IRS Assigns Untrained HR and IT Staff To Phones and Return Processing
The Internal Revenue Service is asking seasoned employees without any direct tax experience to perform entry-level tasks of answering phones and processing tax returns, a step impacted staff call unprecedented as the agency scrambles to prepare for filing season.
The reassigned workers, who are being detailed out on an involuntary basis, are coming from the IRS human resources and, potentially, the IT departments. Some employees reported that supervisors first asked for anyone who had experience in the front-line fields to consider the roles, but they ultimately chose many individuals with no prior experience working directly on tax issues.
The details come as IRS has dramatically slashed its workforce, cutting more than 20,000 employees—or more than 20% of total staff—in the last year. The divisions seeking internal staffing support have seen similarly significant losses to their workforces and have struggled to rebuild in time for filing season, according to a new report from the IRS inspector general.
The divisions in IRS that process tax returns and provide telephonic and in-person customer service, as well as other duties related to filing season, have lost 8,300 workers, or 17% of their staff, the IG found.
The IRS division tasked with processing original and amended tax returns has hired just 50 employees in anticipation of the 2026 filing season, or 2% of its authorized level. It can take up to 80 days to train new employees, the IG said, meaning employees hired now may not be ready to assist during filing season at all. Accounts Management, which handles IRS customer service, has hired just 66% of the filing season employees for which it has been authorized.
The IG warned the shortfalls could lead to delayed returns and slow service for taxpayers in the upcoming season and said the impacts have already been felt. Tax return backlogs were still elevated as a result of the pandemic, the IG said, but have soared higher due to staffing losses in IRS. The total now stands at 2 million, up 33% from a year ago.
The reassignments were issued “so tax season doesn’t grind to a halt,” said one employee whose office is losing employees to the new roles. The employees will face 120-day details to perform the front-line work, which employees said is not something that had ever previously been considered. Alex Kweskin, the agency's chief human capital officer, told employees at a town hall meeting on Wednesday the details could be extended to up to 180 days. IRS is seeking 500 employees, according to two employees familiar with the plans, who said further details are also expected from IT. The HR employees will start their new duties later this month.
More details from GovExec.com -- not sure if it's behind a paywall:
