Download Field Assist App

[Sara Legath]

FieldAssistis a field inspection software for the restoration space that streamlines workflows for field inspectors, increasing the chances of fast approvals while improving consistency, accuracy, and collaboration with adjusters.

Program Goals: The mission of Field Assistance is to provide quality service to taxpayers requiring face-to-face assistance and to educate taxpayers on services available to them through all channels, including self-service. Field Assistance has a commitment to standardization when providing taxpayers with consistent service. TAC employees are trained to provide the kind of customer service they would expect to receive.

Taxpayer Assistance Centers provide face-to-face assistance to taxpayers who cannot resolve their issues through other convenient and efficient methods or who choose to obtain information and assistance in the TAC.

Most tax issues can be resolved online, by phone or mail. In some instances, such as identity verification, taxpayers are required to obtain face-to-face assistance. Some taxpayers choose face-to-face assistance regardless of whether the issue could be resolved through other service options.

The term "Walk-In office" was replaced with Taxpayer Assistance Center when the Wage and Investment operating division was implemented. The Field Assistance organization officially stood up January 2001 under CARE as an organization in the Wage and Investment division.

The Privacy Act of 1974, 5 United States Code (U.S.C.) 552(a), allows individuals the right to gain access to information pertaining to themselves, including any information released to third parties, or any data collected and maintained by federal agencies.

The Taxpayer Bill of Rights (TBOR) lists rights that already existed in the tax code, putting them in simple language and grouping them into 10 fundamental rights. Employees are responsible for being familiar with and acting in accord with taxpayer rights. See IRC 7803(a)(3), Execution of Duties in Accord with Taxpayer Rights. For additional information about the TBOR, see -bill-of-rights.

Service hours are primarily based on available resources at specific locations. A list of locations and available hours of service for each location are posted on IRS.gov under Contact Your Local Office.

If a taxpayer declines to use FSA, the employee advises the taxpayer that all TACs operate by appointment service. Schedule the taxpayer a same day appointment if there is availability. If no appointments are available, provide the appointment service phone number, 844-545-5640.

If the taxpayer agrees to use FSA, the taxpayer is directed to the FSA kiosks and advised that an FA employee will be with them as soon as possible. Offer a Customer Satisfaction Survey (CSS) card as outlined in IRM 21.3.4.3.3.1, Providing Survey Cards to Taxpayers. The employee then notifies the designated facilitator of a waiting taxpayer.

Over the phone interpreter (OPI) services are offered to taxpayers who prefer to verbally communicate with the IRS in another language. If the taxpayer has an out of scope inquiry, refer to IRM 21.3.4.9.2.2, Out of Scope Tax Law Referrals.

Mute the microphone and point the camera at the sign (furnished to each support site) that informs the taxpayer of the inability to assist and promises to return in a moment when the VSD assistor is temporarily unavailable. IRM 21.3.4.3.5, Signs, lists additional signs for VSD and support sites.

The Accounts Management (AM) Appointment Calendar User Guides provide instructions for scheduling appointments on the Field Assistance Scheduling Tool (FAST) for Taxpayer Assistance Centers (TACs). The User Guides are "living" documents, which means revisions and enhancements are ongoing. The current version of the AM FAST User Guides can be found on the FA Insider Appointment Service page.

Directions for scheduling appointments are posted on IRS.gov and can be heard on the recorded message for the Section 3709 Line (see IRM 21.3.4.3.2, Telephone Requirements for Restructuring and Reform Act of 1998 (RRA 98) Section 3709. When TAC employees are discussing the need for an appointment with the taxpayer, the FA employee:

Group managers, territory managers, and certain IARs and ITAS have access to the Field Assistance Scheduling Tool (FAST). All other TAC employees can view a paper copy of the daily TAC appointment calendar.

If you can provide immediate assistance, advise the taxpayer that you currently have an appointment opening and are able to assist them today. However, advise the taxpayer that they need to call the toll-free number, 844-545-5640, for any future assistance.

If no same day appointments are available, advise the taxpayer that they need to call the appointment number for an appointment on another day. Provide the toll-free number, 844-545-5640, and advise of alternative services available for their issue.

Accounts Management employees cannot schedule a same day appointment and DO NOT advise the taxpayer to walk in without an appointment when an appointment is needed for the requested face-to-face service. Refer to the Appointment Service Closing Codes Guide for complete guidance on which closing codes to use.

International taxpayers not located in the United States, who cross the Canadian or Mexican border and walk into one of the TACs for assistance should be accommodated the same day if possible. These taxpayers are unable to call the toll-free line to schedule an appointment.

When the TAC is unable to provide the service requested or resolve the issue and the taxpayer is experiencing a hardship, refer to IRM 21.1.3.18, Taxpayer Advocate Service (TAS) Guidelines, and IRM 13.1.7.3, TAS Case Criteria.

No appointments are required for non-cash payments, dropping off current year tax returns, or obtaining forms. In addition, no appointment is needed for documents dropped off for another business unit employee, such as, a revenue officer or revenue agent.

The Field Assistance Scheduling Tool (FAST) is a calendaring system designed to schedule appointments for taxpayers. If an appointment needs to be scheduled by Field Assistance for an exception, refer to the FAST User Guide.

If a taxpayer shows up for their appointment on the wrong day, check FAST to see if a same day appointment is available for the taxpayer. If no appointment is available, ask the taxpayer to return on the correct day.

Do not honor appointments for taxpayers who appear later than 15 minutes for their scheduled appointment time when it would negatively impact the next scheduled appointment. FAST will systemically mark the appointment as a "No show" . Employees must cancel/close out the appointment and select reason for cancellation per the FAST User Guide. See Note below.

If a same day appointment can be scheduled later in the day, offer to schedule them another appointment today. If assistance cannot be provided, advise the taxpayer to call the toll-free line to reschedule. Refer to IRM 21.3.4.2.4.2, TAC Appointment Exception Procedures.

Same day appointments can only be scheduled by Field Assistance employees and managers. Taxpayers who come into the TAC and do not have an appointment should be offered a same-day appointment if available.

Calendar functionality shows available appointments based on the specific need/resource availability in the TAC at the time the search is conducted. Specific searches must continue to be done within FAST throughout the day even though an earlier search may have shown no appointments available for a specific type of service. Any changes to the calendar, including no-shows and closing a contact earlier than expected can result in a new appointment availability.

Taxpayers whose service need does not require an appointment (dropping off a current year tax return, picking up a form, making a non-cash payment) are provided service on a first come, first served basis. Where staffing permits, an express line can accommodate those taxpayers.

When staffing permits and when no same-day appointment is available, taxpayers without an appointment are provided service on a first come, first served basis. Taxpayers are advised that there may be an extensive wait for walk-in service and that we cannot guarantee that they will be seen that day.

Employees who complete an appointment contact early, or who have a no-show, will check for walk-in taxpayers who need assistance. In TACs with an IAR, or another employee serving as an IAR, advise TAC employees when there are taxpayers waiting without an appointment.

Remittance Strategy-Paper Check Conversion (RS-PCC) scanning and/or key verifying. Also, RS-PCC maintenance (printing End of Day reports, 215 Deposit Ticket report, balancing, reconciliation report, updating Remittance Processing System Identification (RPSID) label).

Accounts Management schedules all appointments for the TACs, except same day appointments and required follow-up appointments. Field Assistance schedules same day appointments based on availability. The FAST tracks the number of Same Day Appointments.

The ITAS is responsible for efficiently using the time allotted to accomplish as much of the total work as possible without needing to schedule a follow-up appointment. Depending on the time of day, the issue(s), and ITAS availability after the contact, there may be an opportunity to continue the contact until all issues are resolved.

Accounts Management Customer Service Representatives (CSRs) schedule appointments for taxpayers needing face to face assistance in the Taxpayer Assistance Centers (TACs), after all other options have been explored.

Parents may call to make an appointment for their minor child regarding a non-filing letter or TPP appointment at a TAC (first-time filer). See IRM 21.1.3.4, Other Third Party Inquiries, for disclosure rules regarding parents.

IRM procedures must be followed and take priority over job aids. Forward change requests for portal information to Accounts Management Headquarters via SERP feedback request (referring to related IRM section(s) and/or job aid).

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