01/08/1996 73233

COLLECTIONS AND TAXPAYER SERVICES AREA OPERATIONS DIRECTOR

DEFINITION: This is administrative and managerial work in planning and directing tax collections, enforcement of tax laws and regulations, and the taxpayer assistance program in the Area Office of the Department of Revenue.

An employee in this class administers and manages through subordinate managers the collections of delinquent taxes through telephone and field enforcement contacts as well as managing subordinate managers in the taxpayer assistance and educational program. Work includes managing subordinate managers in directing the issuing of temporary and permanent sales tax licenses; directing the selling of cigarette tax stamps; directing Sales Tax Renewals, Liquor Control Board Renewals, Vendor Clearances, Delinquent Enforcement Business Tax System, and Keystone Integrated Tax System cases for collection of monies and filing of tax returns. Work includes evaluating the effectiveness of the tax collection program and identifying patterns of non-compliance; directing the conduct of realty searches; directing the inheritance tax citation program; approving Deferred Payment Plans; recommending compromises and write-offs; and directing the conduct of Miscellaneous Investigations and safety deposit box inventories. Work involves contacts with taxpayers and their representatives to provide interpretations of the various tax laws and administrative policies; making public appearances and addressing civic, profession , senior citizen and various other public and private organizations concerning various taxes and rent rebate programs. Work involves preparing program policies and office operating procedures and directing the implementation of policies and procedures. Work also involves reviewing and evaluating performance of employees, reviewing leave requests for approval, interviewing and recommending employee selection, evaluating employees training needs, and resolving or recommending the resolution of grievances and complaints for Area Office staff. Initiative and independent judgment are exercised within the framework of existing tax laws, regulations and agency policies. Work is reviewed by the Director through reports and conferences relative to the attainment of goals and objectives of programs.

EXAMPLES OF WORK: Directs through subordinate managers the enforcement of the tax laws and regulations, and the collections of delinquent taxes through telephone and field enforcement contacts as well as managing subordinate managers in the taxpayer assistance and educational program.

Directs, through subordinate managers, Sales Tax Renewals, Liquor Control Board Renewals, Vendor Clearances, Delinquent Enforcement Business Tax System, and Keystone Integrated Tax System cases for collections of monies.

Directs, through subordinate managers, the issuance of temporary and sales tax licenses.

Directs, through subordinate managers, the sales and reordering of cigarette tax stamps to licensed cigarette stamping agents.

Directs the monitoring of Deferred Payment Plans to ensure taxpayers comply with plans and filing current returns.

Plans, organizes and directs the collection of delinquent taxes for personal income, sales and use, corporation, inheritance and employer taxes through the Delinquent Enforcement Business Tax System and Keystone Integrated Tax System.

Plans, organizes and directs the provision of taxpayer assistance and public information and training programs within the office through Area Office staff, temporary tax season personnel, and volunteer groups for sales, corporation, employer, personal income, and the property tax/rent rebate programs.

Assigns, reviews and approves completed work; determines work priorities, sets goals, and reviews employee work performance.

Directs the conduct of realty searches at courthouses on property owned by delinquent taxpayers for execution referrals to the Office of Attorney General.

Directs the serving of inheritance tax citations to fiduciaries and/or attorneys for delinquent inheritance taxes.

Reviews and/or approves negotiated Deferred Payment Plans for delinquent taxpayers, reviews and recommends approval of compromises and write-offs for delinquent taxpayers.

Provides input in the development of training manuals and provision of technical training for the Delinquent Enforcement Business Tax System.

Develops and enforces policies for the collection of delinquent taxes in the Area Office.

Manages conduct of Miscellaneous Investigations to determine if taxpayers are properly licensed and collecting and remitting taxes.

Directs the collection and deposit of tax remittances into a bank account.

Provides interpretations of the various tax laws and administrative policies to taxpayers and their representatives and to Area Office staff.

Makes public appearances and addresses various civic, professional, senior citizen and other public and private organizations concerning the various taxes and the property tax/rent rebate program.

Prepares and enforces operating procedures and directs the implementation of program revisions for the tax collections and taxpayer services information and education programs.

Approves submission of reports on tax collections and taxpayer services information and education programs.

Recommends employees for training or promotion as appropriate.

Receives grievances and complaints, conducts initial investigation into causes and conditions, discusses with employees, and resolves or recommends solutions to grievances and complaints.

Approves leave requests, and reviews leave usage to determine if abuse patterns exists.

Establishes standards to measure subordinate managers performance; discusses performance standards with subordinates.

Reviews and signs employee Performance Evaluation Reports as the Reviewing Officer.

Prepares and signs employee Performance Evaluation Reports.

Meets with Operation Area Office staff to inform them of changes in rules, regulations, policies and procedures.

Employees in this class may participate in the performance of their subordinates work consistent with operational or organizational requirements.

Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of the principles, business methods, and techniques of collections and customer services.

Knowledge of applicable Pennsylvania and Federal tax laws, rules, regulations, and interpretations of sales and use, personal income, corporation, inheritance, employer withholding and the property tax/rent rebate programs.

Knowledge of the principles, methods and techniques of field investigations and collections, and taxpayer assistance information and education programs.

Knowledge of current labor agreement provisions.

Ability to use managerial skills in planning, organizing and directing the work of subordinates.

Ability to understand and interpret various federal and state tax laws and regulations.

Ability to direct the collection of delinquent taxes and the provision of taxpayer services education, public information and training programs through Area Office staff, temporary tax season personnel and volunteer groups.

Ability to direct the conduct of realty searches, miscellaneous investigations, safety deposit box inventories, and the serving of inheritance tax citations.

Ability to direct the negotiation of Deferred Payment Plans.

Ability to recommend the approval of compromises and/or write-offs for delinquent taxes.

Ability to review and analyze tax collections and taxpayer assistance program policies and operating procedures and direct the implementation of policies and procedures or recommend the implementation of program revisions.

Ability to plan, organize and assign work to subordinates.

Ability to evaluate employees performance and prepare employee performance evaluation reports.

Ability to comprehend and effectively administer personnel policies and procedures in accordance with collective bargaining agreements and the administrative policies of the Department.

Ability to establish effective working relationships with taxpayers and their representatives, the Office of Attorney General, volunteer groups, peers and subordinates.

Ability to supervise work activities of subordinates effectively.

Ability to monitor and direct the sale and remittance of fees for cigarette tax stamps.

Ability to develop and implement tax collections and taxpayer assistance program goals and objectives and evaluate the attainment of goals and objectives by subordinates.

Ability to express ideas clearly and concisely, both orally and in writing.

Ability to prepare reports on tax collections and taxpayer assistance program activities.

Ability to interpret tax laws, rules, regulations and policies affecting personal income, sales and use, corporation, inheritance and employer withholding taxes and the property tax/rent rebate programs.

MINIMUM EXPERIENCE AND TRAINING: Five years of experience in the collection of taxes or the provision of taxpayer assistance services, including three years in a supervisory capacity, and a bachelor's degree;

                                                                                                                      or

Five years of progressively responsible and varied office management in a collections agency, including three years in a supervisory capacity, and a bachelor's degree;

                                                                                                                     or

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