CSR Lead Cadre

Baltimore, Maryland
Mar 17, 2023
Mar 24, 2023
Full Time


The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. W&I provides high-quality taxpayer assistance and enable taxpayers to transact and communicate electronically to file their returns and make payments.


The Accounts Management (AM) Organization provides taxpayers with tax law and account-related assistance via telephone, correspondence, and Web. AM employees respond to both written (Adjustments & Taxpayer Relations) and verbal (telephone support) inquiries. Providing this type of assistance is labor intensive and requires a significant level of institutional and technical knowledge.

The purpose of the Lead Cadre Program is to prepare employees to confidently step into the Lead Contact Service Representatives (CSR) and Tax Examining (TE) positions fully prepared to meet all job requirements.
  • The Lead Cadre Training Program (LCTP) is a 36-month training and development program that will prepare selected applicants for Lead CSR and TE positions in the Accounts Management environment.
  • The focus of the LCTP is to assist participants in the acquisition and development of skill and expertise in the IRS Lead CSR and TE responsibilities.
  • Participants are competitively selected into the program.
  • Successful completion of the program does not guarantee participant will be competitively selected into a permanent lead position.
  • Participants will be removed prior to the completion of the 36-month program per the "exiting the program" section under "Additional Information."

Vacancies will be filled in Wage and Investment, Accounts Management.

As a Lead you will be responsible for:
  • Managing the team's workload
  • Reviewing employee's work
  • Answering questions & providing instruction
  • Reporting to management employees' performance, progress, training needs, and disciplinary problems
  • Coaching
  • Performing other duties as assigned
  • Completing the same work as your team

If an employee becomes eligible for a higher grade during their tenure in the program they can receive a temporary promotion without further competition. While in this program, if the applicant becomes eligible for a higher grade they may receive a temporary promotion to the higher grade without further competition.

Lead assignments covered by this program are in the 0962 series. Assignments will be made at the GS-09 level.


Conditions of Employment


Visit the IRS SPD Library to access the position descriptions.
  • To be eligible for this Lead Cadre Training Program, your permanent position of record must be within the Wage and Investment, Accounts Management Organization.
  • Employees must have at least a fully successful rating on their current annual appraisal in order to compete for the Cadre.
  • If you are in a telework eligible position, you may be directed to temporarily telework on a full-time basis due to COVID 19. Employees must be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. Once normal operations resume, employees may be directed back to the office to perform the duties of their position. Telework eligibility does not guarantee telework; employees must meet and sustain IRS telework eligibility requirements and supervisor's approval to participate in the IRS Telework Program. 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.
  • This is an open continuous announcement which allows applicants to apply up to the closing date of the announcement. The register will be used to fill an anticipated 35 vacancies. Selections may be made from certificates issued up to 12 months after the 1st cut-off date listed below. Contingent upon funding and space requirements, one or more vacancies may be filled at the locations listed in this announcement as they become available. Applicants need to apply and/or update their applications by 11:59 pm ET at the close of each of the following cutoff dates to be considered December 7, 2022, December 21, 2022, March 21, 2023, and June 21, 2023 . This announcement may be amended to include additional cut-off dates within the 12-month period if needed, not later than 10 workdays prior to the cut-off date or the final selection date.
  • Moving expenses for cadre positions will not be authorized.
  • Shift Work: Assignment to a specific shift cannot be guaranteed. The successful applicant must be available to work on all three shifts on a rotational basis.


You must meet the following requirements by the closing date of this announcement:

LEAD CONTACT SERVICE REPRESENTATIVE GS-09 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service.

Specialized experience for this position includes:
  • Experience applying the methods, precedents, and guidelines related to individual and/or business accounts and the specialization of the assigned workload to advise taxpayers of their rights and appeals procedures.
  • Experience working, researching accounts and dealing with all individuals including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account.
  • Servicing internal and external customers by identifying organizational functions, terminology, quality assurance techniques, and reporting requirements in order to coordinate workflow and resolve related problems.
  • Experience assessing the performance capabilities of employees in order to assign work appropriately experience with organizational office operation, processing and procedures and administrative policies, to support the supervisor or to use when acting as supervisor.
  • Experience utilizing inventory management procedures to control casework and conduct research.


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" or Status applicants.


MEET TIME IN GRADE (TIG) REQUIREMENT: For positions above the GS-05, applicants must meet applicable time-in-­grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for.

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. Qualified applicants will be ranked in accordance with the MSP procedures.

For more information on qualifications please refer to OPM's Qualifications Standards .

Additional information

  • When a participant is not detailed into a lead position, they will continue their Lead Development in their current position and grade.
  • This is a bargaining unit position.
  • When the participant is serving in a lead position, they will receive a temporary promotion or detail to the appropriate level, based on qualifications. Temporary promotion opportunities are limited to the GS-09.
  • A participant can be temporarily promoted as needed (time limits will be determined based on equity of opportunity needs for the site) during the 3-year period of the program.
  • The cadre participants will partake in development activities in their home position unless serving on a temporary assignment.
  • Moving expenses for cadre positions will not be authorized.
  • Management will initiate temporary promotions for assignments with a term of one full pay period or more. The cadre participant must meet the "specialized experience requirements" by the closing date of the announcement to qualify for a promotion. As opportunities become available, participants who compete for the program can be temporarily promoted non-competitively to any PD identified as part of the program, without regard to the 120 to 180-day temporary promotion restriction.
  • The employee's operation training coordinator and manager will coordinate assignments and training. Each participant will have a structured basic curriculum with core requirements. If additional learning is needed, it will be tailored to the individual.
  • At the end of the employee's first year of participation, the employee and their manager will evaluate their performance, additional training needs and suitability for lead positions. Frequent feedback discussions will be held during the participant's details. For example, weekly at the beginning of a detail assignment for new leads, and then once or twice a month thereafter. Feedback needs to be constructive to assist the participant with leadership skills.
  • It is your responsibility to apply for another cadre, if you wish, at or near the end of the time period. Renewal in another cadre is not automatic or guaranteed.
  • All cadre members are expected to act in a professional manner while in assignments; failure to do so may be cause for removal from the cadre.
  • Participants will be removed from the program at the end of 3 years.
  • Continuation in AM Lead Development Training Program activities/courses will be at discretion of local site management on a case-by-case basis.
  • Participant will be removed from the program upon promotion to a lead position.
  • Participant will be removed from the program upon attrition out of W&I, CAS, AM.
  • Participation - if participant fails to complete > 50% of designated training courses in a 12-month period they will be removed from the program (attendance is required as scheduled); additional participation reasons; patterns of absence from mandatory training and developmental assignments could also cause participants to be removed
  • Temp Promote Acceptance - Declination of 3 or more details within a 12-month period
  • Performance - if a program participant receives an annual performance review rating of "is not at least a Fully Successful" at any time during the program then the participant will be removed from the program
  • Misconduct - If there is participant misconduct (depending on the seriousness of the offense), then the participant may be removed from the program after consultation with labor relations

More searches like this