Supervisory Contact Representative - Temporary Promotion/Detail NTE 1 yr, MBE up to 1 yr, MBMP

About the role

WHAT IS TAXPAYER SERVICES?

A description of the business units can be found at: *** Position(s) are to be filled in following area(s): Taxpayer Services Service Center - Accounts Management - IDT/Victim Assistance Field (IDTVA) This job (or announcement) is open to current permanent IRS competitive service employees in Taxpayer Services business unit.

REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

What you will do

• Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work.
• Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
• Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action.
• Give advice, counsel or instruction to employees on work and administrative matters.
• Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions.
• Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate.
• Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases.
• Identify developmental and training needs of employees, providing or arranging for needed development and training.
• Initiate ways to improve production, work processes and/or to increase the quality of the work directed.
• 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.
• Provides supervision and direction to employees performing complex technical work involving taxpayer contact, case analysis, and resolution of tax-related inquiries.
• Plans, organizes, assigns and controls inventory using program reports and workload management tools (e.g., aged listings, Control-D, and other Accounts Management systems) workload requirements, and employee capabilities to ensure timely and accurate completion of assignments.
• Establishes priorities, monitors work in progress, and reviews completed work for quality, accuracy, and adherence to applicable tax laws, regulations, and Internal Revenue Manual (IRM) procedures, taking corrective action as needed.
• Ensures inventory is maintained within established aged criteria and takes corrective action on overage cases.
• Exercises full supervisory authority over assigned staff, including developing and communicating performance expectations, evaluating employee performance, and providing ongoing feedback to improve individual and team performance.
• Identifies training and development needs and provides or arranges training to enhance employee skills in interviewing techniques, application of tax law, case analysis, and compliance determination.
• Selects or recommends candidates for appointment, promotion, reassignment, or detail, and takes appropriate personnel actions, including recognition and disciplinary measures.
• Performs complex technical work involving direct contact with taxpayers and their authorized representatives, including individuals with varying levels of knowledge and professionals such as CPAs, practitioners, and attorneys.
• Conducts personal and telephone interviews to respond to inquiries initiated by taxpayers, generated through notices, or assigned internally.
• Provides comprehensive explanations of tax laws, regulations, and reporting requirements involving multiple issue areas with varying conditions, regulatory provisions, and compliance obligations, including those subject to frequent legislative and administrative changes.
• Manages administrative functions, including approving leave, time and attendance, and other personnel actions, and ensures adequate staffing to meet workload demands.
• Resolves employee concerns at the lowest appropriate level and refers more complex issues as necessary.
• Maintains position descriptions and supports effective position management.
• Applies advanced interviewing techniques to assess individual circumstances, clarify issues, and advise taxpayers on appropriate courses of action to meet their obligations.
• Elicits sensitive personal and financial information, including cases involving innocent spouse determinations, bankruptcies, undisclosed income, or other complex situations, ensuring compliance with reporting and disclosure requirements.
• Evaluates information provided to determine the extent of taxpayer understanding and distinguishes between errors due to misunderstanding and those indicating potential noncompliance.
• STANDARD POSITION DESCRIPTIONS (SPD): PD92411 Visit the IRS SPD Library to access the position descriptions.

Requirements

• Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position.
• Supervisory Probationary Period - Subject to a 1-year supervisory or managerial probationary period (unless already completed).
• ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION

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).

How you will be evaluated

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further. IRS employees must complete the Leadership Succession Review (LSR) Assessment.

Step by step instructions, on the on-line self assessment and managerial assessment, are available at *** The results from this assessment are used in ranking applicants on the leadership competencies. You will need the results from this assessment to complete your on-line application.

Your rating may be lowered, if your responses to the online questions are not supported.

Your application will be assessed on the following technical competencies for this position: Accounts Management Call Center Operations Exceptional Accomplishment General Supervision IRS Information Systems LSR Core Qualifications Quality Management & Assurance Service Delivery Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

Cheating on an assessment may also result in your removal from consideration. Rating: Your application will be evaluated on the leadership assessment and technical competencies of the position to be filled per the Service's Management Selection Program (MSP) 2.0 which covers Frontline, Department and Senior Manager positions.

A quality group rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level groups, Superior/Best Qualified, Highly Qualified and Qualified. Referral: Eligible applicants rated in the highest quality group, may be referred to a selecting official for consideration.

Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site.

Performance Appraisal and Awards - Will not be used in determining your overall rating. Any performance appraisal/evaluation and award documentation you provide will be forwarded to the selecting official. The selecting official will review this documentation and give it due weight consideration during the overall selection process.

IRS employees may obtain their most recent awards listing at *** If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP), you must receive a score of Highly Qualified or better to be rated as "well qualified" to receive special selection priority.

Documents you must provide

• The following documents are required and must be provided with your application.
• All application materials, including transcripts, must be in English.
• Incomplete or insufficient information may result in not being considered for the position, or not receiving special consideration for which you may be eligible.
• Please view Application Preparation or How to write a resume for federal job.
• Resume (Failure to follow instructions, will result in not being considered.) Do: Limit to two (2) pages.
• Recommend a standard 8.5x11-inch document size, a sans-serif font such as Arial or Calibri with a font size no smaller than 10-point, page margins of 0.5 inches.
• Applicants that attempt to circumvent the 2-page limit page limit, for example by materially reducing readability, will be deemed ineligible.
• Include relevant work experience - Employer Name, Job Title, Employment dates (start to end date or present), and a brief description of duties that clearly demonstrate your qualifications.
• Don't: Include photographs, classified or sensitive information, SSN, encrypted/digitally signed documents, or other inappropriate content.
• Resumes containing prohibited information will be deemed ineligible.
• Copy and paste duties or specialized experience from the job announcement, as this is not a demonstration of your experience.
• Additional Information: Pay plan, series, and grade (e.g., GS-0301-09) should be provided for all federal service jobs.
• Failure to do so could affect your qualification determination.
• To receive full credit for work experience, include number of hours worked per week and specific MM/DD/YYYY start and end dates for every position.
• Do not include personal information such as age, sex, religion, race, or disability.
• Do not include embedded links as they will not be opened or considered when determining qualifications.
• If you update and resubmit your application, only the most recent resume received will be considered to determine qualifications.
• Education (if applicable) - Refer to Qualification and Education sections above for requirements For positions with an education requirement, or if you are qualifying for this position based on education or training, submit a copy of your transcript(s) or equivalent.
• An official transcript(s) will be required if you are selected.
• Registration/License (if applicable) - Current, active registration/license 4.
• Performance Appraisal/Awards (strongly encouraged) Submit the most recent completed annual performance appraisal.
• Submit copies of any incentive/performance awards received that may have an impact on the qualifications for the position to be filled.
• Career Transition Assistance Plan (CTAP) (if applicable) Selection priority program for displaced or surplus federal employees: Review and submit the required documentation as outlined under CTAP 6.
• IRS Reassignment Preference Program (RPP) (if applicable) Submit your RPP Notice and most recent performance appraisal.
• Appraisal must reflect Fully successful or higher overall rating.
• Current Employees Documentation (recommended if applicable) If applying for a higher grade and you met time-in-grade (TIG) at another agency, it is recommended that you provide an SF-50(s) (Notification of Personnel Action) (or equivalent) which demonstrates you meet the 52-week TIG requirement (e.g., Promotion with an effective date more than one (1) year old, Within-Grade-Increase at the highest grade held).
• Failure to provide an SF-50(s) that shows your eligibility may result in an ineligible determination.

Benefits

As a current IRS employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at *** option #1 for ERC.

What to expect next

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.

" 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.

The Fair Chance to Compete for Jobs Act prohibits the Department of Treasury and its bureaus from requesting an applicant's criminal history record before that individual receives a conditional offer of employment. To learn more, please visit our page at: Treasury.gov/fairchanceact.

Additional information

In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. Additional jobs may be filled from this announcement or any other source to fill these vacancies. Alternative work schedule, staggered work hours may be available.

Salary: IRS (IR) Pay Band Locality Pay tables may be found under 2026 - IR Salary Tables.