Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at www.jobs.irs.gov Learn more about this agency This job is open to * Career transition (CTAP, ICTAP, RPL) Federal employees who meet the definition of a "surplus" or "displaced" employee. * Internal to an agency Current federal employees of this agency. Clarification from the agency Open to IRS Career/Career-Conditional, Treasury/IRS CTAP, & IRS RPP employees Videos Duties WHAT IS THE HQ- HEADQUARTERS DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: Direct File The following are the duties of this position at the full working level. * Subject matter expert and advisor across the Service, including all levels of leadership and staff on improving customer and employee experience products, directly reporting to the CIR complex. Leads planning efforts for internal and external communication for implementation and refinement of agency-wide initiatives that have significant impact on issues facing Direct File. Examples include participating serving on task forces or study groups as the representative to address Service wide issues or opportunities or performing independent analyses of Service wide or specific programs or operations. Coordinates input activities from outside the organization including identifying new or modified methods of performing work to demonstrate expert analytical or process analysis skills. 25% * Develops cross-functional communications activities within the Direct File organization and across the organization, to include development of internal infrastructure with interdisciplinary teams to address and deliver consistent, clear, and intuitive communications to develop a high-quality customer experience for the CIR complex. Develops strategic and operational internal and external communications and liaison activities that include assessments and reports to assist the Chief, Direct File with oversight responsibilities by conducting analyses to support operational reviews and to measure achievement of goals and performance expectations, execution of plans, accomplishment of benchmarks, compliance with directives, and effective utilization of resources. Understands, evaluates, monitors, and measures the development and execution of solutions to improve internal and external customer and employee experiences across critical touchpoints. Develops, implements, and manages customer and employee experience products and best practices, including establishing standards. Considers the implications of emerging technological developments, economic and social trends, in the development of process and quality improvement best practices and methodologies. Ensures that systems/processes for internal and external communications and outreach, including visual and digital communications, are developed with quality to deliver value to customers and achieve the desired organizational results, including increased productivity, effectiveness, and sustainability. * Conducts planning, development, coordination, and implementation of customer and employee experience products and taxpayer experience products that impact multiple organizations and/or IRS locations. As a technical expert on IRS Communications guidelines and policies, interprets, develops, adapts, and coordinates analytical reviews of new policies, procedures, and program requirements of the Service and their impact on the Direct File's operations and resources, and accordingly advises of public reaction/attitudes to policies and emerging issues and identifies and develops strategies to assist the Chief, Direct File in meeting the needs of internal and external customers and in coordination with C&L including advising and negotiating acceptance of conflicting issues to formulate specific policies. Applies and disseminates newly developed or revised policies and procedures for use across the organization. Provides key input to leadership and team members and ensures all communications project tracking and documentation aspects are completed accurately, thoroughly, and timely. Conducts and manages periodic reviews of quality requirements for communications products. Assists with analytical studies relating to communications and digital services that may require input from other analysts and subject-matter experts to ensure appropriate quality standards and operational definitions are in place. Conducts briefings and prepares comprehensive reports to keep Chief, Direct File fully apprised of project plans and progress, and to communicate findings and recommendations. Establishes system to review, control, and report on project status including metrics for making decisions for improved customer experience products; measure, monitor and analyze metrics to ensure IRS is investing time and money on customer experience communications and outreach activities and initiatives with the highest impact to customer segments. Requirements Conditions of Employment STANDARD POSITION DESCRIPTIONS (SPD): PD24319 Visit the IRS SPD Library to access the position descriptions. * Obtain and use a Government-issued charge card for business-related travel. Qualifications Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work 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. You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE GRADE-14: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience includes: Experience assigning work; Experience reviewing, editing and publishing written content; Experience providing feedback on AP Style and IRS writing standards; Experience assuring message consistency of communications delivered across multiple platforms and providing updates to management on team accomplishments and deliverables; Experience as a webmaster for both IRS intranet and IRS internet content updates; Experience with IRS Strategic Communications Planning AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards. Education A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series. 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. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions. Additional information * We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled. * The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages. * This is a bargaining unit position. * Tour of Duty: Day Shift - Start and stop times between 6:00 a.m. and 6:00 p.m. * Alternative work schedule, staggered work hours or telework may be available. * In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. * Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management. * Coordinates, and consults with both internal and external stakeholders to convey complex information. Represents the IRS' interests and coordinates the communications impact of the projects with employees and managers in all affected areas across the Service and with individuals and organizations outside of the Service. As a technical expert on IRS Communications guidelines and policies, conducts confidential or special assignments for Direct File leadership on a variety of issues concerning the Direct File function for delivery to the Department of Treasury or other higher-level offices, or to improve operations. Works with stakeholders across organizations, functions, and levels to build customer understanding and solve problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems. Works with partners across the Service to drive business decisions that will better support the design of communications and outreach products and services and facilitate working together across organizational silos, to create a system of shared values and behaviors, for delivering a great customer experience. Serves as an organizational trainer and coach/mentor on Customer and Employee Experience Products, concepts, strategy, tools, and techniques to strengthen IRS' ability to deliver extraordinary internal and external customer service and customer experience. Plans and facilitates workshops, meetings, and other interactive sessions to gather feedback and insight from key customers and stakeholders. Document, package and present findings, insights and recommendations via reports, presentations and/or other outputs as needed. Make research findings relevant and meaningful for design and action through a variety of formats such as insights, stories, videos, experiences, and exhibits. P Please consider each location carefully when applying. If you are selected for a position at one of your location selections, that location will become your official post of duty. * Benefits Review our benefits How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above. 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. Applicants who disqualify themselves will not be evaluated further. Rating: Your application will be evaluated on the Critical Job Elements (CJE) of the position to be filled, in accordance with Article 13 of the IRS/NTEU National Agreement. Your application will also be rated and ranked among others, based on your responses to the online questions/assessment. Your experience, education, training, prior performance, and awards, relevant to the position being filled, will be considered throughout the hiring process. IRS employees may obtain most recent awards listing at https://persinfo.web.irs.gov/. Referral: 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 Federal employee eligible for Career Transition Assistance Plan (CTAP), you must receive a score of 80 or better to be rated as well qualified to receive special selection priority. Required Documents The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English. * Resume - Your resume MUST contain dates of employment (i.e., month/year to month/year or present). To ensure you receive full credit for relevant experience, include the hours worked per week. We recommend that your resume not exceed 5 pages. If including Federal service experience, you MUST provide the pay plan, series, and grade, i.e., GS-0301-09. If the pay plan, series, and grade are not provided, it may result in an ineligible determination. Your resume must NOT include photographs, classified or government sensitive information, social security number (SSN), encrypted/digitally signed documents, or other inappropriate material or content. If your resume contains prohibited information as listed above, your application will be determined ineligible, and you will not receive consideration for this position. (Cover letters are optional.) Please view Resume Tips. It is also recommended that your resume not include personal information such as age, gender, religion, race, disability, etc. * Online Application - Questionnaire responses * Education - See Education Section above * Performance Appraisal/Awards (if applicable) - You are strongly encouraged to submit a copy of your most recent, signed, completed annual performance appraisal which includes the final rating and copies of any incentive/performance awards you received. 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. * Registration/License (if applicable) - active, current registration/license * IRS Reassignment Preference Program (RPP)(if applicable) - 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. * Career Transition Assistance Plan (CTAP)(if applicable) - You MUST submit the required documentation as outlined at: Career Transition Assistance Plan (CTAP). If you are an IRS CTAP eligible, you can apply for jobs within and outside the commuting area. If you are a Treasury CTAP eligible can apply for jobs within the commuting area. Please note that if you do not provide all required information, as specified in this announcement, your application will be determined incomplete, and you will not be considered for this position (or may not receive the special consideration for which you may be eligible). 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 08/01/2024 and/or cut-off dates in 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 08/01/2024. To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12478618 * To begin the application process, click the "Apply Online" button. * You will be re-directed to USASTAFFING to complete your application process; answer the online questions and submit all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need was not imported from USAJOBS, you may upload it directly into this application. To protect your privacy, we suggest you first remove your SSN). * To complete, you must click the "Submit Application" button prior to 11:59 PM (ET) on 08/01/2024. To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://my.usajobs.gov/Account/Login). There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed. To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login . All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/. Agency contact information (ERC) Employee Resource Center Phone 866-743-5748 Email hco.mphs.apply@irs.gov Website https://irsgov.sharepoint.com/sites/EmployeeResources/SitePages/ERC-Help-Desk.aspx Address HQ - Direct File 1111 Constitution Ave NW Washington, DC 20224 US Learn more about this agency Next steps Treasury believes in a working environment that supports inclusion; to review reasonable accommodation policies and procedures please visit https://www.opm.gov/policy-data-oversight/disability-employment/reasonable-accommodations/. We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process. Once your application package and online questionnaire is received you will receive an acknowledgement email. You are responsible for checking status updates and notifications in USAJOBS. Hard copy notifications will not be sent to you. 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. If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position. As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC. Fair & Transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. * Criminal history inquiries * Equal Employment Opportunity (EEO) Policy * Financial suitability * New employee probationary period * Privacy Act * Reasonable accommodation policy * Selective Service * Signature and false statements * Social security number request Print Share * Email * Facebook * LinkedIn * Twitter Overview * Accepting applications * Open & closing dates 07/19/2024 to 08/01/2024 * Salary $129,134 - $181,216 per year * Pay scale & grade GS 14 * Remote job No * Telework eligible Yes-as determined by the agency policy. * Travel Required Occasional travel - You may be expected to travel for this position. * Relocation expenses reimbursed No * Appointment type Permanent * Work schedule Full-time * Service Competitive * Promotion potential 14 * Job family (Series) 0301 Miscellaneous Administration And Program * Supervisory status No * Security clearance Not Required * Drug test No * Position sensitivity and risk Moderate Risk (MR) * Trust determination process Suitability/Fitness * Announcement number 24-12478618M-HQB-0301-14 * Control number 799901700 This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/799901700. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.