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Grade: 09

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 GS-08 grade level in the Federal service. Specialized experience for this position includes: experience applying the methods, precedents, and guidelines related to individual and/or business accounts and the specialization of the assigned workload to advise taxpayers of their rights and appeals procedures; Experience working, researching accounts and dealing with all individuals including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account. Servicing internal and external customers by identifying organizational functions, terminology, quality assurance techniques, and reporting requirements in order to coordinate workflow and resolve related problems; Experience assessing the performance capabilities of employees in order to assign work appropriately experience with organizational office operation, processing and procedures and administrative policies, to support the supervisor or to use when acting as supervisor; Experience utilizing inventory management procedures to control casework and conduct research.
1 Which of the following is true about your 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 full-time experience described above.
TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
2 Please select the response that best describes your time in grade. Answer to this question is required
  • I have served one year at the next lower grade of the position for which I am applying.
  • I currently occupy a position at or above the grade of the position for which I am applying.
  • I have previously occupied a position at or above the grade of the position for which I am applying.
  • I have less than one year in grade at the next lower level of the position for which I am applying.
3 (C) With which of the following workplace activities do you have experience? Answer to this question is required
  • Served on a detail (e.g., Acting Lead, Acting Manager, Quality Analyst)
  • Led a focus/committee/task group to bring work-related issues to managements’ attention
  • Submitted changes/suggestions leading to IRM updates through SERP feedback
  • None of the above
4 (C) Which of the following call site teamwork activities did you perform? Answer to this question is required
  • Conducted team meetings
  • Conducted workshops or presentations to a workgroup or team
  • Shared best practices with others in a workgroup
  • Assisted coworkers with work-related issues
  • None of the above
5 (K) Which of the following tools or systems do you use to conduct research? Answer to this question is required
  • Accounts Management or Collection Tools like: Accounts Management System (AMS), Automated Collection System (ACS) web and/or Green Screen
  • Correspondence Imaging system (CIS) and/or Remittance Transaction Research (RTR)
  • None of the above
6 (K) In which of the following Contact/Collection Representative roles have you served as a technical expert? Answer to this question is required
  • Acting Lead Contact/Collection Representative or on-call technical advisor
  • Lead Contact/Collection Representative
  • On-the-Job instructor (OJI)
  • Certified Classroom Instructor
  • Instructor for Continuing Professional Education (CPE)/Critical Filing Season Refresher Training (CFSRT) course
  • Subject Matter Expert (SME)
  • None of the above
7 (A) Which of the following tasks did you perform? Answer to this question is required
  • Approved and/or input installment agreement requests
  • Reviewed and signed Forms e-911 or 4442 (Referrals) and/or reviewed/signed levy releases
  • Conducted an inventory review and/or overage report
  • None of the above
8 (A) Which of the following types of verbal communication experiences did you have in a call site environment? Answer to this question is required
  • Instructed or presented to a workgroup
  • Presented or communicated with managers outside of my immediate workgroup on an issue
  • Served as a Subject Matter Expert on a task force
  • None of the above
9 (A) What is your highest level of experience resolving conflicts in a call site environment? Answer to this question is required
  • I independently resolved conflicts with difficult co-workers and helped others resolve conflict with difficult customers.
  • I independently resolved conflicts with difficult customers.
  • I resolved conflicts with difficult customers with manager assistance.
  • None of the above
10 (Q) As a Contact/Collection Representative, which of the following resources do you use to ensure accuracy of actions when resolving taxpayers' accounts? Answer to this question is required
  • Integrated Automation Technology (IAT)
  • AMS Checklist/Worksheets
  • Integrated Data Retrieval System (IDRS) command code job aid and/or common levy source listing
  • Embedded Quality (EQ) Web (e.g. Quality Grams, Job aids)
  • None of the above
11 (Q) Which of the following best describes how you ensure accuracy in your work in a call site environment? Answer to this question is required
  • I independently review my own work.
  • I independently review my work and review others’ work with assistance.
  • I independently review my work and others’ work.
  • I independently review my work and the work of others and provide feedback for corrective action.
  • None of the above
12 (Q) Which of the following types of written feedback did you provide to your co-workers on their work in a call site environment? Answer to this question is required
  • Call monitoring/ Inventory review
  • Job Aid and/or Research guidance on common errors
  • Workshops/Presentations to share strategies & best Practices
  • None of the above
13 (E) Which of the following best describes how you handled your workload in a call site environment? Answer to this question is required
  • Completed new tasks in the order they are received
  • Completed new tasks based on manager priorities
  • Completed new tasks by independently integrating into my work and prioritizing appropriately
  • Complete new tasks independently integrating into my work and prioritizing appropriately and assisting others in prioritizing their work
  • None of the above
14 (E) Which of the following best describes your experience with time management in a call site environment? Answer to this question is required
  • I independently manage my time.
  • I assist others with their time management.
  • I assist my supervisor in managing others’ time and provide feedback.
  • None of the above
15 (E) Which of the following systems do you use to promote time management? Answer to this question is required
  • Custom View/Cisco Unified Intelligence Center (CUIC)/Unified Command and Control-Real Time Reporting (UCC-RTR)/Aspect/Real Time Adherence (RTA
  • Electronic Workforce Management (EWFM)
  • None of the above
16 (E) Which of the following best describes your experience assigning a workload in a call site environment? Answer to this question is required
  • Distribute and prioritize assigned duties for others
  • Distribute and prioritize assigned duties for others with manager assistance
  • None of the 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
If you are eligible for consideration under the Career Transition Assistance Plan (CTAP) or Reassignment Preference Program (RPP), you must submit proof of eligibility by 11:59 PM ET on the closing date of this announcement. If you have any questions concerning your eligibility please refer back to the CTAP/RPP Documentation link in the vacancy announcement.
3 Are you eligible for consideration under the Career Transition Assistance Plan (CTAP) or Reassignment Preference Program (RPP)? Answer to this question is required
  • Yes
    3.1 Please select the priority program for which you are eligible for consideration.
    • Career Transition Assistance Plan (CTAP)
    • Reassignment Preference Program (RPP)
  • No
The type of awards and number of award points will be credited in accordance with Article 13 Section 5. 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.
4 How many monetary (or time off in lieu of monetary) awards, such as performance awards, special act awards, and quality step increases have you received in the three years preceding the closing date of this announcement? Answer to this question is required
  • 1
    4.1 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
    4.1 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
    4.1 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.
5 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. You have indicated that you do not have a current performance appraisal. You should be advised that your annual performance appraisal and relevant awards make up sixty percent of your overall rating in this process. Under Article 12, Section 4, there are a number of options available to you. You should contact your immediate manager to determine which option is most appropriate to your current situation and position.
6 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 or do not have a performance appraisal Based on the information provided, you should be advised that your annual performance appraisal and relevant awards make up sixty percent of your overall rating in this process. Under Article 12, Section 4, there are a number of options available to you. You should contact your immediate manager to determine which option is most appropriate to your current situation and position.
7 Please enter the date of your most recent performance appraisal in the format MM/DD/YYYY. Answer to this question is required
8 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 or do not have a performance appraisal.
9 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
10 To be proficient, you must be able to speak, to read, and to write in English and Spanish. Please remember that you will be asked to demonstrate your bilingual proficiency through an assessment of your language skills. Only the relevant language skills will be assessed. The assessment may include an examination (e.g., test, structured interview, and/or writing sample). Are you proficient in Spanish? Answer to this question is required
  • Yes
  • No
Applicants who permanently occupy a bilingual position at IRS and who achieved a "Fully Successful/Met" or above rating on their most current performance appraisal will not be required to take the assessment.
11 Which statement best describes your ability to SPEAK in the foreign language you indicated? Answer to this question is required
  • I can ask and answer questions to gather basic information from customers.
  • I am able to share information about my previous professional experience and can converse with native speakers on common topics, such as current events.
  • I am able to explain technical information to a non-technical audience.
  • I am a current bilingual IRS employee.
  • None of the above.
12 Which statement best describes your ability to READ in the foreign language you indicated? Answer to this question is required
  • I am able to understand correspondence, meeting notes, and public announcements.
  • I am able to understand documents explaining technical information pertaining to my previous professional experience.
  • I can understand the main ideas and important details of almost all written material related to my previous professional experience (e.g., reports, analyses, editorials, briefings).
  • I am a current bilingual IRS employee.
  • None of the Above
13 Which statement best describes your ability to WRITE in the foreign language you indicated? Answer to this question is required
  • I am able to write correspondence on topics that I am very familiar with and can write notes with instructions for others to follow.
  • I am able to write correspondence to colleagues on work-related matters and can write detailed summaries of presentations or meeting proceedings for an audience familiar with the topic.
  • I am able to create presentations to brief a non-technical audience and to write program evaluations and technical reports on topics that are related to my area of expertise.
  • I am a current bilingual IRS employee.
  • None of the Above.