G5-2024

FY24 Goal 5: Sustain and Support a Fully-Engaged and Diverse Workforce

Organizational Objectives

Continue to advocate for improvements in IRS hiring, recruitment, employee retention, and employee training

Status: Closed
Completion Date: 09/30/2024

Quarterly Update:
1st Quarter: During the first quarter, TAS continued advocating for improvements in IRS hiring, recruitment, employee retention, and employee training by engaging with an IRS University Team regarding ongoing efforts to create a Tax Administration Academy for the GS-592 series employees. The IRS University Team provided a demonstration and overview of their current offerings and offered to involve us in the development of its own job series. We are currently analyzing the timing of starting this endeavor against other Fiscal Year (FY) 2024 priorities.

Also, the National Taxpayer Advocate (NTA) developed Most Serious Problem (MSP #2- IRS Hiring, Recruitment and Training) for inclusion in the FY2023 Annual Report to Congress (ARC). The NTA is also developing recommendations to help improve the efficiency and proficiency of hiring actions, including for the IRS to investment in more technological capabilities to assist the hiring process and exploring additional recruitment and relocation incentives to better compete with other agencies for hiring and increase training support for Business Operating Divisions.

2nd Quarter: During the second quarter, TAS continued to implement strategies to improve our hiring and recruitment activities. These changes allowed us to hire 173 Case advocates and added flexibility to our Lead Case Advocate Training Specialist (LCAT) hiring strategy. Through March, our outreach has touched more than 17,000 potential applicants. Also, the National Taxpayer Advocate included as a Most Serious Problem – MSP #2- IRS Hiring, Recruitment and Training – in the 2023 Annual Report to Congress (ARC). The report made several recommendations to help improve the efficiency and proficiency of hiring actions, including for the IRS to invest in more technological capabilities to assist the hiring process, explore additional recruitment and relocations incentives to better compete with other agencies for hiring, and increase training support for Business Operating Divisions.

3rd Quarter: During the third quarter, TAS continued to advocate for improvements in IRS hiring, recruitment, employee retention, and employee training. We continued using a six month and have hired 212 Case Advocates this year. Also, recruitment activities have reached more than 35,000 potential applicants through: in-person recruitment events, virtual Lunch-n-Learn information sessions, email blasts, and job postings on external websites such. Further, we continued partnering with IRS University (IRSU) to review and make recommendations on the content and delivery of the Foundational Case Advocate Training (FCAT).

4th Quarter: During the fourth quarter, TAS used six month case advocate roster announcements allowing us to hire 273 case advocates in Fiscal Year 2024. This represents a net increase of 114 case advocates or 14 percent compared to the case advocate count at the end of Fiscal Year 2023. Our recruitment activities reached more than 86,000 potential applicants through: in-person recruitment events, virtual Lunch-n-Learn information sessions, email blasts, and job postings on external websites such as Handshake and at local unemployment offices.

Also, we partnered with IRS University (IRSU) to review the content and delivery of the Foundational Case Advocate Training (FCAT) Accounts and Exam course. The IRSU project team just completed observing the virtual delivery of the Accounts and Exam course and we received an initial report from the IRSU project team. We are in discussions with them on how we can partner to enhance the Foundational Case Advocate Training curriculum by development of experiential learning activities.

All actions are complete and this objective is closed.

Continue to advocate for the IRS to be fully transparent and provide specific details as to how it uses the additional funds appropriated through IRA, increase the level of detail it provides to taxpayers regarding delays on its Where’s My Refund? tool, and the status of processing of returns, forms, collection notices, correspondence, and other relevant data

Status: Closed
Completion Date: 09/30/2024

Quarterly Update:
1st Quarter: TAS continued advocating for the IRS to be fully transparent and provide specific details as to how it uses the additional funds appropriated through Inflation Reduction Act. During the first quarter, the National Taxpayer Advocate (NTA) included as a Most Serious Problem (MSP #3- IRS Transparency) in the Fiscal Year (FY) 2023 Annual Report to Congress. The NTA recommended the IRS provide quarterly updates of milestones accomplished and an annual report updating the Strategic Operating Plan. Also, the NTA recommended these updates include performance metrics for stated objectives that will allow for the evaluation of outcomes, including specific deadlines on when the IRS will meet these objectives.

2nd Quarter: During the second quarter, TAS continued to identify areas where additional guidance and clarity from the IRS are needed. We have advocated for IRS to provide instructions on IRS.gov on how to report an inadvertent disclosure when a person receives information from the IRS that belongs to another taxpayer, and the IRS has since issued an internal alert reminding employees of the procedures. Also, TAS sought to fill the information gap directly by publishing blogs and Tax Tips to assist taxpayers and tax professionals during the 2024 filing season, such as: “Important Considerations as You Select Your Return Preparer this Filing Season” and “Multiple Free Filing Options Available for Taxpayers in 2024.”

Further, TAS monitored the Electric Vehicle (EV) portal on IRS.gov for dealerships completed time of sale registrations, time of sales reports and rejections. We also identified issues that dealerships or consumers may be encountering with the processing of certain information submitted through the EV portal. Our website has a tax tip Clean Vehicle Credits, which is updated continually to inform both the consumer and dealership on all EV Credits.

3rd Quarter: TAS continued reviewing information provided by the IRS on the processing of tax returns and correspondence received. The Processing Status for Tax Forms website on IRS.gov still provides general information with few details and it shows the returns and correspondence it is processing by month received but doesn’t provide any information on the expected timeframes to complete the processing. TAS will continue to encourage the IRS to provide the public with a more informative dashboard. Also, we continued identifying areas where additional guidance and clarity is needed and publishes blogs and tax tips. This quarter TAS published “Electric Vehicle Tax Credits Issues and Pitfalls” and “Identity Theft Victims Are Waiting Nearly Two Years to Receive Their Tax Refund” Blogs and also published a Tax Tip “What to do if You Receive an IRS Balance Due Notice for Taxes you have Already Paid”.

4th Quarter: During the fourth quarter, TAS continued to encourage the IRS to develop methods of providing up-to-date information to taxpayers that is specific and accurate to their personal situation including recommendations such as the refund dashboard that was launched in January, 2024, that provides general information on current refund wait times. The IRS continued to update the Individual Online Account, and has added information to include the status of individual refunds as they are being processed and information of the status of taxpayers’ audits. Further, TAS continued to identify areas where additional guidance and clarity is needed and publishes blogs and tax tips. This quarter, to address the confusion about the Employee Retention Credit claim disallowance letters the IRS issued, TAS created a blog titled “Did You Receive a Notice of Claim Disallowance for Your Employee Retention Credit Refund Claim? If So, Now What?” TAS created another blog to provide information to taxpayers on the IRS resuming the automated collection notices, “You Received a Collection Notice – Now What?” All actions are complete and this objective is closed.

Continue refining TAS training, facilitate on-the-job instructors, and arrange coaches to enhance skills and competence

Status: Closed
Completion Date: 09/30/2024

Quarterly Update:
1st Quarter: TAS continues refining training, facilitating on-the-job instructors, and arranging coaches to enhance skills and competence for TAS analysts. To accomplish this, TAS created a new analyst curriculum to strengthen the skills of new and existing TAS analysts. During the second quarter, we will continue to assess the needs of analysts and look for new opportunities to enhance skills. Also, we completed updating and creating documents and guides to assist with the improvement of the Case Advocate Training Program.

2nd Quarter: During the second quarter, we created a training tracking app that allows analysts to complete this curriculum based on recommended guidelines. In addition, we provided analysts with the opportunities to attend relevant courses through IRS University academies including root cause analysis, how to be emotionally intelligent, and how to manage time like a champion. We are exploring other opportunities to assist analysts with further development of skills using an outside vendor. We anticipate full launch of the app and curriculum by fourth quarter.

3rd Quarter: During third quarter, TAS tested the training tracking app that allows analysts to complete this curriculum based on recommended guidelines. Additionally, we provided analysts with the opportunities to attend Servicewide analyst training courses through IRS University academies including writing for the web, write this way, completed staff work, and Treasury fundamentals of process improvement. We continue to explore other opportunities to assist analysts with further development of skills. Also, after studying gaps identified by TAS managers, we determined a need to develop applications to better enhance information sharing throughout the New Case Advocate training phase. Two apps are currently in development to allow better access to data regarding the progress of a New Case Advocate which include the skillset observation form application and the training tracker application.

4th Quarter: During the fourth quarter, TAS continued to provide analysts with the opportunities to attend relevant courses through Leadership Development workshops, including “Using LinkedIn Learning & Percipio for Leadership Competencies” and tips to write self-assessments (Welcome Screen article). To support IRS University academies, we shared new, monthly leadership micro-learning via the Leadership Insight and Learning Assistant offered by The School of Leadership Excellence. Also, we finalized the training tracking app that allows analysts to complete this curriculum based on recommended guidelines. Additionally, we provided analysts with the opportunities to attend Servicewide analyst training courses through IRS University academies including writing for the web, write this way, completed staff work, and Treasury fundamentals of process improvement. Lastly, the Skillset observation form application is fully developed and ready to implement pending the Learning Resource Interchange (LRN) determination. All actions are complete and this objective is closed.

Continue to support and expand TAS leadership development programs to provide employees tools and opportunities to grow in their careers

Status: Open
Expected Completion Date: TBD

Quarterly Update:
1st Quarter: During the first quarter, TAS continued to support and expand its leadership development programs to provide employees tools and opportunities to grow in their careers. We continued delivering the Coaching Skills training for Managers. Further, we hosted monthly Coaching Connection workshops that are open to all non-bargaining unit employees to build their individuals coaching skills.

TAS executive leadership decided to pause our leadership readiness programs for the remainder of Fiscal Year (FY) 2024.

2nd Quarter: During the second quarter, TAS continued providing coaching skills training for employees. We hosted 10 Coaching Connection workshops for the purpose of building on each individual’s coaching skills which reached 73 employees. We paired 14 employees with a coach and developed a post-coaching assessment to capture feedback from coach pairings. Also, TAS supported one manager who was accepted into the Treasury Executive Institute (TEI) Coaching Training Program. We now have 8 in-house certified coaches or coaches-in-training to support leadership development.

Also, TAS provided support to our employees through events announced internally and through outreach events. During the second quarter, TAS delivered 18 Leadership Succession Review (LSR) and Career Learning Plan (CLP) workshops to our employees.

3rd Quarter: During the third quarter, TAS continued to support all TAS employees through TAS-wide events announced on the Welcome Screen and outreach events. We delivered 30 Leadership Succession Review (LSR) and Career Learning Plan (CLP) workshops to 619 employees. Also, we launched a new Leadership Uplift series on the Manager’s Forum to support the initiative of supporting the professional development of managers.

4th Quarter: During the fourth quarter, we continued to support all TAS employees through TAS-wide events announced on the Welcome Screen and outreach events. We delivered 30 workshops covering Leadership Succession Review (LSR) and Career Learning Plan (CLP) and had a total of 619 TAS employees attend the sessions. Closing out this cycle we have 420 completed LSR assessments, a 19 percent increase over Fiscal Year 2023 end of year. We will be starting a new two year LSR cycle October 1, 2024. TAS will continue working on this objective in Fiscal Year 2025.

Continue to implement TAS’ revamped training program to develop our new employees while ensuring our existing employees' technical and soft skills are consistently strengthened with a focus on allowing our employees to grow professionally while providing taxpayers expert service

Status: Open
Expected Completion Date: TBD

Quarterly Update:
1st Quarter: During the first quarter, TAS analyzed course content, and feedback received and then elevated recommendations to determine which new hire case advocate classes should be delivered virtually, face to face, or hybrid.

2nd Quarter: During the second quarter, TAS’s Centralized Case Intake’s (CCI) proposed structure for hiring and training support was approved. CCI is in the process of posting two permanent GS-13 analysts, one who will support hiring and one who will support training.

3rd Quarter: TAS continues assessing advanced training topics and developing training by researching the top 10 issue codes for individual and business accounts. Based on that information, we reviewed current course offerings related to these issue codes. Also, we are partnering with IRS University to review the Foundational Case Advocate Training (FCAT) accounts class.

4th Quarter: During the fourth quarter, a list of twelve advanced technical topics were identified that include innocent spouse, trust fund recovery penalties, and a variety of Business Master File (BMF) topics that will start development in first quarter of FY 2025 with anticipated delivery later in Fiscal Year 2025. TAS will continue working on this objective in Fiscal Year 2025.

Continue assessing TAS’ hiring, training and technology needs in preparation for new funding from the Inflation Reduction Act

Status: Closed
Completion Date: 10/01/2023

Quarterly Update:
1st Quarter: All actions in this objective were complete during Fiscal Year 2023 and finalized in the first quarter of FY 2024. This objective is closed.

Continue to revise TAS intake training materials to ensure content is fully up to date

Status: Open
Expected Completion Date: TBD

Quarterly Update:
1st Quarter: During the first quarter, the TAS function Intake and Technical Support (ITS) continued considering the right training structure and content for intake work in light of anticipated changes to tools and systems. Learning and Education is revising Intake Accounts Parts A & B with support from Centralized Case Intake.

2nd Quarter: During the second quarter, TAS is currently not conducting any specialized technical training sessions in light of anticipated changes to tools and systems. However, we continue to revise Intake Accounts Parts A & B.

3rd Quarter: TAS continues to streamline intake training as a pilot program for the upcoming training class. While currently, it takes 5 months of classroom instruction and on-the-job instruction time for an intake to be able to work independently, we are working to shorten that as much as possible.

4th Quarter: In addition to the current streamline Intake Advocate (IA) training, TAS recently implemented streamlined Intake processes. IAs are being training on the new interim guidance and they will either take the two hour training class or watch a recording from the sessions. TAS will continue working on this objective in Fiscal Year 2025.

Return to FY24 TAS Operational Plan