06/01/1989 70629

CHIEF, DIVISION OF FIELD SUPPORT

DEFINITION: This is managerial work in planning, organizing, directing and coordinating the development of statewide taxpayer assistance, education and public information programs, technical assistance to Regional and Area Office staff and the provision of processing support for delinquent tax collections in the Department of Revenue.

The employee in this class is responsible for directing the development and implementation of taxpayer assistance, education and public information programs; the development and implementation of training manuals and programs to provide technical assistance to Regional and Area Office staff, and the provision of processing support for the collection of delinquent taxes. Work involves directing the review and analysis of tax laws, rules, regulations, policies and proposed legislation; establishing liaisons with major volunteer organizations; developing policies for taxpayer assistance, education and public information and training programs; directing the preparation and issuance of clearance certificates for Liquor license applicants; establishing criteria for the assignment of Miscellaneous Investigations to Regional and Area Offices; directing the review of computer generated reports and reconciliation reports; directing the conduct of tax seminars; directing the development of training standards, policies and methodologies and coordinating the provision of technical support and field support services for the Regional and Area Offices. Work also includes evaluating the delivery of taxpayer assistance, education and public information programs to taxpayers and their representatives directing the initial review of Deferred Payment Plans, compromises and write-offs, and contacting volunteer organizations, universities, the IRS and practitioners to explain, develop and coordinate taxpayer assistance, education and public information programs. Supervision is exercised over Taxpayer Program Development Specialists engaged in the development of taxpayer assistance, education and public information programs and the development of technical assistance and training manuals for Regional and Area Office staff and subordinate supervisors engaged in the provision of processing support for delinquent taxes. Work is performed with considerable independence within the framework of laws, regulations, court decisions and departmental policy. Work is reviewed by the bureau director through conferences, reports and attainment of goals and objectives.

EXAMPLES OF WORK: Plans, organizes, directs and coordinates a statewide taxpayer assistance, education and public information program for personal income, sales and use, corporation, inheritance, employer withholding and cigarette taxes and the property tax/rent rebate programs.

Plans, organizes and directs the development and implementation of training manuals and the provision of technical assistance to Regional and Area Office staff for sales, employer withholding and corporation taxes.

Plans, organizes, directs and coordinates the development of technical training programs for Regional and Area Office staff, temporary tax season employees and volunteer groups for the personal income tax and property tax/rent rebate programs.

Develops policies for taxpayer assistance, education and public information programs.

Establishes criteria for the assignment of Miscellaneous Investigations for Regional and Area Offices based on changes in collections strategy, receivable levels and department policies.

Reviews and approves training plans and manuals, training objectives, schedules and materials for new or revised training, education and public information programs.

Coordinates the provision of technical support and field support to Regional and Area Office staff through the development of training manuals and provision of technical training.

Evaluates the delivery of taxpayer assistance, education and public information programs to taxpayers and their representatives based on inquiries and complaints, questionnaires, or other evaluation tools.

Directs the review of computer generated reports and the reconciliation of the reports with money deposited in local banks by the Regional Offices.

Directs the planning, organizing and the conduct of tax seminars for practitioners and private sector groups to explain the provisions of Pennsylvania tax laws, rules, regulations, policies and procedures.

Establishes and maintains effective working relationships with directors of volunteer groups, universities, the IRS, and practitioners to explain taxpayer assistance, education and public information programs to gain their support to provide volunteer services to the public during tax season.

Interprets personal income, sales and use, corporation, inheritance, employer withholding and cigarette taxes and the property tax/rent rebate programs, rules, regulations and policies for staff, co-worker, taxpayers and their representatives, and volunteer groups.

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 exist.

Establishes standards to measure subordinates' performance; discusses performance standards with subordinates.

Meets with subordinates to inform them of changes to rules, regulations, policies and procedures.

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

Directs the preparation and issuance of clearance certificates for liquor license applicants by determining if they have a tax liability.

Directs the initial review of Deferred Payment Plans, compromises and write-offs submitted by Regional Office staff to ensure they are properly documented.

Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of public administration principles and practices.

Knowledge of personal income, sales and use, corporation, inheritance, employer withholding and cigarette taxes and the property tax/rent rebate program rules, regulations and policies.

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

Knowledge of current labor agreement provisions.

Knowledge of the operation of the Department's taxing bureaus.

Ability to plan, organize and direct the development and implementation of taxpayer assistance, education and public information programs.

Ability to plan, organize and direct the development and implementation of technical training manuals and programs.

Ability to develop policies for taxpayer assistance, education and public information programs.

Ability to establish effective criteria for the assignment of Miscellaneous Investigations.

Ability to coordinate the provision of technical support and field support services for the Regional and Area Offices.

Ability to evaluate the delivery of taxpayer assistance, education and public information programs to taxpayers and their representatives.

Ability to establish and maintain effective working relationships with volunteer groups, the IRS, practitioners, co-workers and the public.

Ability to interpret personal income, sales and use, corporation, inheritance, employer withholding and cigarette taxes and property tax/rent rebate programs, rules, regulations and policies for staff, co-workers, taxpayers and their representatives, and volunteer groups.

Ability to plan, organize and assign work.

Ability to direct the preparation and issuance of clearance certificates for Liquor Store license applicants.

Ability to direct the initial review of Deferred Payment Plans, compromises and write-offs submitted by the Regional Office.

Ability to supervise work activities of subordinates effectively.

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

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.

MINIMUM EXPERIENCE AND TRAINING: Four years of tax collections or taxpayer assistance experience, including one year as a supervisor, and a bachelor's degree;

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