The majority of back-office IRS staff who were temporarily reassigned to handle frontline tax filing duties will continue in their new roles for the time being.
In early February, the IRS assigned roughly 1,500 employees from IT and human resources departments to 120-day temporary positions assisting taxpayers. Most of these workers had no prior experience in taxpayer services and have spent several months undergoing training. The agency faced a 27% reduction in its workforce last year and failed to meet its hiring targets for the filing season.
During a Friday morning conference call, Joseph Ziegler, the IRS chief of internal consulting, announced that most of the employees currently serving in taxpayer services roles—originally scheduled to end in June—will have their assignments extended by an additional 120 days.
Federal News Network interviewed two employees who participated in the call and secured a transcript of the discussion.
“Some individuals may not receive extensions and could be redirected to other IRS initiatives or departments where additional support is needed. However, most of you will remain in your current roles,” Ziegler explained.
He added that further extensions beyond the second 120-day period are possible, depending on progress in reducing the backlog of amended tax returns.
“After another 120 days, we’ll evaluate how much progress has been made. We’ll measure how much of the backlog has been cleared and then decide whether another extension is necessary,” he said. While many employees have already completed their multi-month training programs, several groups are still in the process of finishing theirs.
Deidre Moran, an operations manager within IRS taxpayer services, reported that approximately 65% of reassigned employees passed their final exam and graduated from training. Those who did not pass initially will receive additional hands-on instruction and be given a second chance to qualify. Moran expressed confidence that a “large majority” will succeed on their second attempt.
She emphasized that the IRS is dealing with a “massive backlog” of amended tax returns requiring processing.
“By having you step in and handle the 1040-X forms, it allows our experienced staff to focus on more complex cases,” Moran said. “We truly value your willingness to help us during this critical time.”
Ziegler informed employees that while they are free to apply for other positions within the IRS if they’re unhappy with their current assignments, returning to their former IT or HR roles is not an option at this time.
“You’re currently on a temporary assignment. Returning to your previous position isn’t possible right now,” he stated. “If you’re not satisfied with your current role, there are other opportunities across the agency that might better match your career goals.”
Employees were initially informed that their involuntary reassignments would last until late June, with the possibility of further extensions.
“We identified a pressing need within the IRS, specifically in taxpayer services, to improve the tax filing experience,” Ziegler told staff. “We redeployed personnel to address this challenge.”
While serving in these temporary roles, employees have assisted customer service representatives who respond to taxpayer inquiries and tax examiners who verify the accuracy of submitted returns. However, the agency clarified that none of the reassigned staff would interact directly with taxpayers or answer phone calls.
Chief Human Capital Officer Alex Kweskin acknowledged that some employees are dissatisfied with their current placements and encouraged them to explore other openings within the agency. Throughout their training, staff have been reminded that they can apply for permanent positions aligned with their professional interests, with more roles expected to be posted on USAJobs soon.
“For some, this assignment may be particularly challenging. If you’d prefer to pursue something else, we don’t want to limit your options or keep you in a role that doesn’t fit,” Kweskin said. “If you find a position that better matches your skills and aspirations, we’re giving you the chance to pursue it through our available job listings.”
In March, IRS Chief Information Officer Kaschit Pandya informed staff that his division plans to hire up to 175 new IT employees, following the permanent transfer of about 1,200 IT workers out of the technology department.
Many—but not all—of these transferred employees were placed on 120-day taxpayer services assignments. However, none of the affected workers who spoke with Federal News Network have received clear information about their long-term roles within the agency.
IRS IT staff now assigned to taxpayer services said they are being trained to perform duties equivalent to a GS-5 customer service representative—a role significantly lower in grade than their previous positions.
Another source familiar with the IRS staffing changes revealed that employees on 120-day assignments are currently undergoing eight hours of daily virtual training for the next several months. These workers must keep their cameras on throughout the sessions; if they turn them off, they receive a prompt to reactivate them.
IRS leadership described these reassignments as part of a broader “One IRS” initiative led by Frank Bisignano, the agency’s chief executive officer.
Bisignano, who also leads the Social Security Administration, has similarly reassigned numerous SSA field office employees to handle calls on the agency’s 1-800 hotline. During a January 12 staff meeting, he stated, “We should be able to move talent wherever it’s most needed,” as part of a “One SSA” strategy.
Testifying before the Senate Finance Committee, Bisignano called this “the most successful filing season in IRS history,” crediting modernization of outdated IT systems for enabling the agency to achieve “better results with fewer people.”
One IRS IT employee currently on a taxpayer services assignment told Federal News Network that increased automation is “necessary” given the severe staffing reductions, but cautioned that agency leaders have overstated the effectiveness of large-scale reassignments.
“It’s quite insulting to hear them praise efficiency when they’re wasting money by paying unqualified staff to do this work instead of keeping trained professionals on board. Plus, training us pulls experienced employees away from answering phones during peak tax season,” the employee said.
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