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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00097619 |
Description Activated On: 12/15/2025 8:31:01 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position is responsible for the day-to-day oversight and operational management of a public-facing taxpayer assistance office that provides direct taxpayer assistance (in-person, phone, email), return preparation, motor fuels decal issuance and outreach services. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Performs full range of supervisor duties over a staff of Taxpayer Assistance Technicians, Tax Account Collections Technicians, and temporary Revenue Field Office Clerks in support of taxpayer assistance and outreach operations. Evaluates changes to tax laws, rules, and regulations to determine and assess impacts to taxpayer assistance and outreach programs, policies, and procedures. Based on determinations, makes recommendations for changes. Initiates and directs office policy/procedural changes whose purposes are to improve operational efficiency. Reviews procedural recommendations submitted by staff and approves implementation where appropriate. Reviews reports and systems in order to determine where opportunities for training could be utilized to improve performance. Evaluates problems and makes recommendations on corrective actions, workflow issues, and improvements to maximize operational efficiencies. Compiles data from various sources and provides reports to management to ensure the effectiveness of the office. Prepares formal reports and makes presentations to management. Completes studies to research tax assessment increases or reduction/denials of credits/refunds. Ensures that the tax returns are in compliance with Departmental procedures. Provide administrative support and guidance to the management team and other employees regarding all taxes and programs administered by the department. Develops recommendations and implements improvements for service delivery and outreach. Designs, develops, and conducts taxpayer assistance and public information programs for the various tax systems administered by the Department. Implements and delivers these programs to appropriate staff and to stakeholder organizations. Plans and schedules taxpayer outreach and training sessions for stakeholder organizations. Ensures sufficient office coverage. Conducts public speaking engagements. Explains to taxpayers, accountants, attorneys, other taxpayer representatives, or others, the application of various tax laws, rules, regulations and policies of the Pennsylvania tax code. Researches/reviews taxpayer accounts/records in the Department’s systems by utilizing computer programs such as PATH, BRIDGES and web enabled taxpayer inquiry system to provide appropriate information when answering the taxpayer’s inquiry. Reviews, researches, and resolves sensitive issues and inquiries that cannot be resolved by lower-level staff and provides guidance and direction on a response approach. Assesses, mitigates, and resolves conflicts among taxpayers, taxpayer representatives, staff, and others to provide understanding/agreement of office priorities, tasks requirements, and assignments. Performs special projects as requested by Manager or the Assistant Director and other Bureau managers. Demonstrates a commitment to meeting expectations of the bureau/program’s customer(s) at all times. Being mindful of internal controls and risk management when changes are made to a process. Applies lean thinking in day-to-day tasks. Performs other related duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Identifies errors and/or necessary corrections and makes recommendations for corrective action or process improvements. Provides guidance to employees for business and personal income taxes to make the appropriate decision as to liabilities and other collection issues. Recommends and implements changes to improve operations. Determines unit’s work priorities, sets performance standards and goals, evaluates work performance, resolves employee complaints, decides if disciplinary action is necessary, interviews and recommends candidates for vacancies, approves/disapproves leave requests, and determines training needs of subordinates. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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