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Intake Advocate (9-Month Register)

Company: Internal Revenue Service
Location: Little Rock
Posted on: May 10, 2024

Job Description:



A description of the business units can be found at:

Vacancies will be filled in the following specialty areas:

Taxpayer Advocate Service (TAS)- Deputy Executive Director Case Advocacy (DEDCA)

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.

  • Answers and manages initially incoming telephone call traffic and customer inquiries. This includes, but is not limited to: internal, taxpayer, congressional, and stakeholder contacts. Ascertains the nature of the contact and refers it to another staff member or handles personally any basic issues. Obtains information from customers who are dissatisfied with assistance received in IRS or are experiencing a hardship. Elicits information to clarify basic issues and identify basic Taxpayer Advocate Service (TAS) criteria. Requests forms and worksheets within IRS for customer in response to customer needs.
  • Reviews initial basic customer case-related information received, following Internal Revenue Manual (IRM) 13. Distributes all incoming casework in accordance with management guidelines and timeframe specifications. Receipts are either by telephone, electronic or paper correspondence or in-person and originate from customers, their representatives, other IRS divisions and other TAS offices.
  • Receives and processes Congressional, White House and other priority inquiries received by the office that deal with constituent's problems. Makes appropriate referral of non-criteria cases. Ensures TAS transfer processing guidelines are met on cases received from other TAS offices. Directs inappropriate transfers to the correct office when clearly distinguishable, or refers them to higher-graded employee for transfer determination.
  • Researches and interprets under supervisory direction basic procedures and rules in applicable databases including Integrated Case Processing (ICP), Servicewide Electronic Research Program (SERP), Integrated Data Retrieval System (IDRS), Taxpayer Advocate Management Information System (TAMIS), and other applicable information.
  • Protects confidentiality of taxpayer information as outlined in IRC *6103 and 7803(c)(4)(a)(IV).
  • Works closely with other employees on staff utilizing basic and most commonly applied team concept theories and practices.
  • Ensures that possible simple systemic errors and improper or unfair tax treatment are brought to the attention of the superior or other higher-graded staff member.
  • Performs other duties as assigned
    Conditions of Employment
    • 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))
    • Must successfully complete a background investigation, including a FBI criminal history record check (fingerprint check).
    • Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. 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.

      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-timework 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:GS-5 Level: To be minimally qualified for this position you 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.


      You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

      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.

      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 .

      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 for Foreign Education Credentialing instructions.
      Additional information
      • 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: Monday-Friday Day Shift - Start and stop times between 6:00 a.m. and 6:00 p.m.
      • Alternative work schedule, staggered work hours or telework may be available.
      • Relocation expenses - No
      • Obtain and use a Government-issued charge card for business-related travel.
        Though many locations may be listed, you will be limited to a maximum of 3 location choices. Please consider each location carefully when applying. If you are selected for a position at one of your location selections, that location will become your official post of duty.

        There are 69 locations but these are the vacancies we currently have:

        28 PODs/31 Vacancies in the following locations:

        1 vacancy each in:




        BOSTON, MA

        BROOKLYN, NY

        BUFFALO, NY


        CHEYENNE, WY

        CHICAGO, IL



        DETROIT, MI

        EL PASO,TX

        HELENA, MT

        HONOLULU, HI

        HOUSTON, TX


        LAS VEGAS, NV




        NEW YORK, NY



        WICHITA, KS

        2 vacancies each in:



        OAKLAND, CA

        There may be additional vacancies in the other locations listed in the announcement. If vacancies become available in these locations, the announcement will be amended to include the number of vacancies per location and a new cutoff date to fill additional positions.

        If the position(s) are no longer needed prior to the closing date, this announcement may be closed early.

        This is an open continuous announcement which will be used to fill vacancies in the locations listed as they become available for the next 12 months contingent upon funding and space requirements. Applicants must apply and/or update their applications by 11:59 pm ET at the close of the following cutoff dates to be considered: Cutoff date(s): 3 weeks from open date (12/20/2023). The next cutoff dates will be 02/14/24, 04/03/24. Chicago only will have a 1st cutoff of 2/26/2024 El Paso only will have a 1st cutoff of 3/14/24. Houston and New York will have a first cut-off of 04/03/24.

        This announcement may be amended to include additional cut-off dates within the 6 month period if needed, not later than 5 days prior to the additional cut-off date(s). Eligible applicants in the highest category who apply by the initial cut-off date will be considered first. If additional vacancies exist, applicants who applied after the initial cutoff date who place in the highest category will be considered next. Selections from this announcement may be made no later than (NLT) 6 months after 1st cutoff 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.

        Required Documents

        The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
      • Online Application - Questionnaire
      • Education - See Education Section above
      • Registration/License (if applicable) - active, current registration/license
      • High School Diploma (or equivalent) - If you are 16 or 17 years of age, you MUST submit documentation of graduation from high school (or equivalent); OR completion of a formal vocational training program; OR statement from school authorities agreeing with your decision to pursue employment rather than continuing your education.

        Please note that if you do not provide all required information, as specified in this announcement, your application will be determined incomplete, and you will not be considered for this position (or may not receive the special consideration for which you may be eligible).

        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 05/29/2024 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 05/29/2024.

        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 05/29/2024.

          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 Welcome 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 Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: .

          Agency contact information

          IRS Kansas City External

          TAS - Deputy National Taxpayer Advocate

          1111 Constitution Ave NW

          Washington, DC 20224


          Next steps

          Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at . We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; 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 set up to be fair and transparent. Please read the following guidance.

Keywords: Internal Revenue Service, Little Rock , Intake Advocate (9-Month Register), Other , Little Rock, Arkansas

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