IRS Layoffs and Hiring Confusion

[Lee B]

According to the Federal News Network after this years layoffs/deferred resignation confusion, the new budget for the coming year

proposes to hire 11,000 new call center employees in order to maintain current levels of phone service

https://federalnewsnetwork.com/workforce/2025/06/nearly-25-of-irs-tech-workers-are-gone-forcing-agency-to-reset-and-reassess/

I really wonder, "Are there any adults in charge of this train wreck sliding downhill

[BTS]

11,000 new call center employees given a 2 week crash course in tax law and phone etiquette !!!  Hey thats what we had before the layoffs !!!   

[Lee B]

Honestly for the last several years,  my experience once I have reached an IRS employee has been satisfactory.

Does it take too long to get someone on the phone ? Yes it does.

Does it take too long for them to find an answer or to change something in one of their programs? Yes it does.

However given the old systems they are still working with that don't share information, I think they are doing the best that they can under difficult circumstances.

 

[Patrick Michael]

No matter how many people they hire, it won't improve significantly until they invest in new infrastructure.  I had to be transferred three times, over two hours, to reach the person who could access the platform needed to fix the issue.  Once I got to the right person, it took 10 minutes to resolve the issue.