxpayer Advocate Service input.

Completes, submits, and monitors correspondence related Unified Work Requests (UWRs).

Completes annual review of correspondence.

Coordinates Servicewide responses to Erroneous Taxpayer Correspondence (ETC) and documents risk-based decision processes, including erroneous correspondence reporting and correspondence development.

Customizes products and programs according to local needs and preferences.

Collects feedback from partners and customers and forwards the feedback to the proper operations area office.

Identifies customer segments that require help, education and access.

Collects data to quantify the reach and impact of SPEC services on local customers.

Delivers tax information messages to Taxpayer Services (TS) customers.

Identifies and contacts local partners to provide the best leveraged opportunities.

Establishes and maintains local partnerships.

Delivers localized programs that promote electronic interactions (filing, paying and communicating) between IRS and TS.

Conducts Territory Operational Reviews.

Prepares reports and validates Territory performance.

Coordinates specific projects or programs for the Areas.

Oversees the Area Filing Season activities, Stakeholder Partnerships, Education and Communication Total Relationship Management (SPECTRM) Business Measures, and the Quality Program.

Analyzes Area technical, operational and administrative programs related to Volunteer Income Tax Assistance (VITA)/Tax Counseling for the Elderly (TCE) Program initiatives, tax preparation software, IRS computer loaned equipment, and Treasury Inspector General for Tax Administration (TIGTA)/Government Accountability Office (GAO) audits.

Monitors the Area’s budget allocations and expenditures.

Oversees the Areas travel processes.

Manages equipment and equipment certification.

Oversees the Area employee training and mandatory briefings.

Oversees and leads the Area Operational Reviews.

Equip Stakeholder Partnerships, Education and Communication (SPEC) employees, partners, and volunteers with the training and tools necessary for successful delivery of the filing season.

Inform and educate individual taxpayers to ensure voluntary compliance with IRS tax law and requirements.

Manage SPEC’s management information system (SPECTRM) as it provides key information on partners, sites, and equipment.

Develops Volunteer Income Tax Assistance (VITA)/Tax Counseling for the Elderly (TCE) products and materials for tax law training or operational programs.

Determines and manages the clearance process for all SPEC products through Media and Publications (M&P), Counsel, Earned Income Tax Credit (EITC) Program Office, Information Technology (IT), and other impacted offices.

Develops strategies to maximize the electronic interactions between IRS and Taxpayer Services (TS) customers, including e-learning and e-training.

Designs, operates, and maintains the SPEC Total Relationship Management (SPECTRM) system to support the SPEC business model and data reporting needs.

Performs quality statistical sample (QSS) reviews determining the accuracy rate for Volunteer Income Tax Assistance (VITA)/Tax Counseling for the Elderly (TCE) program.

Develops Stakeholder Partnerships, Education and Communication (SPEC) Filing Season Readiness (FSR) employee training.

Develops fiscal year quality training for partners and employees.

Revises and develops forms and job aids needed for FSR/RSR and QSS processes.

Revises the handbooks for site coordinator, partners, and other partner products.

Issues Quality Site Requirement Alerts (QSRA) as needed.

Manages and monitors the quality and quantity of work.

Maintains working relations with other business units (BU).

Ensures correct and timely training for front-line employees.

Allocates and efficiently uses non-financial resources among groups.

Interacts with other operating units for shared service needs (e.g., recruiting, facilities, etc.).

Coordinates with personnel and other BUs.

Coordinates and controls the directorate mid-year and end-of-year assessments.

Develops reports to monitor the implementation of new procedures to assist headquarters (HQ) personnel in assessing the impact on program delivery.

Tracks achievement of Site Level Indicators and Measures (SLIM).

Monitors, tracks and reports inventory and telephone programs.

Monitors, tracks and reconciles all Accounts Management (AM) data (Work Planning and Control (WP&C), Correspondence Imaging System (CIS), Electronic Transmitted Documents (ETD), Accounts Management Inventory Report (AMIR), etc.).

Develops and distributes the Fiscal Year Program Letter.

Develops filing season readiness templates and coordinates filing season readiness certifications.

Prepares reimbursable reports.

Develops and provides assumptions for the inclusion in work plans and/or work schedules.

Updates and publishes annual revisions to IRM 1.4.16, Accounts Management Guide for Managers.

Develops and disseminates reports that track productivity, inventory and aged case levels.

Participates in site assistance visits, providing reports and necessary follow-up.

Identifies and resolves issues with the JOC pertaining to telephone call routing and scripting, as well as electronic media contacts as they impact AM customers.

Ensures AM interests are met regarding Integrated Customer Contact Environment (ICCE) and other automated interactive applications.

Provides support and business requirements relative to call routing to AM resources including the call centers.

Serves as the business liaison with Information Technology (IT) relative to the roll-out or development of new call center environment technology.

Identifies system or call processing deficiencies that negatively impact the customer experience and/or business results; works with the JOC to evaluate and implement solutions.

Identifies business requirements related to new initiatives or programs and works with internal and external stakeholders to ensure successful implementation of call routing strategies.

Provides program support to AM field offices.

Acts as the administrative support to the Contracting Officer’s Representative (COR) for AM contracts (i.e., National Telecommuting Institute (NTI), Over the Phone Interpreter (OPI), Bureau of the Fiscal Service (BFS)).

Serves as the business liaison with Information Technology (IT) relative to EEFax technology.

Monitors and coordinates with headquarters (HQ) Facilities Management and Security Services (FMSS) and IT on equipment needs including developing plans and responding to requests from stakeholders.

Provides oversight and coordination as the HQ Point of Contact (POC) for Business Continuity for the AM campuses.

Acts as AM HQ liaison for the campus site coordinators to ensure consistency between AM and Submission Processing (SP).

Acts as the AM POC for the start-up of the Volunteer Income Tax Assistance (VITA) program at all campuses for campus employees to ensure consistency between AM and SP.

Provides support to the AM directorates for new hire equipment. Track New Hire headsets, laptops, and other peripheral equipment. Certify the correct above baseline software is loaded for each laptop for their specific job title (i.e., CSRs, TEs, and Clerks). Monitor, facilitate, and help perfect the UWR’s processed for each directorate, ensuring stakeholders are prepared for Fiscal Year hiring goals.

Provides oversight of laptop validations and compliance for all AM directorates to certify users are assigned only to the laptop issued.

Administer reports to all AM directorates to alert of any impact to the quality of calls between the IRS and customers, and safeguard the confidentiality, and integrity of IRS communications for those teleworking.

Provides telephone and inventory plans, schedules, and staffing requirements to all Accounts Management (AM) sites.

Monitors delivery of the staffing requirements via daily half-hourly tracking, e-Workforce Management (eWFM); and monitors financial/resource usage.

Performs filing season readiness activities related to staffing to meet workload needs.

Develops eWFM procedures for headquarters (HQ) and the AM field.

Identifies issues through monitoring staffing delivery and alerts the proper AM HQ organization for in-depth analysis and recommendations.

Collaborates with the Joint Operations Center (JOC) to optimize service delivery including site go to/go from decisions, tactical plans, developing level of service scenarios, ad-hoc data requests, work plan/schedule development, and ensuring site compliance with schedules.

Monitors resources and develops recommendations on seasonal hiring and release/recall for the telephone and inventory programs.

Monitors and approves overtime expenditures.

Adjusts resource spending/tracking plans based on program decisions from other AM HQ organizations.

Monitors overall inventory at the major program level, including the distribution of workload.

Implements recommendations developed by AM HQ program owners on detailed distribution of inventory workload and specialized programs.

Schedules site training and/or inventory days based on feedback from the field and AM HQ program owners.

Develops contingency plans for special events such as the weather closures, lapse of appropriations, or other events that impact staffing and workload.

Develops and implements the conversions of seasonal employees to permanent work schedules.

Partners with AM Training to develop and implement the annual Enterprise Skill-Up Plan.

Identify Accounts Management (AM) training needs and work with the Learning and Education (L&E) AM Design Center to develop and deliver just-in-time training material. Develop supplemental training material during the year and post on Servicewide Electronic Research Program (SERP) Learning Tab.

Provide subject matter experts (SMEs) to L&E to revise and develop new training material (including updating e-learning products).

Collaborate with field offices in development and execution of planning period training plans to ensure training delivery and proper training hour expenditures.

Maintain and update online tools essential to effective and efficient training delivery.

Identifies, develops, and updates training material, curricula, skill-paths, and daily training agendas by site and employee work type.

Coordinates with L&E on the development and review of all training materials.

Ensures all AM training material is written or revised to correspond with changes in tax law, policy, and IRM procedures.

Updates the AM Training Requirement Document, Annual Training Assumptions Document, Critical Filing Season Readiness Training (CFSRT) Guide and the AM Program Letter to ensure consistency and just-in-time training.

Ensures training materials match IRM procedures to provide "how-to" instructions for employees.

Collaborates with other headquarters (HQ) teams, the field and outside stakeholders to identify training needs.

Partners with Resource Management and Training (RMT) and Resource Planning and Scheduling (RPS) to develop and implement the annual Enterprise Skill-Up Plan.

In conjunction with field Planning and Analysis, develops training plans to monitor all training for all AM programs.

Provides program support to AM field offices.

Supports and monitors program effectiveness and training delivery in AM sites by on-site monitoring and review as needed.

Develops and updates training curricula by work type, identifies training course development and update needs, and coordinates with L&E on the development and review of the training material.

Coordinates AM training material delivery with Communications and Liaison (C&L), Return Integrity and Compliance Services (RICS), Field Assistance, Taxpayer Advocate Service (TAS), Criminal Investigation, Stakeholder Partnerships, Education and Communication (SPEC), external companies, and field sites to learn of new alternative delivery methods.

Coordinates the development of training materials by working with L&E to obtain SMEs from field sites, incorporating the drivers of quality performance into new course materials, course updates, refresher, and CFSRT materials.

Coordinates training efforts within the operating division.

Coordinates training development with L&E to ensure correct training is developed timely.

Provides guidance and SMEs for the preparation of training material.

Coordinates and conducts Continuing Professional Education (CPE) training for analysts, managers, systems administrators, and functional training coordinators.

Coordinates and monitors the Leadership Development Program (LDP) to ensure future leaders have access to, are scheduled for and attend various developmental training sessions during the program.

Maintains and updates online training tools such as Training database, On-line Certification Tool, LDP tools, T-mode simulations prior to the delivery of new hire and other skill-up training.

Supports all activities identified by Policy and Procedures IMF (PPI) within specific scope of programs associated with IMF accounts.

Evaluates legislative changes, current policy decisions, process improvement suggestions, technical advice, and other sources to write or revise IRM procedures; develops IRMs for adjustments, math errors, refunds and other telephone assister related IRMs.

Coordinates program area activities related to IRM publishing and distribution; interacts with the Taxpayer Services (TS) AM IRM Coordinator and internal publishing services to ensure requirements are met and proper layout of paper and electronic version IRM pages; tracks field feedback on the IRM.

Works with the Chief Financial Officer (CFO) on TOP reimbursables.

Reviews, evaluates, coordinates and responds to employee suggestions on assigned program responsibilities.

Performs operational reviews on assigned programs to ensure consistency and accuracy within the sites.

Performs pre-coordination meetings with Information Technology (IT) counterparts and submits Unified Work Requests (UWRs) when necessary to update the assigned programs.

Prepares responses to audit findings from Treasury Inspector General for Tax Administration (TIGTA) and Government Accountability Office (GAO) reports related to all programs assigned to the IMF team and provides guidance on audit follow-up responses; ensures necessary changes are implemented because of reports and findings.

Monitors and analyzes quality reports for error trends.

Maintains a website to ensure easy access to TCDs and ensures the documents are publicized.

Requests input from IRM tax analysts, managers, customer service representatives, functional training coordinators, and instructors for new TCDs via Servicewide Electronic Research Program (SERP) Feedback, focus interviews, and site visits.

Distributes Correspondence Imaging System (CIS) Enterprise Management Inventory (EMI) to ensure work is distributed in first in first out, specialized order, and reviews the age of Unassigned Inventory (UA).

Supports all activities identified by Policy and Procedures BMF (PPB) related to specialty programs.

Evaluates legislative changes, current policy decisions, process improvement suggestions, technical advice, and other sources to write or revise IRM procedures.

Develops IRMs for all applicable programs under PPB:SA purview.

Coordinates activities related to IRM publishing and distribution; interacts with the Taxpayer Services (TS) AM IRM Coordinator and internal publishing services to ensure proper layout of paper and electronic version IRM pages, and tracks field feedback on the IRM.

Assists with training development efforts with Training and the Learning and Education (L&E) organization to ensure training is delivered using current materials.

Serves as subject matter expert (SME) for program assignments on cross-functional issues.

Serves as liaison to Bureau of the Fiscal Service (BFS) and other agencies to resolve Treasury Offset Program (TOP) problem cases.

Perform program reviews on assigned programs to ensure consistency and accuracy within the sites.

Prepares responses to audit findings from Treasury Inspector General for Tax Administration (TIGTA) and Government Accountability Office (GAO) reports related to all programs assigned to SA and provides guidance on audit follow-up responses; ensures necessary changes are implemented because of reports and findings.

Evaluates legislative changes, current policy decisions, process improvement suggestions, technical advances, and other sources to write or revise IRM procedures.

Partners with applicable AM headquarters stakeholders on issues or suggestions impacting BA related programs.

Coordinates activities related to IRM publishing and distribution; interacts with the Taxpayer Services (TS) AM IRM Coordinator and Media & Publications (M&P) to ensure requirements are met and proper layout of paper and electronic IRM pages; tracks field feedback on the IRM.

Assists with training development efforts with RMT, Training and the Learning and Education (L&E) organization to ensure training is delivered using current materials.

Develops IRM procedures for Employer Identification Number (EIN) assignment, business tax returns, BMF duplicate filing conditions, adjustments, Individual Master File (IMF)/BMF International, carrybacks, (IMF/BMF-International/Domestic), US Certifications, Tax Exempt and Government Entities (TE/GE) phone operations, as well as other AM telephone and paper programs related to business and certain individual adjustments.

Reviews, evaluates, coordinates and responds to process improvement suggestions on assigned program responsibilities.

Performs program reviews on assigned programs to ensure consistency and accuracy within the sites.

Performs pre-coordination meetings with Information Technology (IT) counterparts, submits Unified Work Requests (UWRs) when necessary to update assigned programs. Also performs production testing and acts as TS representation on IT coordinated pre and post release calls.

Prepares responses to audit findings from Treasury Inspector General for Tax Administration (TIGTA) and Government Accountability Office (GAO) reports related to all programs assigned to BA and provides guidance on audit follow-up responses; ensures necessary changes are implemented because of reports and findings.

Partners with Large Business and International (LB&I), Small Business/Self-Employed (SB/SE), TE/GE and Competent Authority on a regular basis to ensure seamless program delivery where policy is created by an operating division other than TS for AM employees in the field.

Acts as SMEs for assigned programs in external stakeholder meetings with Information Reporting Program Advisory Committee (IRPAC), Internal Revenue Service Advisory Council (IRSAC), Social Security Administration (SSA), Census Bureau, and Quarterly Reporting Agent File (RAF) Conferences.

Performs technical review for accuracy as it relates to assigned programs including Technical Communications Documents (TCDs), Servicewide Electronic Research Program (SERP) stand-alone pages (Telephone Transfer Guide (TTG), Carryback 45-Day Interest Free charts, Sequestration, etc.,) and new or revised Integrated Automated Technologies (IAT) tools.

Provides guidance and coordinates cross functionally, if needed, to elevated cases from campuses on complex problems.

Processing Reporting Agent File (RAF) Authorizations

Business filing 94X

Assigning Employer Identification Numbers (EINs), including Mod-IEIN

Carrybacks (IMF/BMF-International/Domestic)

Business duplicate filing conditions

Business income taxes

TE/GE telephone operations

General Correspondence guidance (IMF/BMF)

International (IMF and BMF)

US Certifications

Non-Master File (NMF) operations (IMF and BMF)

IRC 965 AM casework (IMF/BMF)

IRMs including:

Works with the operating divisions to ensure they are familiar with SERP submission procedures.

Participates in the operating divisions’ process for issuing IRMs, other published documents, alerts and update releases.

Works with the product owners for timely release of information.

Works with the end users through a feedback process to ensure their needs are being met.

Acts as liaison between authors of technical documents and the end users to ensure information available is accurate.

Provides employees the most expedient access possible to information required to perform their job.

Facilitates an annual certification process with all IRM authors and SERP content owners to certify their IRM and/or content are current.

Acts as liaison between authors and Content Management Application (CMA) Coordinators for IRS.gov to ensure interim guidance issued through SERP, which meets electronic Freedom of Information Act criteria, is posted to IRS.gov.

Reviews, evaluates and coordinates employee suggestions pertaining to the SERP website and its contents.

Collects and tracks tax law changes to ensure updates are made to all tools.

Reviews, evaluates and coordinates employee suggestions.

Reviews and analyzes trend data.

Analyzes reports such as Google Analytics and Contact Analytics.

Determines workload prioritization on Tax Law Categories (TLC) development and maintenance.

Coordinates communication of ITLA/ITA processes between AM and other areas such as Field Assistance, ETA, Legislative Affairs, Communications and Liaison (C&L), Counsel, and Media and Publications (M&P).

Facilitates the ITLA/ITA deployment process through Information Technology (IT).

Customizes and deploys internal and external TLCs.

Manages and controls rule based functionality.

Monitors application performance and system enhancements.

Collaborates with and responds to audits from Treasury Inspector General for Tax Administration (TIGTA) and Government Accountability Office (GAO), providing guidance on audit follow-ups and ensuring necessary changes are implemented because of agreed-to findings.

Writes and updates IRM 25.23 and IRM 25.24 as needed to enhance program efficiency and effectiveness. This includes updates related to legislative changes, system/process changes, continuous improvement initiatives, and input from the field or other stakeholders such as Compliance, Taxpayer Advocate Service, etc. Following the procedural change, ITVA monitors the implementation to determine potential impacts on program delivery.

Supports all activities identified by IPSO for programs associated with victim assistance.

Collaborates with and responds to audits from Treasury Inspector General for Tax Administration (TIGTA) and Government Accountability Office (GAO), providing guidance on audit follow-ups and ensuring necessary changes are implemented because of agreed-to findings.

Completes site reviews to gain employee feedback on program procedures and provides the site input on case reviews.

Works with IDTVA to reduce burden of the IDT/RPM victim and the employees in IDTVA.

Works with BMF AM to reduce burden of the BMF IDT victim and the employees in the BMF IDT teams.

Monitors and improves programs involving the following IRMs:

Provides guidance and assistance and coordinates program activities with the Director and Deputy Director, Accounts Management (AM) to prepare Servicewide policy guidance and address changes in procedural instruction.

Designs and develops programs to solve routine and complex customer account and tax-related issues dealing with identity protection.

Collaborates extensively Servicewide and with other agencies to ensure resources and information are shared effectively and efficiently.

Constantly monitors and analyzes incidents involving potential or real identity threats for trends and gaps in programs.

Builds programs to reduce incidents of identity theft (IDT) such as the Identity Protection Personal Identification Number (IP PIN) and the IDT unpostable process.

Raises taxpayer awareness of IDT techniques through outreach.

Increases operational efficiency of the IRS by detecting and processing reported IDT incidents as early and consistently as possible.

Develops, defines, monitors, and executes IDT policies and procedures.

Communicates and coordinates with both internal and external stakeholders (such as the Federal Trade Commission) to ensure consistency with IDT issues.

Determines IDT performance measures to assess the effectiveness of the program and IDT initiatives throughout the IRS and makes recommendations for improvement.

Evaluates new technologies and assesses benefits for use in IDT initiatives.

Collaborates with and responds to audits from Treasury Inspector General for Tax Administration (TIGTA) and Government Accountability Office (GAO), providing guidance on audit follow-ups and ensuring necessary changes are implemented because of agreed-to findings.

Monitors and improves programs involving the following IRMs:

Provides leadership and direction for paper, electronic and telephone inquiry programs through subordinate managers.

Participates in the formulation of short and long-range program policy guidance, procedures, strategies and objectives.

Provides guidance, assistance and direction to the call center to ensure timely, accurate and efficient program delivery.

Ensures subordinate managers operate as an effective management team and all management functions are handled in an equitable and responsive manner to meet the needs of the customers.

Supports the development of subordinate managers and assists them in the resolution of complex issues.

Interacts with other functions and operating divisions for shared service needs (recruiting, facilities, etc.) represented at their respective campuses.

Provides leadership and direction for telephone inquiry programs through subordinate managers.

Participates in the formulation of short and long-range program policy guidance, procedures, strategies and objectives.

Provides guidance, assistance and direction to the call center to ensure timely, accurate and efficient program delivery.

Ensures subordinate managers operate as an effective management team and handle all management functions in an equitable and responsive manner to meet the needs of the customers.

Supports the development of subordinate managers and assist them in the resolution of complex issues.

Interacts with other functions and operating divisions for shared service needs (recruiting, facilities, etc.) represented at their respective remote location.

Analyzes processes to identify and resolve systemic and procedural problems.

Conducts conformance reviews and site assistance visits, prepares reports, and validates site performance.

Reports on progress toward delivering the assigned program goals, as well as objectives and measures.

Monitors and reports on program delivery to ensure quality, consistency and goals are met.

Provides oversight that facilitates the timely accomplishment of all program goals and objectives.

Coordinates specific projects or programs for the Field Director, AM.

Disseminates and consolidates responses to Field Director’s controls received from the Director or Deputy Director, AM, or other areas.

Organizes and monitors implementation of new programs.

Manages site inventory.

Serves as the central point of contact for work plan and budgetary matters.

Assists with business unit site assistance visits.

Coordinates and supports AM Resource Management and Training (RMT) on issues related to the directorate’s organizational structures.

Monitors business results and makes recommendations to assist in the formulation of short and long-range program policy guidance, strategies and objectives.

Assists with the coordination of program activities to address cross-functional issues, develop strategies, and ensure consistency of approach.

Ensures functional programs follow all existing quality policies and procedures and strives to improve the accuracy and timeliness of responses.

Conducts statistical analysis and evaluation of the elements comprising AM balanced measures.

Works with Customer Account Services (CAS) Finance to monitor resources and project needs.

Interacts with other functions and operating divisions for shared service needs (recruiting, facilities, etc.).

Coordinates with local support functions (e.g., Facilities Management and Security Services (FMSS), Personnel Services) and other business units (BUs) represented at their respective campuses.

Maintains the process for evaluative individual quality reviews, Centralized Evaluative Review (CER).

Provide primary support for cross-unit coordination by overseeing major activities that affect multiple functions with different reporting structures, ensuring cross-functional cooperation, coordination and consistency.

Serve as a primary liaison to ensure administrative and logistical support is provided to all campus entities by working with Information Technology (IT), Facilities Management and Security Services (FMSS) and other supporting organizations.

Serve as the liaison between all campus organizations in the development of administrative policies and practices and communicate and disseminate campus-wide decisions, policies and procedures.

Ensure the needs of the Deaf and Hard of Hearing (DHOH) community are addressed through scheduling requested interpreter services for meetings, training, or any function at which the DHOH employee is present on campus.

Provides program support and coordination to the other Accounts Management headquarter (AMHQ) teams

Coordinate and track the following:
• Congressional Inquiries
• Industry Reach ins
• Internal (Exec Staff) Inquiries
• Hear Me/Customer Early Warning System (CEWS) (AM)
• New Legislation
• Taxpayer Relations (TPR) action items
• AM Inventory process improvements

Consolidate information provided for data class for the following:
• Op Reviews
• Commissioner Updates
• Taxpayer Advocacy Panel Project Referral Program (TAP)
• Most Serious Problems (MSP)
• Business Performance Review (BPR) request
• Electronic Tax Administration Advisory Committee (ETAAC)
• Internal Revenue service Advisory Council (IRSAC)
• Questions For the Record (QFR)

Coordinating volunteers from AM sites to the local offices for Taxpayer Experience Days.

Coordinating the approval of AM topics, staff, and travel for National Taxpayer Forums (NTF) between AMHQ, CAS and C&L

Provides clarification and guidance to the field directorates on procedural issues that improve work processes, quality and level of service for the taxpayer.

Develops AM business unit and site level program quality targets.

Measures and reports progress toward delivering program targets.

Champions quality initiatives by providing guidance, oversight and training to the Process Improvement Specialists in the field.

Monitors the implementation of new procedures to assess impact to program delivery.

Monitors quality of AM telephone and paper inventory programs, identifies trends, and if necessary, advises site of changes required to deliver higher quality.

Identifies and disseminates best practices to assist in meeting quality goals and improving performance.

Serves as a liaison with Centralized Quality Review System (CQRS) and local Program Analysis System (PAS) quality reviewers to identify emerging issues and improvement opportunities.

Serves as a liaison with the Centralized Evaluative Review (CER) team to identify emerging issues, improvement opportunities and to ensure consistency throughout the program.

Participates in site assistance visits, providing reports, conducting focus interviews to identify improvement suggestions and initiating follow-up actions.

Reviews and approves a valid sample of work for each AM program throughout the year with Statistics of Income (SOI).

Serves as a liaison with Process Improvement managers and specialists at each AM site to conduct national product (program) quality reviews.

Provides topics for training, skill-up, and improvement methods including the Define, Measure, Analyze, Improve Control (DMAIC) process.

Conducts and/or assists with DCI Coding Consistency Training sessions for headquarters (HQ) and field tax and quality analysts.

Shares sound recommendations with solid facts and figures to justify changes (procedural, systemic and program) to proper stakeholders such as Policy and Procedures IMF, Identity Theft (IDT), Return Integrity and Compliance Services (RICS), Field Assistance (FA), and Automated Collection System (ACS) to improve work practices, policies and guidelines.

Recommends any changes that provide/improve consistency and/or enhance productivity and efficiency.

Support delivery of EQRS Coding Consistency Training for AM sites to ensure CQRS, PAS, and CER coding is consistent. Conducts EQ Summits every two years to ensure EQRS DCI Coding eliminate low used coding attributes.

Oversees the AM Customer Satisfaction (CSAT) Surveys (CSS), coordinating with Taxpayer Services (TS) Strategies and Solutions (TSSS) and the vendor to ensure each AM Senior Manager and Field Director receives CSS Reports with improvements recommendations.

Paper and electronic filing questions for information returns.

Filing Information Returns Electronically (FIRE) to file information returns.

Information Returns (IR) Application for Transmitter Control Code (TCC).

Affordable Care Act (ACA) Application for TCC

ACA Information Returns (AIR) System to file information returns.

ACA Assurance Testing System (ATS)

Information Returns Intake System (IRIS) to file information returns.

Support of International Compliance Management Module (ICMM) errors on Foreign Account Tax Compliance Act (FATCA) information returns.

Provides technical customer assistance and troubleshoots errors for the FIRE System.

Processes requests for electronic extensions of time to file and handles IR Application for TCC needing additional reviews.

Monitors incoming files to identify excessive withholding and other indicators of potential fraud and provides data to other Business Operating Divisions (BOD) for review and to be flagged.

Assists the issuer/transmitter community with the transmission of information returns through the FIRE system.

Provides technical customer service and support related to post processing issues of information returns filed electronically.

Oversees the processing of electronic extensions and waivers that includes paper and electronic unpostable processing.

Assists the filer/transmitter community with technical issues relative to under-reporter inquiries, notice recreation expedites, and problem resolution that Customer Service Sections (CSS) cannot address.