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Published:   |   Last Updated: January 30, 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

Objective 17

Background

This objective carried over from Fiscal Year 2024

Highlights

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Status

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Expected Completion Date

09/30/2025

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Activities

Activity 1: Assess Case Advocacy advanced training topics and develop advanced Case Advocacy training program.

Activity 2: Assess TAS training programs to determine which courses are best to be delivered either virtual, hybrid, or in-person to maximize student interaction and knowledge retention while minimizing costs.

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Actions Completed

1st Quarter

“Twelve advanced topics were identified to serve as the foundation for advanced technical training for new Case Advocate employees. These topics include eight Business Master File (BMF) topics as well as four Individual Master File (IMF) topics. The draft plan for developing these topics consists of two phases.

• Phase 1: BMF topics will be delivered as continuous learning workshops for all new Case Advocates. Additionally, IMF topics will target all TAS employees who graduated from the Case Advocacy Training Support program since stand up.

• Phase 2: The twelve topics will be integrated into an advanced training program for all future New Case Advocates (NCA).

Assessments were conducted in Fiscal Year 2024 and TAS is testing face-to-face- delivery of Foundational Case Advocate Training Accounts Issues for Case Advocates and Intake Advocate Accounts Foundations training for Intake Advocates.”

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Next Steps

“TAS will continue developing the BMF and IMF advanced topics and create a delivery schedule for their implementation. The delivery schedule will depend on the deployment and training of the Phoenix case management system.

TAS will deliver training face-to face and assess the effectiveness of the training. “

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