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    Duties

    Summary

    WHAT DOES A FRONTLINE MANAGER DO? As a Front Line Manager, first level supervisor, you will be responsible for assigning, directing, and reviewing the work of subordinate employees. You will use your leadership skills and management techniques for planning, scheduling, and coordinating work operations, planning and carrying out the training and development of employees, evaluating employees' work performance, and in performing all other related administrative functions. Generally, you will direct the work operations of subordinates performing administrative, complex clerical, technical and/or work comparable in nature. The functions, activities, and services provided may have limited geographic coverage and support activities within specific agency program segments.

    WHAT IS THE WAGE AND INVESTMENT DIVISION? The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. Key W&I objectives are to provide high-quality taxpayer assistance, and to enable taxpayers to transact and communicate electronically to file their returns, make payments and receive assistance. W&I partners with private organizations to provide assistance to such disadvantaged groups as elderly and low-income taxpayers.

    This is a roster announcement open continuously and allows applicants to apply up to the last cut off date listed in the announcement. The roster will be used to fill positions throughout the next 12 months. We are projecting approximately 5 vacancies may be filled during the life of this roster open period of 08/18/2017 to 06/22/18 – selections may be made through 09/22/2018. Contingent upon funding and space requirements, one or more vacancies may be filled in the individual PODs listed below as they become available in that location during the life of this roster. Applicants need to apply and be eligible by 11:59 pm Eastern Time (ET) at the close of each of the following cutoff dates to be considered: 8/31/2017, 12/22/2017, 03/22/2018 and 06/22/2018. Applicants need to apply and be eligible on or prior to the cut off dates or the closing date to be considered for the roster.**

    Positions are located in W&I, Accounts Management, Operations 3, Department 3 and 4, 1999 Broadway, Denver, CO.

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    Responsibilities

    As a FrontLine Manager you will:

    • Plan work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work.
    • Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
    • Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action.
    • Give advice, counsel, or instruction to employees on work and administrative matters.
    • Interview candidates for positions within the organization/unit, and recommend appointment, promotion, or reassignment to such positions.
    • Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate.
    • Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases.
    • Identify developmental and training needs of employees, providing or arranging for needed development and training.
    • Initiate ways to improve production, work processes, and/or to increase the quality of the work directed.

      WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov.

    Travel Required

    Not required

    Supervisory status

    Yes

    Promotion Potential

    07

    Who May Apply

    This job is open to…

    Current IRS Internal/Agency Employees



    Questions? This job is open to 1 group.

  • Job family (Series)

    0962 Contact Representative

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    Requirements

    Conditions Of Employment

    • Please refer to "Conditions of Employment."
    • Click "Print Preview" to review the entire announcement before applying.
    • IRS Employees on Career or Career Conditional Appointments

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    Qualifications

    You must meet the following requirements by the closing date of this announcement.

    BASIC REQUIREMENTS (FRONTLINE MANAGER): 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:
    • Knowledge of 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;
    • Knowledge and understanding of 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;
    • Knowledge of basic budget management principles and practices (i.e. ability to maintain and manage financial resources); and
    • Knowledge of communicative techniques to effectively and diplomatically interact with internal and external customers.
    -The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-timework; 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.

    Education

    Additional information

    POSITION DESCRIPTIONS: 92411
    A PM/C SharePoint site is available for IRS Employees at : https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspx

    CONDITIONS OF EMPLOYMENT
    :

    • We may select from this announcement or any other source to fill one or more vacancies.
    • This is a non-bargaining unit position.
    • Alternative work schedule, staggered work hours or telework may be available.
    • Tour of Duty: Monday - Friday, Day Shift, TOD will be determined at time of selection.
    • The employment of any candidate, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This audit may include up to 2 years of returns.
    • Subject to a 1-year supervisory or managerial probationary period (unless already completed)

    How You Will Be Evaluated

    Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a “not qualified” determination.

    Rating: Applicants determined tentatively eligible/qualified by the system will be prompted to complete the Technical Competency Narrative Questions and to provide a brief description of your exceptional accomplishment(s) related to the position to be filled.

    Your application will be evaluated on the leadership and technical competencies of the position to be filled per the Service's Management Selection Program (MSP) 2.0 which covers Frontline, Department and Senior Manager positions. Technical competencies for this position are: 1) Call Center Operations 2) Organizational Awareness 3) Service Delivery

    IRS employees must complete the Leadership Succession Review (LSR) Assessment. Step by step instructions, on the on-line self assessment and managerial assessment, are available at http://hco.web.irs.gov/apps/CAC/LSR2/mgr_check.asp. The results from this assessment are used in ranking applicants on the leadership competencies. You will need the results from this assessment to complete your CareerConnector on-line application.

    Your rating may be lowered, if your responses to the online questions are not supported.

    Referral: You will be assigned to one of three quality groups. Each group represents a quality level (i.e., Superior/Best Qualified, Highly Qualified, Qualified). Candidates will be considered in quality group order.

    If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We will not reimburse costs related to the interview such as travel to and from the interview site.
    If you are a displaced or surplus Treasury employee eligible for the Career Transition Assistance Plan (CTAP), you must receive a score of HIGHLY QUALIFIED or better to be rated as well qualified to receive special selection priority.
    To preview questions please click here.

    Background checks and security clearance

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    Required Documents

    A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible).

    All applicants
    are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) http://www.jobs.irs.gov/downloads/CoverLetterTips.pdf
    To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please view resume tips http://www.jobs.irs.gov/downloads/ResumeTips.pdf
    Career Transition Assistance Plan (CTAP) DOCUMENTATION:
    If you are a displaced or surplus Treasury employee, click CTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area.

    IRS Reassignment Preference Program (RPP):
    You must meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating.

    PERFORMANCE APPRAISAL/AWARDS: Submit a copy of your most recent completed 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.

    EDUCATION DOCUMENTATION:
    If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time.

    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 Department of Education Accreditation page

    If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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    Benefits

    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.

    https://careerconnector.jobs.treas.gov/cc/irs/vacancy/preview!benefits.hms?orgId=2&jnum=155201

    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.

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    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 the closing date of 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 the announcement's closing date.
    Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at http://jobs.irs.gov/seasonal/reasonable-accommodation.html. We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact us Lisa.A.Smith@irs.gov if you require this for any part of the application and hiring process.

    • To begin, either click the “Create a New Account” button and follow the prompts to register or if you previously registered, click the "Apply Online" button and follow the prompts.
    • You will be re-directed to Treasury’s CareerConnector system to complete your application process; answer the online questions, and submit all required documents. (To submit supporting documents, click one of the available options; Upload; Fax; or Reuse existing documents. To protect your privacy, we suggest you first remove your SSN). Also, go to “My Account” to view and update your information, as necessary.
    • To complete, you must click the “Finish” button located at the bottom of the “Application Review” page.
    • To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received.
    • To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

      If you are currently in non-work status and have not completed the LSR Assessment your manager will only be able to complete the LSR Assessment fillable PDF form. Please make sure your manager has your most current contact information. The following steps must be taken:
      1. Your manager will be contacted by the Employment Office (EO) to complete the LSR Assessmentfillable PDF form on you. Once the LSR Assessment is completed (with 2nd level management concurrence) your manager will contact you to share your LSR Assessment ratings.
      2. Your manager will forward the LSR Assessment ratings form to the EO for upload to the announcement in CareerConnector.
      Note: When you return to work status, go to the LSR website to complete your demographics and self-assessment on-line. Your manager and your second level manager will also need to go on-line to complete the managerial assessment/2nd level concurrence. Your manager can use the completed PDF LSR assessment to fill out the on-line assessment. Once completed you will have an "out of cycle" LSR assessment for your use in applying for future vacancies.


      If you are experiencing system issues with your application, please contact the CareerConnector Help Desk atcareerconnectorhelp@treasury.gov and/or the USAJOBS Help Desk.

    Agency contact information

    IRS Jobs Online Help Desk

    Address

    INTERNAL REVENUE SERVICE
    1973 N Rulon White Blvd
    M/S 1540
    Ogden, Utah
    United States
    Learn more about this agency

    Visit our careers page

    Learn more about what it's like to work at Internal Revenue Service, what the agency does, and about the types of careers this agency offers.

    https://careerconnector.jobs.treas.gov/cc/irs/vacancy/preview.hms?orgId=2&jnum=155201#overview/

    Next steps

    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. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change in the workplace or the way things are customarily done that provides an equal employment opportunity to an individual with a disability. Under the Rehabilitation Act of 1973 the Equal Employment Opportunity Commission (EEOC) must provide reasonable accommodations:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

Legal and regulatory guidance

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/477301200. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.