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Vacancy Details

Grade: 07

To be eligible for this position at this grade level, you must meet the requirements below.
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service. To be qualifying for this position your experience should be sufficient to demonstrate:
  • Experience with management techniques, methods, theories, principles, and labor relations concepts, to assure optimum utilization of personnel, equipment, and space for the accomplishment of all program objectives with combined technical and administrative oversight;
  • Experience applying regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled;
  • Experience applying basic budget management principles and practices (i.e. ability to maintain and manage financial resources); and
  • Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers.
1 Which of the following is true about your specialized experience? Answer to this question is required
  • I have at least one (1) year of specialized experience as described above.
  • I have less than one (1) year of specialized experience as described above.

Grade: All Grades

Thank you for your interest in applying for this position.
Your responses to the following questions supplement the information provided in your resume.
1 Please provide your current pay plan, series, and grade. For example: GS-303-03, IR-512-01, etc. Maximum length of 250 characters. Answer to this question is required
2 What is your current position title? Maximum length of 250 characters. Answer to this question is required
3 Please select the priority program for which you are eligible for consideration. Answer to this question is required
  • IRS Reassignment Preference Program (RPP)
  • IRS Career Transition Assistance Plan (CTAP)
  • Treasury Career Transition Assistance Plan (CTAP) within the commuting area
  • Other IRS Preference Program
  • I am not eligible for any priority program
4 What is your SEID Number? Maximum length of 250 characters. Answer to this question is required
Awards are considered in the selection process. The award information you provide may be verified.
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
5 How many monetary performance related awards , such as performance awards, (including time off in lieu of monetary), or quality step increases have you received in the three years preceding the closing date of this announcement?
Answer to this question is required
  • 1
    5.1 Please list the name of the award and the date(MMDDYYYY) of the award. (For example: Performance Award, 02/02/2006). Maximum length of 250 characters.
  • 2
    5.1 Please list the names of the awards and the date(MMDDYYYY) of each award. (For example: Performance Award, 02/02/2006). Maximum length of 250 characters.
  • 3 or more
    5.1 Please list the names of the awards and the date(MMDDYYYY) of each award. (For example: Performance Award, 02/02/2006). Maximum length of 250 characters.
  • None
In addition to the online application and resume, you must submit a current annual Performance Appraisal. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.
6 Did you receive a fully successful, equivalent, or higher rating on your most recent performance appraisal? Answer to this question is required
  • Yes
  • No
  • I do not have a recent performance appraisal.
    6.1 Please indicate why you do not have a current performance appraisal. Maximum length of 250 characters.
7 Please indicate the option that best describes your most recent performance appraisal. Answer to this question is required
  • Annual Rating/Annual Performance Appraisal
  • Revalidated Annual Rating/Annual Performance Appraisal
  • Departure Rating/Annual Performance Appraisal
  • Merit Promotion Appraisal
  • Not Ratable/No Performance Appraisal
Non-IRS Treasury CTAP employees: In the following question select the response that most accurately reflects your most recent performance rating.
8 Please enter the date of your most recent performance appraisal in the format MM/DD/YYYY. Answer to this question is required
9 Please select the rating that you achieved on your most recent performance appraisal. Answer to this question is required
  • Outstanding
  • Exceeds Fully Successful
  • Fully Successful
  • Minimally Successful
  • Unacceptable
  • Not Ratable
In this position you may be required to be available for training and/or position assignments in other geographic areas to assist with your development and in order to meet the needs of the organization.
10 Do you understand you may be required to be available for travel and assignments, for extended periods of time, in other geographic areas? Answer to this question is required
  • Yes
  • No
11 Please select the response which most accurately describes your current position level? Answer to this question is required
  • Employee
  • Management Official
  • Frontline Manager
  • Department Manager
  • Senior Manager
  • Executive Readiness (XR) Program
  • Senior Executive Service (SES) Candidate Development Program
  • None of the Above
12 Please select the response which most accurately reflects any managerial level for which you have served on a Permanent or Temporary (Promotion) basis? Answer to this question is required
  • Front Line Manager
  • Department Manager
  • Senior Manager
  • Executive Readiness (XR) Program
  • Senior Executive Service (SES) Candidate Development Program
  • I have not served in a Managerial position on a Permanent or Temporary (Promotion) basis
13 Please select the response(s) that best describes your experience and/or participation in a managerial level readiness program(s)? Answer to this question is required
  • Successful completion of Front-Line, or equivalent leadership level, Readiness Program.
  • Successful completion of Senior Manager, or equivalent leadership level, Readiness Program.
  • Successful completion of Executive, or equivalent leadership level, Readiness Program.
  • Successful completion of Other Readiness Program.
  • None of the above.
14 Using your prior response, please provide a brief description of the Readiness Program(s) and the date of completion. Maximum length of 250 characters. Answer to this question is required
Next you will respond to a series of questions to obtain your ratings of potential from the Leadership Succession Review (LSR) Assessment. Your responses will be verified prior to being referred for consideration in the selection process.
You should be advised that you must complete the LSR process before being able to respond to the next several questions. The results of this process are used in ranking leadership competencies. If you have not completed the LSR process, or are awaiting a managerial assessment or review to be completed, please select the appropriate response indicating "I have not completed the LSR process" or "I am waiting the managerial assessment or review," and return to update your responses once you have completed the process. NOTE: Your application must be completed and submitted by 11:59 p.m. ET on the closing date of this announcement to be considered in the hiring process.
15 Please select the competency rating you received for the competency entitled Personal Leadership? Answer to this question is required
  • Employee
  • Progressing Towards Frontline Manager
  • Frontline Manager
  • Progressing Towards Department Manager
  • Department Manager
  • Progressing Towards Senior Manager
  • Senior Manager
  • Progressing Towards Executive
  • Executive
  • I have not completed the LSR process
  • I am awaiting a managerial assessment or review.
  • None of the above
16 Please select the competency rating you received for the competency entitled Leading Others? Answer to this question is required
  • Employee
  • Progressing Towards Frontline Manager
  • Frontline Manager
  • Progressing Towards Department Manager
  • Department Manager
  • Progressing Towards Senior Manager
  • Senior Manager
  • Progressing Towards Executive
  • Executive
  • I have not completed the LSR process
  • I am awaiting a managerial assessment or review.
  • None of the above
17 Please select the competency rating you received for the competency entitled Leading Improvement? Answer to this question is required
  • Employee
  • Progressing Towards Frontline Manager
  • Frontline Manager
  • Progressing Towards Department Manager
  • Department Manager
  • Progressing Towards Senior Manager
  • Senior Manager
  • Progressing Towards Executive
  • Executive
  • I have not completed the LSR process
  • I am awaiting a managerial assessment or review.
  • None of the above
18 Please select the competency rating you received for the competency entitled Business Results? Answer to this question is required
  • Employee
  • Progressing Towards Frontline Manager
  • Frontline Manager
  • Progressing Towards Department Manager
  • Department Manager
  • Progressing Towards Senior Manager
  • Senior Manager
  • Progressing Towards Executive
  • Executive
  • I have not completed the LSR process
  • I am awaiting a managerial assessment or review.
  • None of the above
19 Using your “Level” ratings from the LSR Assessment, please select the Behaviors where you achieved a Frontline Manager or above management level rating. Answer to this question is required
  • Self Development
  • Communications
  • Political Savvy
  • Relationship Management
  • Group Leadership
  • Customer Focus
  • Managing Performance and Development
  • Change Management
  • Innovation and Risk Management
  • Achievement Orientation
  • Problem Solving and Decision Making
  • Leveraging Resources
  • Strategic Planning and Implementation
  • None of the Above
20 Your final determination of readiness rating provides an overall assessment of potential to perform at the next level of management. Please select the response that best describes your overall readiness rating? Answer to this question is required
  • My overall rating is “Ready Now,” and my Next Step is a Frontline Manager or above position.
  • My overall rating is “Ready with Development,” and my Next Step is a Frontline Manager or above position.
  • My overall rating is “Not Ready,” and my Next Step is a Frontline Manager or above position.
  • None of the above.

Next you will respond to a series of questions that are designed to capture your technical experience and other accomplishments.  Experience gained in a position prior to your reaching the full working level should not be considered when responding to these questions.

21 Which of the following describes your experience with service delivery in a customer service related position? Answer to this question is required
  • Communicated new policies to frontline employees, orally and/or in writing, on changes to existing or new customer service delivery decisions established by leadership.
  • Performed a trend analysis of a program that identified weaknesses and barriers impacting delivery to customers and presented findings and recommendations to mid-level management or above on solutions or changes that would improve the program.
  • Experience as a Contact Representative and/or with customer service principles and systems used in a call center or similar environment
  • Participated on a team and provided feedback as a tester that enabled IT developers to successfully develop and launch new tools that enhanced the customer service experience.
  • None of the above.
22 Which of the following best describes your highest level of experience with supporting customers and the delivery of services in a phone environment? Answer to this question is required
  • Coordinated and executed staffing changes for the call site directly with the Joint Operations Center.
  • Assisted immediate supervisor in decisions on reallocating human resources and/or adjusting staffing within a team to support or deliver customer services.
  • Executed changes based on direction of the local Telephone Systems Analyst (TSA) to adjust staffing for the call site.
  • None of the above.
23 Which of the following describes your Compliance experience? Answer to this question is required
  • Experience identifying cases requiring ACS managerial approvals.
  • Phone experience dealing with taxpayer inquiries on a toll-free application in a function other than compliance as Tax Examiner or as a Customer Service Representative.
  • Phone experience dealing with taxpayer inquiries on a toll-free application in a compliance function other than at an ACS call site as a Contact Representative or the Lead Contact Representative.
  • Experience performing managerial approvals and/or managerial call backs at any ACS call site.
  • None of the above.
24 Which of the following best describes your highest level of experience with Compliance programs (i.e. Collections (CSCO), Automated Under-reporter, Exam, ACS, etc)? Answer to this question is required
  • Served as a lead instructor and/or On-The-Job (OJI) Instructor within ACS.
  • Served as a subject matter expert as a course developer for an ACS program (i.e. developed and delivered new hire training).
  • Served as an instructor and/or On-The-Job (OJI) Instructor on any compliance process, other than in ACS.
  • Served as a subject matter expert as lead instructor or course developer for a compliance program), other than in ACS.
  • None of the above.
25 Which of the following describes your experience assigning work? Answer to this question is required
  • Assigned work to staff based on skill set in any environment.
  • Reacted and adapted to staffing shortages by reassigning workload or reallocating resources.
  • Assigned agents to applications most relevant to skill level in a phone environment.
  • None of the above.
26 Which of the following describes your experience processing cases, identifying workload processing issues, and planning/scheduling work? Answer to this question is required
  • Monitored online systems of customer service productivity and time allocated to phone cases and used reports to determine where resources were to be re-allocated.
  • Communicated to management, at the department or operation-level, issues involving toll-free staffing demands and/or case processing concerns.
  • Allocated resources for workload processing and/or service delivery on a toll-free application.
  • None of the above.
27 Which of the following best describes your highest level of experience improving workload processes? Answer to this question is required
  • Implemented changes to procedures designed to improve services.
  • Identified, made recommendations, and implemented process improvements to case processing.
  • Periodically reviewed closed cases and/or recorded telephone calls to ensure recent changes to work procedures and processes have been implemented and to identify potential inefficiencies.
  • None of the above.
28 Describe your experience supervising teams and individuals. Answer to this question is required
  • Recommended employees for an award or other public recognition. This may have included preparing a formal recommendation for a quality step increase, or award presented at an employee recognition ceremony.
  • Prepared and shared an evaluation with an employee in a one-on-one setting.
  • Provided feedback of an employee’s performance to employee’s immediate supervisor.
  • Recommended individual employees for promotion or development opportunities.
  • Identified developmental and training needs of employees and has taken action to provide it.
  • Acted to address or resolve employee questions and concerns by providing technical advice or referring employee to personnel services.
  • None of the above.
29 Which of the following describes your level of experience with a quality review process? Answer to this question is required
  • Reviewed quality of work product, at the individual or team level, to ensure accuracy and input results in the Embedded Quality Review System (EQRS) or similar quality review system.
  • Taken action to resolve errors based on the results derived from the Embedded Quality Review System (EQRS).
  • Served as a subject matter expert on coding defects in the evaluative quality review system, including the ability to pull ad-hoc reports.
  • None of the above.
30 Which of the following best describes your level of experience with quality improvement initiatives? Answer to this question is required
  • Performed a data analysis on quality management systems using quality review statistics of a specific work unit to identify a root cause for a specific defect and formulated recommendations for corrective action to improve quality.
  • Applied the quality management tools, such as the Embedded Quality Review System (EQRS), or similar quality database, to improve the quality of a program in any area within IRS.
  • Participated, as a part of a team, identifying a root cause for a specific defect and formulated recommendations for corrective action by performing a data analysis using quality review statistics of a specific work unit to improve quality.
  • None of the above.
31 Which of the following describe a significant accomplishment(s) whereby you clearly demonstrated leadership potential in the areas of Personal Leadership, Leading Others, Leading Improvement, and/or Business Results. Answer to this question is required
  • Wrote vulnerability studies, operational reviews, or white papers prepared for first level executive, providing analysis and recommendations of corrective actions and/or mitigating strategies.
  • Facilitated or led discussions in which I influenced, motivated, or persuaded persons or groups. This includes approaching individuals or groups who are skeptical or in disagreement.
  • Negotiated with or persuaded others to make a change that resulted in a new direction or business approach that improved employee or customer satisfaction.
  • Worked in a role whereby I was responsible for identifying and implementing programs that enhanced employee’s careers and provided leadership through the use of team building, coaching, and mentoring.
  • Demonstrated a high level of ability to negotiate complex issues with individuals/groups of diverse backgrounds, both internal and external to the organization, and developed and enhanced alliances with external groups, demonstrating the high level of ability to effectively communicate with groups of varying levels of education and competence, finding common ground with a wide range of stakeholders.
  • Served in a leadership role managing multiple teams or organizations that were successful in their delivery of new products, services, or initiatives, and/or their resolution of specific problems.
  • Worked in a consultant capacity or led a business improvement project or team that specifically set out to reengineer a process, improve a product, or provide new services.
  • Successfully developed, implemented, or managed an organization-wide accountability program by which employees or managers were measured. This may include an organization-wide program that measured performance, return on investment, productivity, quality, timeliness, etc.
  • Demonstrated experience in the formulation and/or management/execution of a workplan that affects at least one program, and through various means have effectively managed human and financial resources.
32 To qualify for this position and receive full credit for your relevant experience you must list the month/year and number of hours worked for experience listed on your resume. Your resume must support your responses to the questions. Do you understand that failure to provide sufficient evidence in your resume may result in a "not qualified determination? Answer to this question is required
  • Yes
  • No