06/01/1989 07525

TAXPAYER PROGRAM DEVELOPMENT SPECIALIST

DEFINITION: This is specialized work in the field of technical training, the development of taxpayer assistance and public information programs, and the provision of technical support to field and central office staff in the Bureau of Collections and Taxpayer Services in the Department of Revenue.

Employees in this class are responsible for the conduct, design, development, implementation and evaluation of taxpayer assistance, education and public information programs for delivery to Taxpayer Assistance Technicians, temporary tax season personnel, volunteer groups and department personnel. Employees review and analyze tax laws, rules, regulations, policies, forms changes and decisions from the Board of Appeals, the Board of Finance and Revenue and
Commonwealth Court to provide technical support to all field office and central office personnel, and assess and analyze current training needs and the need for new or revised education and public information programs. Employees coordinate the resolution of tax issues arising in the field with the taxing bureaus and the Chief Counsel. Employees evaluate the effectiveness of the programs. Work includes responsibility for the delivery of hand-off training programs to Taxpayer Assistance Technicians, traveling to Regional and Sub-offices and to private sector groups, monitoring and analyzing the effectiveness of taxpayer assistance training programs, and providing feedback to the Revenue Regional Administrator on the quality of training provided and adherence to program standards; providing technical assistance to Regional Office and Sub-Office staff on complex tax issues, and conducting tax seminars. Employees design and develop
training objectives, schedules and materials for new training programs, or revise and update existing training programs. Work is performed with a high degree of independence and initiative under the general direction of an administrative superior and is subject to review for adherence to tax rules, regulations and departmental policies and program effectiveness.

EXAMPLES OF WORK: Conducts, designs, develops and implements taxpayer assistance, education and public information programs for delivery to Regional Office and Sub-Office staff, temporary tax season personnel and volunteer groups for sales, corporation, employer withholding, personal, inheritance and property tax/rent rebate programs.

Reviews and analyzes tax laws, rules regulations, policies and Board of Appeals and Finance and Revenue decisions to assess and analyze current training needs of Taxpayer Assistance Technicians, tax season personnel and volunteer groups, and to assess the need for new or revised education and public information programs.

Evaluates the effectiveness of training and education programs delivered by regional office and sub-office staff based on taxpayer complaints and inquiries, questionnaires and other evaluation tools and recommends improvements.

Provides direct training to Regional and Sub-office staff on technical tax applications and for taxpayer assistance and conducts hand-off training sessions for Regional and Sub-office staff.

Monitors and analyzes the effectiveness of the taxpayer assistance training programs and recommends methods to improve training programs.

Provides written reports and evaluations of the effectiveness of training programs provided and adherence to program standards by Taxpayer Assistance Technicians.

Provides technical assistance to field and central office staff regarding program content, training methods, and evaluation criteria.

Provides technical assistance to field and central office staff on interpretations of complex tax issues and procedures for sales, corporation, employer withholding, personal, inheritance and property tax/rent rebate programs.

Conducts tax seminars for practitioners, private sector groups and departmental employees on changes to existing tax laws, rules, regulations and policies.

Designs and develops training objectives, schedules and materials for new training programs and revises and updates existing training programs based on departmental priorities and changes to the tax laws, rules and regulations.

Prepares written responses to requests for technical interpretations of tax laws, rules, regulations and policies from Revenue Regional Administrators, Taxpayer Assistance Technicians, taxpayers and their representatives.

Travels to Regional and Sub-offices and to private sector groups to provide technical assistance to Taxpayer Assistance Technicians and Regional Office staff on complex tax issues and training methodologies, evaluate the effectiveness of the programs, and to conduct tax seminars.

Coordinates the resolution of tax issues arising in the field with the taxing bureaus and the Chief Counsel's Office by requesting legal interpretations and providing the information to all field staff.

Performs related duties as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of the sales, corporation, employer withholding, personal, inheritance and property tax and rent rebate program rules, regulations, laws and policies.

Knowledge of the operation of Regional and Sub-offices.

Knowledge of the principles, practices and methods of developing, implementing and evaluating taxpayer assistance, education and public information programs.

Ability to interpret and instruct others in the application of taxing and property tax/rent rebate laws, rules, regulations and policies.

Ability to conduct, design, develop and implement taxpayer assistance, education and public information programs.

Ability to review and analyze tax laws, rules, regulations, policies and interpretations.

Ability to assess and analyze current training needs and performance of Taxpayer Assistance Technicians, tax season personnel and volunteer groups.

Ability to assess the need for new or revised education and public information programs.

Ability to communicate effectively, both orally, and in writing with central office staff, regional office staff, taxpayers and their representatives, and volunteer groups.

Ability to prepare training objectives, schedules, lesson plans, outlines and materials.

Ability to conduct training sessions and observe individual and group behavior to evaluate participant performance.

Ability to select or adapt materials to meet training needs.

Ability to establish and maintain effective working relationships with associates, regional staff and volunteer groups.

Ability to travel to and from work locations.

MINIMUM EXPERIENCE AND TRAINING: Four (4) years of experience in reviewing tax documents and making taxpayer liability decisions including computing penalty and interests by approving refund requests, approving deferred payment plans, functioning as a lead worker for tax examiners, or preparing original correspondence advising on the status of a case or explaining the application of tax laws;

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Any equivalent combination of experience and training which provides the applicant with the required knowledges, skills and abilities.