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Part 22. Taxpayer Education and Assistance

Chapter 43. Employee Plans Customer Education and Outreach

Section 1. Procedures

22.43.1  Procedures

22.43.1.1  (10-31-2008)
Introduction

  1. This manual provides guidance on how to access the services and programs that Employee Plans Customer Education and Outreach (EP CE&O) provides to EP managers, their agents, and the Retirement Plans Community.

  2. Mission of Employee Plans CE&O: The mission of EP Customer Education and Outreach is to support the Director of Employee Plans by developing products and services that help the retirement plans community understand their tax rights and responsibilities under the law.

22.43.1.2  (10-31-2008)
EP CE&O Organizational Structure

  1. EP CE&O staff members are located in each of the Employee Plans Areas in the country. They are dedicated to supporting the program goals of the Director, EP Examinations and Director, EP Rulings and Agreements by planning, coordinating, and developing retirement plan educational services and outreach products for the retirement plans community.

  2. Management Team

    The EP CE&O Management Team consists of the Director, Staff Assistant, Secretary, and a Program Assistant.

  3. Outreach Analysts

    The Outreach Analysts develop content for EP websites, multi-media products, publications, and newsletters. They also work with the Area Analysts to:

    • Develop and present seminars, workshops and other programs

    • Maintain a library of EP CE&O presentation materials (such as PowerPoint presentations and resources for developing effective speeches).

  4. Area Analysts

    There is an Area Analyst dedicated to each Employee Plans Area. They focus on coordinating and delivering educational services such as speaker panels, benefits conferences, workshops, and web casts to the retirement plans community. They also:

    • Issue reporting instructions for events held within their area

    • Monitor the costs incurred for attending speaking events

    • Assist EP speakers with developing their presentations skills

    • Gather feedback from completed EP events.

22.43.1.3  (10-31-2008)
EP CE&O Outreach Products

  1. Introduction

    EP CE&O is responsible for helping the Employee Plans Community understand its rights and responsibilities under the law by developing products and services geared toward specific groups in the EP community.

    Products and services are divided into Direct and Indirect contacts. Direct contacts are accomplished through the Customer Education Program. The program includes IRS participation at EP benefits conferences, speeches, workshops, and exhibiting. Indirect contacts are made through printed products, electronic media, and the Internet.

  2. Products Produced by EP CE&O

    EP CE&O Analysts work with EP Examinations and Rulings & Agreements to create products that help the Retirement Plans Community to understand EP Examinations compliance programs and initiatives as well as current legislation. These products are geared to specific segments of the Retirement Plans Community and include:

    • newsletters

    • publications

    • videos

    • interactive CD’s

    See IRM 22.43.1.2(1).

22.43.1.3.1  (10-31-2008)
Newsletters

  1. EP CE&O publishes two electronic newsletters that focus on the different segments of the Employee Plans Community.

    The Employee Plans News targets the employee plans practitioner community. It contains recurring articles on EP issues and law updates.

    The Retirement News for Employers is intended for small business owners, the self-employed and their tax advisors. It provides plain language guidance on EP issues and law updates.

22.43.1.3.1.1  (10-31-2008)
Article Submissions

  1. Authors who believe that they have a topic relevant to the EP community are encouraged to contribute to either newsletter, but must have their manager’s approval prior to writing the article.

  2. When drafting an article, authors should keep their audience in mind. Articles for theRetirement News for Employersshould use plain language geared to small employers, whereas, technical language is appropriate when writing for theEmployee Plans News. In either case, articles should focus on the main points of the topic and have word counts of 255 – 600 words.

  3. Submit articles to the newsletters’ editor Kathleen.Tuite@irs.gov.

22.43.1.3.2  (10-31-2008)
Intranet/Internet

  1. EP CE&O is responsible for updating portions of EP content on the Intranet and the www.irs.gov/ep web site. EP CE&O assists Rulings & Agreements, Determinations, and Examinations with writing, reviewing and posting web content.

22.43.1.3.2.1  (10-31-2008)
Content Submissions

  1. Posting requests for new content or updates to existing content should be directed to the EP CE&O Analyst assigned to your area/office. See IRM 22.43.1.2(4). All posting requests must be approved at the Area Manager level before submission to the appropriate EP CE&O Analyst.

  2. Once your approved request is received, an EP Analyst will assist you with developing your content, review your documents, and prepare them for posting. A final proof will be emailed to you and your approving official for review. Once the final proof is approved, your request will be forwarded to the EP CE&O Web Analyst for posting.

    Note:

    Any priority posting requests (posting within a day) received after 2:00 PM, will be posted the next day.

22.43.1.3.3  (10-31-2008)
Publications and Multimedia Products

  1. EP CE&O is responsible for coordinating with EP Rulings & Agreements and EP Examinations to develop outreach products for external customers in the Retirement Plans Community. These products are designed to support EP initiatives and law updates so external customers will understand their rights and responsibilities under the law.

22.43.1.3.3.1  (10-31-2008)
Proposing a New Product

  1. Generally, requests for new product development should come from the Area Manager’s Office to the Director, EP CE&O, however, suggestions for new products can come from the field to the Director of EP CE&O .

    Requests must include:

    1. Applicable Code section

    2. Detailed description of the product

    3. Prior history with the external customer

    4. Short term objectives

    5. Long term objectives

    6. Benefits to external customers

      Once the Director has approved your request, it will be forward to the appropriate Area Analyst.

22.43.1.4  (10-31-2008)
Employee Plans Outreach Services

  1. Services Provided by EP CE&O

    Each Area Analyst is responsible for the Customer Education Program in their geographic location. EP Area Managers must inform Area Analysts of all direct contacts planned in their area and should contact them for help with local outreach projects. Area Analysts coordinate the following services:

    • speakers' cadre (training and coordination)

    • EP benefits conference support

    • workshops

    • exhibitions

    • speeches

    • web casts

    • written presentations

22.43.1.4.1  (10-31-2008)
Requesting a Speaker

  1. If an outside organization requests a speaker through you, or a member of your staff for any event (seminar, web cast, panel) you must contact your Area Analyst for approval prior to accepting the event. The Area Analyst will need the following information:

    • name and description of the organization

    • location, date and time of the event

    • number of expected participants

    • topic being discussed

    • format of the event (speech, panel, web cast, etc.)

  2. Requests may be submitted to the appropriate Area Analyst by emailing the above information to them, or by sending a completed Request for EP Educational Services Form. You can also ask the customer to complete the form and fax or email it directly to the appropriate Area Analysts. See IRM 22.43.1.2(4).

  3. Once the Area Analyst receives the request, they are responsible for coordinating the event, assigning a speaker(s), issuing reporting instructions/travel authorizations, and providing support.

    Note:

    Send requests for EP Speakers to attend internal government (IRS, DOL, etc.) training sessions to the EP CE&O Staff Assistant.

22.43.1.4.1.1  (10-31-2008)
Travel Authorization Guidelines

  1. EP CE&O will fund travel for approved events; however, funding for speakers travel is limited to a maximum of :

    • Three travelers for benefits conferences (excluding Area Managers and EP Executives)

    • One traveler for any other event including EP liaison/practitioner meetings.

22.43.1.4.1.1.1  (10-31-2008)
Request for Exception

  1. If you want to request an exception to the travel guidelines, you must email the following information to your Area Analyst:

    1. The business reason for requesting additional travelers.

    2. An estimate of the additional travel dollars needed.

    Your request will be forwarded to the Director, EP CE&O who will approve or disapprove each request on a case-by-case basis.

22.43.1.4.1.2  (10-31-2008)
Reporting Instructions

  1. The Area Analyst responsible for the event will issue reporting instructions to speakers with funding and WebETS codes. The speaker must attach the reporting instructions to their travel voucher.

22.43.1.4.2  (10-31-2008)
Multi-media Projectors and Event Displays

  1. EP and EO Customer Education and Outreach have multimedia projectors available at various locations around the country. These projectors are available for use by all TE/GE personnel for TE/GE outreach events. The Washington, DC contacts also have Deluxe Insta-Theatre screens available for use with the projectors. Please call the appropriate contact person for assistance with reserving a projector, or check availability under the TE/GE Public Folders listed under EP or EO: Public Folders/All Public Folders/Operating Divisions/TE/GE/CE&O/OPR Shared Equipment/TE/GE Multimedia Projectors.

  2. There are two types of projectors available:

    • Mitsubishi XD10 Multimedia Projector: portable projector for audiences of up to 150

    • Mitsubishi X400 Multimedia Projector: portable projector for audiences of up to 400

    These portable projectors can be shipped in their rolling cases. Each case contains a

    • list of included parts,

    • manual,

    • setup chart, and

    • emergency roadside assistance information.

    Note:

    Speakers should check the equipment well in advance of the outreach event and have a backup plan ready if an unexpected malfunction occurs.

  3. See Need Help? - Equipment Use under the Speakers Resources Library - for guidelines on reserving a projector and practical advice on usage and troubleshooting.

  4. See Need Help? - Exhibiting for advice on setting up displays and exhibiting techniques.

22.43.1.4.3  (10-31-2008)
Media Contacts at Educational Events:

  1. During exhibiting or speaking engagements you may come in contact with individuals in the media who want to interview you, quote you, or reprint the materials that you hand out. You should prepare for the possibility of being approached by knowing what the Service's views are on media contact and what help is available to you to cooperate with such contact in every reasonable way permitted by law. See Need Help?- Media Relations Issues in the Speakers' Resources Library for policies, procedures, training, and FAQ’s on media contacts.

22.43.1.4.4  (10-31-2008)
Employee Plans Speakers' Cadre

  1. The EP Speakers' Cadre’s purpose is to educate the Retirement Plans Community; presenting a uniform message from the Director, Employee Plans on current retirement plans issues. Speakers are employees from EP Rulings & Agreements, EP Examinations, and EP CE&O approved by their manager and trained by their local Area Analyst to participate in outreach events See IRM 22.43.1.2(4). Potential cadre members must have their manager's approval prior to joining the cadre.

22.43.1.4.5  (10-31-2008)
Employee Plans Speakers' Resources Library

  1. The EP Speakers' Resources Library contains materials to help speakers design their presentations and improve their skills in public speaking. The library has three sections:

    • The Resources section contains PowerPoint presentations, Current Talking Points, Enforcement Videos, and other technical information that presenters can use in their presentations.

    • The Need Help? section contains a wide range of topics to help you prepare your presentation, such as PowerPoint Techniques, using Visual Aids, and Speaker FAQ’s.

    • The Retirement Plans Statistics section contains an archive of statistics that presenters can use in their presentations

    • The Commissioner's Key Messages contain the latest key issues important to the Retirement Plans Community.



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