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My job title is Intake Advocate
with the Taxpayer Advocate Service.
On a daily basis, my job consists of
talking to taxpayers on the phone,
addressing their issues and concerns.
If they have a hardship, we have to accept the case
into the Advocate Program.
The case will be assigned to a Case Advocate.
And the Case Advocate will work hand in hand with the IRS
to resolve the taxpayer's issues.
I also deal with a database, where we get our inventory
of workload, and I have to screen each case that comes in
and get the case assigned to a Case Advocate
so they can do their research
and help the taxpayer as much as possible.
When I first came in to the IRS, I was a clerk/typist
with Examination Division, Audit Department.
And I graduated from that to a Branch Chief Secretary,
which is a little above the Group Secretary status.
From there, then I became
the Management Assistant to the Local Taxpayer Advocate.
That's where I'm at now.
So, from that, I graduated to the Intake Advocate.
So that's basically in a nutshell.
I could see my future with
the IRS Taxpayer Advocate Service growing.
When I say that, it's in reference to becoming
a Case Advocate, getting more familiar with the taxpayers,
the issues at hand, actually, and after that,
I would like to become an Analyst,
where I can oversee the organization stats,
the spreadsheets, the volume of cases that come
into the Service, what systematically
works for us and what doesn't.
And basically, I see myself growing.
You don't need a college degree to become
a Case Advocate or an Intake Advocate.
But what you do need is the drive,
the willingness to help people, to try to go
beyond the call of duty to help and assist the taxpayers,
because they're not knowledgeable of the IRS systems
and procedures and policies.
So you have to educate the taxpayer, so this way,
they won't find themselves in that situation again,
and it's just rewarding to help the taxpayers.
Helping people is the best part of my job, yeah.
I like to have that gratification of saying --
the customer will call me and say, "Thank you so much
"for helping me, you know, without you guys,
I don't know where we would be," you know, so that's like,
[Sighs] makes me feel good, makes me feel good.