- 5.3.1 ENTITY Case Management System (ENTITY)
- 220.127.116.11 ENTITY Case Management System (ENTITY) Overview
- 18.104.22.168 Procedures
- 22.214.171.124.1 Case Assignment Procedures
- 126.96.36.199.2 Cases Requiring Additional Assignment Actions
- 188.8.131.52.3 Case Codes and Subcodes
- 184.108.40.206.4 Time Reporting
- 220.127.116.11.5 Area Collection Realignments
- 18.104.22.168.6 Moving Employee From One Group To Another
- 22.214.171.124 ENTITY Program Responsibilities
- 126.96.36.199.1 Group Secretary Responsibilities
- 188.8.131.52.2 Revenue Officer Responsibilities
- 184.108.40.206.3 Group Manager Responsibilities
- 220.127.116.11.4 Territory Manager Responsibilities
- 18.104.22.168.5 Area Responsibilities
- 22.214.171.124.6 Collection Automation Coordinator (CAC) ENTITY Responsibilities
- 126.96.36.199.7 ICS/ENTITY Quality Analyst (IQA) Position
- 188.8.131.52.8 Collection Policy Analyst Position
- 184.108.40.206 ENTITY Feedback \ Recommendations
- 220.127.116.11 ENTITY Training
- 18.104.22.168 ENTITY Support
- Exhibit 5.3.1-1 SB/SE-Collection Realignment Request
Part 5. Collecting Process
Chapter 3. Entity Case Management Systems
Section 1. ENTITY Case Management System (ENTITY)
August 25, 2016
(1) This transmits a revision of IRM 5.3.1, ENTITY Case Management System (ENTITY).
(1) Editorial changes were made throughout to clarify language and/or to update references, titles, and/or website addresses.
(2) Section 22.214.171.124(3) added programming update that the case prioritization process in ENTITY is improved by the addition of predictive productive models for TDA and TDI cases.
(3) Section 126.96.36.199(8) added application update that Realignment Mode is available in ENTITY. Realignment Mode is intended for use by users profiled at territory level and above. The realignment mode provides access to Open and Queue inventory and some reports mapped in realignment configuration.
(4) Section 188.8.131.52.1(2) added "Defaulted PPIA asset case" to list of cases that bypass ACS and the Queue and go directly to ICS.
(5) Sections 184.108.40.206.3(6) and (9); and 220.127.116.11.4(5) changed Subcodes and Time Codes to match IRM 5.2.1 Collection Time Reporting (Revision 10/2016). Most changes are found in the ATAT series.
(6) Section 18.104.22.168.3(9) updated Subcode 605 to Lien Project..
(7) Section 22.214.171.124 changed title to ENTITY Feedback \ Recommendations and broadened scope of this section to include anyone who has comments.
Director, Collection Analytics, Automation, Inventory Selection and Delivery
The ENTITY Case Management System (ENTITY) is a current database of Field Collection (FC); Field Offer in Compromise (OIC) and Advisory inventories. The ENTITY application receives data from the Integrated Collection System (ICS) for open, closed and return to queue cases; the Delinquent Inventory Account List (DIAL) for queue cases; and the Automated Lien System (ALS) for lien information on all cases. Also, ENTITY shares DIAL information with ALS.
ENTITY provides revenue officers (ROs) and group managers (GMs) with report data, which can assist them in managing inventory. ENTITY produces reports that can be used at the individual, group, territory, area and national levels.
The GM Case Assignment function available in ENTITY is the primary method Field Collection GMs use to assign inventory from the Queue to ROs in their group. Predictive productive model data is used to prioritize TDA and TDI cases for selection.
The data available on ENTITY can be queried and sorted into various report formats. Systemic reports are available and customized queries can be built by the user. Various print options are available for these reports and queries.
Time reported by ROs via the Daily Time Report function on ICS is extracted to ENTITY and is available to users in various queries and reports.
Collection End of Month (EOM) reports are generated and approved in ENTITY. These reports are available at the individual, group, territory, area, and national levels.
The data displayed on ENTITY can be queried, sorted, and formatted by the user to fit specific needs. Queries can be run at individual, group, territory, area and national levels. Various print options are available for the output from reports and queries.
ENTITY data is used within the business unit in many ways, e.g., for case management, resource allocation and business plan monitoring. Realignment Mode in ENTITY is available and intended for users profiled at the national, area and territory levels only. The Realignment Mode provides access to open and queue inventory and some reports mapped in realignment configuration.
Advisory has access to ENTITY and can run queries and reports designed specifically for them. However, Advisory does not run EOM reports as they do not use ICS for time reporting.
ENTITY receives information from other programs.
ENTITY Extract Table
Extract Name Frequency of Extract Description E1 ICS Entities Weekly Entity information pertinent to all accounts on ICS E2 ICS Modules Weekly Integrated Data Retrieval System (IDRS) modules E3 ICS Activity Daily Daily activity entries E4 ICS Non-IDRS Weekly Non-IDRS modules E5 ICS Employee Daily Information for all employees with access to ICS E6 ICS Month-End Monthly End of Month report data E7 ICS Time TIN Daily Time charged to cases E8 ICS Time-Code Daily Time charged to codes but not directly to cases E9 ICS Close-ENT Weekly Information updates on cases closed during the previous week EA ICS Weekly Information updates on modules closed during the previous week EB ICS Daily Module Lien Information S1 ICS Subcodes As needed Area Subcodes ICSZIP.DAT Weekly Revenue Officer assignment grid based on zip code, grade level, and alpha split DIAL TDA 42 & TDI 32 Weekly IDRS Extract of all account information for collection inventory, including ACS TDAs
ENTITY can only be accessed when the user is connected to the Local Area Network (LAN) via an IRS office connection or Enterprise Remote Access Project (ERAP).
ENTITY displays inventory, module, time, activity and employee management information.
ENTITY may be used to analyze Field Collection activity and inventory using a range of criteria. For example:
Time charges (TIN based and functional time)
Case and module attributes
Case activity and dispositions
For more information on Collection time reporting, refer to IRM 126.96.36.199.4, Time Reporting.
ENTITY displays all Open and Queue inventory.
ENTITY displays the case codes and subcodes on Open inventory that is assigned in ICS.
Research results may be displayed, printed or e-mailed. The e-mail option is not available for data that includes taxpayer information or Personally Identifiable Information (PII).
ENTITY is a current data base that is used to:
Research cases / modules
Research time charges
Research inventory (Open, Closed, Queue)
Research employee data
Review and Approve EOM Reports
For ENTITY User Guides, Job Aids, Calendars, FAQs, and Contacts, please visit the ENTITY web site at: http://mysbse.web.irs.gov/Collection/collsystems/entity/default.aspx
This section provides procedures and general information about:
Cases Requiring Additional Assignment Actions
Case Codes and Subcodes
GM Case Assignment is used by collection group managers to assign inventory (cases). Complete documentation for GM Case Assignment can be found on the ENTITY web site at: ENTITY User Guides
However, not all cases go to the queue prior to assignment. The following types of cases are sent directly to the manager's ICS hold file. Refer to IRM 188.8.131.52.3.1, Cases That Bypass ACS and the Queue and go Directly to ICS, for a complete listing:
Transaction Code (TC) 148–9 (Letter 903)
Quick or Prompt assessment
Defaulted PPIA asset case
Defaulted IBTF IAs
Non Master File (NMF) cases
Cases with Subcode 601, 602 or 603 (Taxpayer Requested Contact)
Cases with Subcode 604 (Large $ Case)
Any case returning from Appeals (status 72) where the most recent prior assignment was FC
Any Innocent spouse (MFT 31) assessment where the Master File status = 21 and the most recent prior assignment was FC
Accelerated cases should be selected for assignment first, unless there is a business reason to do otherwise. A group manager may by-pass accelerated cases and assign non-accelerated inventory using the Custom assignment feature in GM Case Assignment.
The manager can assign cases that do not appear in the group manager's queue such as notice status and related/cross-referenced cases in the following manner:
Create the case on ICS.
Assign the case on IDRS using the eight-digit RO assignment number (be sure to include the appropriate Area Office/Territory Office designation).
Request STAUP 22 for 00 cycles on IDRS.
After completing these actions, IDRS will assign the case to the RO on the following weekend.
Additional Case Assignment Actions
If Then The case resides in group queue and needs to be worked immediately
1. Assign the case using GM Case Assignment application.
2. Create an ICS Only case. Once the case is downloaded from IDRS, it will overwrite the ICS Only case.
The case resides in the area queue, but not the group queue
1. Create an ICS Only case.
2. Assign the case on IDRS using eight-digit RO assignment number. Once the case is downloaded from IDRS it will overwrite the ICS Only case.
The case is in Notice status
1. Create an ICS Only case.
2. Assign the case on IDRS using eight-digit RO assignment number.
3. Use IDRS to input CC STAUP 22 for 00 cycles.
The case is in Notice status and the case is assigned to another area
1. Create an ICS Only case.
2. Input CC STAUP 22 for 00 cycles.
3. Use IDRS to request CC ENMOD.
4. Overlay CC ENMOD with CC ENREQ.
5. CC INCHG input screen will appear after inputting CC ENREQ.
6. At DOC CD, overlay 63 with 50.
7. At CASE-ASSN-NUM, input revenue officer number.
8. At CLC, input your Area Office number (21 - 27, 35).
9. In the remarks section, type "Transfer"
10. It will take 2 to 3 weeks for the case to appear in the revenue officer's inventory.
11. For ACS (Status 22) accounts, you need to contact the ACS Support Liaison for the corresponding call site to request case transfer. ACS contact information for this purpose can be found at SERP under the Who/Where tab, ACS Support Liaisons: ACS Support and Status 22 TAS Liaisons.http://serp.enterprise.irs.gov/databases/who-where.dr/acsspt-lias.dr/acs-support.htm
The case code and subcode are each three digit codes:
Case code—identifies the type of taxpayer.
Subcode—identifies the type of assignment.
The case code and/or subcode must be changed on ICS as the nature of the case changes. The RO has the primary responsibility of updating case codes and subcodes. For example, a corporation may initially be coded 201 (Corporation - In Business). If the RO learns that the corporation is out of business, the case code must be changed to 202 (Corporation - Out of Business). Case code changes are made on ICS. ICS then extracts this information to ENTITY.
The case codes are established and defined by headquarters. The definitions can only be changed at the national level. Refer to IRM 5.2.1, Collection Time Reporting
The ICS/ENTITY case codes are listed in the table below:
ICS/ENTITY Case Code Table
TYPE OF CASE CASE CODE No Case Code from ICS 000 Individual - Wage Earner 101 Individual - Self Employed 102 Individual - Combined Wage Earner/Self Employed 103 Individual - TFRP - Wage Earner 104 Individual - TFRP - Self Employed 105 Individual - TFRP - Combined Wage Earner/Self Employed 106 Corporation - In Business 201 Corporation - Out of Business 202 Sole Proprietor - In Business 301 Sole Proprietor - Out of Business 302 Partnership - In Business 401 Partnership - Out of Business 402 Estate - Decedent 501 Estate - Fiduciary 502 LLC - In Business 601 LLC - Out of Business 602
Subcodes are set and defined by headquarters or the local area office.
Time tracking for non-IDRS cases and some specific programs are controlled by subcodes. The subcodes below match the time codes on the Form 4872 Collection Activity (Non-ACS Report). Time charged to cases with one of these subcodes is added to the appropriate time code.
104 OI - Inter - Area on DA
105 FTD Alert
107 Taxpayer Advocate
204 OI - Inter - Area on DR
309 ATAT (Abusive Tax Avoidance Transactions)
310 Collection Strategy
311 OVDI / OVDP (Offshore Voluntary Disclosure Initiative / Program)
312 Intermediary Transactions
313 Promoter / Preparer
314 Notice 2000-44 (Son of Boss)
315 Collection Strategy
316 ATAT - FPLP Contract Vendor (Federal Payment Levy Program)
317 Collection Strategy
318 Collection Strategy
319 Refund Schemes
320 LB&I DAT (Large Business and International Distressed Asset Trust)
321 IRC 6707A Penalty Assessment
322 Offshore Banking
323 ATAT Estate and Gift
361 MCAR (Mutual Collection Assistance Request)
362 Solution Saturday
Most subcodes 500 and below are national subcodes.
The first 20 digits of subcode series over 500 are reserved for use by headquarters, e.g., subcodes 500 - 519 ,600 - 619, etc., are reserved. Most subcodes over 500 are local subcodes. These subcodes may be used by areas to track cases of local interest.
ICS/ENTITY Subcodes are listed in the table below:
ICS/ENTITY Subcode Table
TYPE OF ASSIGNMENT SUBCODE Compliance -TDA/TDI 000 OI - Intra - Area on DA 101 OI - Inter - Area on DA 104 FTD Alert 105 OIC 106 Taxpayer Advocate 107 Reserved 108 - 119 CDP Related OIC 120 Reserved 121 - 200 OI - Intra - Area on DR 201 Reserved 202 Reserved 203 OI - Inter - Area on DR 204 Reserved 205 - 300 Local CIP - 1 (301) (Compliance Initiative Program) 301 Local CIP - 2 (302) (Compliance Initiative Program) 302 Local CIP - 3 (303) (Compliance Initiative Program) 303 Local 304 Local Outreach - 1 (305) 305 Local Outreach - 2 (306) 306 Local Outreach - 3 (307) 307 Local Outreach - 4 (308) 308 ATAT (Abusive Tax Avoidance Transactions) 309 Collection Strategy 310 OVDI / OVDP (Offshore Voluntary Disclosure Initiative / Program) 311 Intermediary Transactions 312 Promoter / Preparer 313 Notice 2000 - 44 (Son of Boss) 314 Collection Strategy 315 ATAT- FPLP Contract Vendor (Federal Payment Levy Program) 316 High Dollar CNC Project (Currently Not Collectible) 317 Collection Strategy 318 Refund Schemes 319 LB&I DAT (Large Business and International Distressed Asset Trust) 320 IRC 6707A Penalty Assessment 321 Offshore Banking 322 ATAT Estate and Gift 323 ATAT Collection Strategy (reserved for future use) 324 - 339 MCAR (Mutual Collection Assistance Request) 361 Solution Saturday 362 Reserved 400 - 499 Seizure 500 Reserved 501 - 504 Payroll Service Provider Clients 505 Reserved 506 - 519 (except 510) ETS OI (Enforcement Technical Specialist) 510 Local use 520 - 599 Reserved 600 Taxpayer Needs Contact - IMF 601 Taxpayer Needs Contact - BMF 602 Taxpayer Needs Contact - Other 603 Large $ Case 604 Lien Project 605 Reserved 606 - 619 Local use 620 - 654 Local TE Project for areas 21 - 27 655 - 656 Local use 657 - 698 Local use: Indian Tribal Governments (ITG) for all areas 699 Local - International (Area 35 - Only) 700 - 799 Reserved 800 - 819 Local use 820 - 899 IBTF IA/Case Processing 900 MMIA Case Processing 901 Cont. Levy / Case Processing 902 Potential Significant Equity - from ACS 903 Potential Significant Equity - from Campus 904 Defaulted PPIA 905 SMO / LLC IBTF IA (Single Member Owner) 906 SMO / LLC MMIA (Single Member Owner) 907 SMO / LLC Express IAS (Single Member Owner) 908 Fraud Development - FTA 910 PPIA Monitor 911 Other Fraud Related Assignments 912 Restitution Based Assessments 913 Frivolous Return Penalty (6702(D)) 914 Reserved 915 - 918 IBTF RRAP/CDP 919 Local Use 920 - 965 Local CDP Case not forwarded to Appeals 966 Local CDP Case forwarded to Appeals 967 Local Use 968 - 999
Time values are input as whole and fractions of an hour:
1.0 equals 60 minutes
.75 equals 45 minutes
.50 equals 30 minutes
.25 equals 15 minutes
TIN-based time means time is charged directly to an assigned taxpayer case. The RO will report Direct time (time spent on assigned cases) in quarter hour (.25) increments. An RO in general program working 15 minutes or less on a case has the option of recording that time to the case or time code 809 - Miscellaneous Direct. Direct case time over 15 minutes must be charged to the assigned taxpayer case.
Overhead time will be reported in 15 minute (.25) increments.
For more information about Time Codes and time reporting, refer to IRM 5.2.1, Collection Time Reporting.
Non-Case Direct Time Codes are listed in the table below:
Non-Case Direct Time Code Table
NON-CASE DIRECT TIME TIME CODE TDA Notice - TDA ACS/Unassigned 102 OIC (Non-Case) 106 Taxpayer Advocate Service 107 Summons 109 CDP Related OIC 120 DR Notice - ACS/Unassigned 202 Local CIP - 1 (301) (Compliance Initiative Program) 301 Local CIP - 2 (302) (Compliance Initiative Program) 302 Local CIP - 3 (303) (Compliance Initiative Program) 303 Local Outreach - 1 (305) 305 Local Outreach - 2 (306) 306 Local Outreach - 3 (307) 307 Local Outreach - 4 (308) 308 ATAT 309 Collection Strategy 310 OVDI / OVDP (Offshore Voluntary Disclosure Initiative / Program) 311 Intermediary Transactions 312 Promoter / Preparer 313 Notice 2000 - 44 (Son of Boss) 314 Collection Strategy 315 ATAT - FPLP Contract Vendor (Federal Payment Levy Program) 316 Collection Strategy 317 Collection Strategy 318 Refund Schemes 319 LB&I DAT (Large Business and International Distressed Asset Trust) 320 IRC 6707A Penalty Assessment 321 Offshore Banking 322 ATAT Estate and Gift 323 ATAT Collection Strategy 324 - 339 Appeals 360 MCAR (Mutual Collection Assistance Request) 361 Solution Saturday 362 Analysis Perfection 502 Files Maintenance 504 Clerical 505 Miscellaneous Direct 809 Assisting Another RO 810
Non-Direct Time Codes are listed in the table below:
Non-Direct Time Code Table
NON-DIRECT TIME TIME CODE Collateral Duties 401 ADP Support 402 ICS/ENTITY Support 403 Coordinator Duties 404 Document Updates (deleted 10/01/11) 405
Overhead Time Codes are listed in the table below::
Overhead Time Code Table
OVERHEAD TIME TIME CODE Training - CPE 601 Training - RO Phase 602 Training - OJI 603 Training - Instructor Assn 604 Training - All Other 605 Management 610 Administrative 611 Leave (Annual/Sick) 613 Administrative Leave 770
Time code 614 Management Direct Case is direct time. Managers and acting managers use this time code for all activities directly related to taxpayer cases.
Examples of usage include, but are not limited to performing:
Manager case reviews.
Manager case discussions with employees.
Embedded Quality Reviews (by managers (Non-FC only).
On-the-Job Instructor (OJI) managerial duties such as: documenting case and pre-assignment case review.
Other Hours Time Codes are listed below::
Other Hours Time Code Table
OTHER HOURS TIME CODE Credit / Comp Hours Earned 710 Credit / Comp Hours Used 711 Religious Comp Earned 720 Religious Comp Used 721 Overtime Worked 730 Leave Without Pay 740 Holiday 750 Non - Work Day 760
Detail Out Time Codes are listed below:
Detail Out Time Code Table
DETAIL OUT HOURS TIME CODE Detail Out - Total 620 Detail Out - Walk In 62A Detail Out - ACS/Toll Free 62B Detail Out - TP Advocate 62C Detail Out - Stakeholder Liaison 62E Detail Out - Disaster Relief 62F Detail Out - Other 62G
Information Only Time Codes are listed below:
Information Only Time Code Table
INFORMATION ONLY HOURS CODE Detailed in - Total 619 Field Time 621 Flexi-Place 622 Computer Downtime 623 Identity Theft 624 Holiday 750 Non-Work Day 760
Field Collection employees who contact taxpayers or attend to case-related business while in the field must properly report the amount of time spent in the field to the case and to the Information Only Time Code, Field Time (621). This code is not intended for clerical or management use.
Total hours spent working Flexiplace must be reported using the Information Only Time Code, Flexi-Place (622).
The RO must not project time to be expended on taxpayer cases.
Scheduled leave, training time, and detail out time will be input prior to the employee's absence. ROs, group secretaries, and managers will utilize the End of Day (EOD) function on ICS prior to departure.
ROs and other Field Collection ICS users will finalize their time on ICS using the EOD function at the close of business each day, but no later than the next business day, except at the end of the monthly time reporting period.
On the last Friday of the monthly time reporting period, ROs must connect to the Local Area Network (LAN) via ERAP or at an IRS office to upload their time by close of business. Users can input and EOD training and leave hours in advance. (Per IRM 184.108.40.206.1, Collection Time Reporting, Field Collection Procedures)
If an employee is unexpectedly absent when the month end time report is due or is having difficulty connecting to the LAN, the employee will make every effort to report time via telephone or fax no later than the last Friday of the monthly time reporting period. The group manager or group secretary can input, correct, and EOD time for the employee.
Only the group manager, acting group manager or the group secretary can edit time that has been EOD'd.
A Category A realignment takes place when a group or territory is created, collapsed or moved. Movement of individual employees between groups or territories is not considered a Category A realignment.
There are five common Collection Realignments for ICS and ENTITY (Category A SB/SE - Request for Organizational Change (S-ROC)):
Create a new group or new territory.
Collapse a group or territory.
Move a group to another territory.
Change a group type: for example from OIC to RO.
Rename a group or territory: for example, change the name of the group Post of Duty (POD) or territory name.
Complete instructions for Category A realignments are found in IRM 1.53.1, Managing Organizational Change, Small Business and Self-Employed Division.
The following table outlines the type of realignment and time frames:
ENTITY and ICS require 45 days advance notification for ALL realignments. The 45-day clock starts AFTER the S-ROC has been approved by the Human Capital Office (HCO).
Realignment Time Frame Table
TYPE OF ACTION FREQUENCY ADVANCE NOTIFICATION Movement of an Individual Employee Monthly 45 days Create a Group Monthly 45 days Create a Territory Quarterly 45 days Collapse a Group Monthly 45 days Collapse a Territory Quarterly 45 days Move a Group to Another Territory Quarterly 45 days Change a Group Designation (RO/OIC/SC) Monthly 45 days Rename a Group or Territory Monthly 45 days
All approved requests for Collection realignments must be submitted to the headquarters ENTITY program analyst at least 45 days prior to the desired action date. The desired action date must fall on the first Monday of a monthly reporting period. The approved request must be submitted on an SB/SE - Collection Realignment Request form with the approved S-ROC control number (refer to Exhibit 5.3.1-1, SB/SE-Collection Realignment Request).
All area offices will provide the name and telephone number of a realignment coordinator from within the area director's staff. This person will be responsible for ensuring all necessary information (request forms, spreadsheets, list of affected personnel, etc.) are provided to the Collection Automation Coordinator (CAC). The CAC will communicate and coordinate with the area, headquarters, ENTITY and ICS analysts, and MITS staff.
The required information for all realignments will be forwarded to the CAC at least 45 days prior to implementation.
Collapse Inactive Groups — a group that is collapsed CANNOT stay on ICS/ENTITY for future use. Each area is required to formally collapse any group that is not active in ICS using Category A S-ROC procedures.
Employees moving from one group to another is not considered a formal realignment. However, the following actions need to be taken when moving an employee:
Notify the ICS/ENTITY Quality Analyst (IQA) of pending employee move and effective date (employee cannot be moved until the end of the reporting month).
The employee must input time in their current group through the end of the monthly reporting period.
The employee will be moved after the completion of End of Month in ENTITY.
ENTITY presents data from ICS and the queue for case management, reports compilation, and management information. ENTITY enables the area and territory managers to monitor key business indicators down to the group level.
ENTITY produces reports that can be used at the individual, group, territory, area and headquarters levels.
All System Change Requests will be reviewed by the ENTITY staff.
The group secretary responsibilities are:
Group secretaries or designated personnel are responsible for weekly time entry, monitoring, and verifying for the group, per IRM 220.127.116.11.1, Field Collection and Field OIC Specialist Responsibilities.
Use Weekly Time Verification to determine if ROs are finalizing their time on a daily basis.
Use the Hours Verification Report to check time for the group EOM process.
Provide group managers with reports generated in ENTITY in a timely fashion.
Generate EOM Reports on Monday or the first business day following the last Friday of the monthly reporting period.
Correct or re-extract time on ICS as needed.
The RO responsibilities are:
Review case codes and subcodes for correctness. Any incorrect codes must be changed in ICS.
Report time and finalize it at the conclusion of each business day using the EOD function on ICS, but no later than the next business day.
Upload transactions to the LAN daily if using ERAP. Those who do not have ERAP access will connect to the LAN at an IRS office to upload time at least once per week. The only exception to this requirement applies to the last Friday of the monthly reporting period, when ICS users will EOD their time by COB that day. They will either connect to the LAN via ERAP or use an IRS office connection to upload their time. Users can input and EOD training and leave hours in advance.
Review time for errors and correct them before the EOD process is complete. A manager, acting manager and group secretary are the only personnel who can correct a time report once it has been EOD'd.
The group manager responsibilities are:
Identify cases for review.
Analyze closed and open case data.
Provide feedback regarding case actions.
Determine effective use of time.
Monitor employee time charges, e.g., the use of Non-Case Direct Time Codes: 809 (Miscellaneous Direct), 810 (Assisting Another RO), 611 (Administrative Time).
Monitor the timely reporting of information.
The group manager is responsible and accountable for accurate and timely EOM Reports for their group. Running EOM reports or making necessary time corrections is timely if it occurs on Monday or the first business day following the last Friday of the monthly reporting period. The group manager is responsible for reviewing the reports, and ensuring the accuracy of the reports. Once the group manager verifies the accuracy of the EOM reports, the group manager will approve/finalize the group's EOM. Finalizing the EOM is accomplished by selecting "Approve EOM" under Month End on ENTITY. The Approve EOM action in ENTITY will constitute the group manager's electronic signature that the EOM reports are accurate and completed.
Managers should review the use of case codes periodically to:
Ensure that open inventory is coded correctly, e.g., a case coded 202 - Corporation Out of Businesses is a corporation and not an LLC Out of Business (case code: 602).
Ensure that cases are correctly coded before closing (e.g., a case coded 202 should be closed using TC 530 CC 10: Defunct corporation and not TC 530 CC 13: In - Business corporation).
When the group manager needs assistance regarding ENTITY, they should seek help from the following sources:
*ENThelp in ENTITY or Outlook at *ENThelp
ENTITY web site at: ENTITY Website
ICS/ENTITY Quality Analyst (IQA)
Collection Automation Coordinator (CAC)
The territory manager responsibilities are:
Review group MIS reports for consistency among groups.
Review the time utilization for all groups.
Note anomalies on the reports.
Discuss anomalies during group operational reviews.
Ensure proper training on ENTITY for managers, ROs, group secretaries and other users of ENTITY.
The territory manager is responsible for notifying the area office, Field Collection HQ and the CAC prior to any requested group changes which affect ENTITY. The territory manager should allow sufficient time for the CAC to notify and coordinate any changes with headquarters, ICS, and the ENTITY support staff. The following changes require notification:
Group movement to new territories
Collapse of groups or territories
Creation of new groups or territories
The area office responsibilities are:
Ensure that all the group EOM ENTITY reports are completed and transmitted to the area by close of business on the Wednesday following the last Friday of the monthly reporting period. In the event a report is found to be inaccurate, the errors must be corrected by the group manager or designee, and the reports transmitted to the area the following day. All corrections should be identified and corrected prior to Wednesday so that area and national EOM reports can be completed timely. Inaccuracies and or late reports in any group EOM report should be reported to the territory manager of the group for follow-up.
Choose a contact person for Collection group realignments.
Notify Field Collection HQ, CAC, ICS, and ENTITY of planned group realignments.
The area office is responsible for notifying the CAC of any requested collection realignments that involve collapsing groups or territories, creating new groups or territories, or moving groups from one territory to a new territory. ENTITY must receive notification of any changes as soon as they are approved. Failure to timely notify ENTITY program analysts of Collection group changes may prevent or delay the implementation of the requested changes and may result in inaccurate data.
The area office will ensure all request forms for group changes (Refer to Exhibit 5.3.1-1, SB/SE-Collection Realignment Request) are received in headquarters in a timely manner. The area director or designee will be the approving authority for any changes which affect the ENTITY.
Realignments generally will take place the first week of the new quarter.
The CAC responsibilities are:
Have a working knowledge of ENTITY and related systems.
Provide support for area ENTITY users.
Coordinate local training of employees and managers with the ENTITY headquarters analysts and area training coordinator.
Act as a liaison with ENTITY analysts and headquarters on realignment issues.
Advise area management on personnel changes which affect ENTITY.
Upon receipt of an approved S-ROC and before any changes are made, the CAC is responsible for coordinating any changes to ENTITY with the ENTITY support staff, headquarters, and ICS. Failure to notify ICS and ENTITY of any changes may result in the loss of data.
The CAC coordinates with the area office, local system administrators, and IQAs to complete the realignment request forms . Completed request forms must be supplied to headquarters at least 45 days prior to the desired realignment date. (Refer to Exhibit 5.3.1-1, SB/SE-Collection Realignment Request)
The IQA role encompasses functional support of ENTITY, ICS, and the Collection Time Reporting System (CTRS).
The IQA is the resident analyst for ENTITY, ICS and CTRS. The IQA serves as the area focal point and quality assurance specialist for the resolution of software and system problems. The IQA assists with the reorganization of collection groups within the area, provides liaison and analytical services, and identifies and resolves systemic and procedural errors.
The IQA responsibilities are:
Act as a liaison between area offices, headquarters, and campus staff, to coordinate activities for assigned systems.
Resolve problems with cases listed on the Queue Inventory report without a Group Zip Code Assignment.
Establish and maintain CTRS software modules and related systems.
Validate month-end CTRS data and prepare CTRS month-end reports.
Timely transmit EOM Reports no later than the Friday following the end of the monthly reporting period.
Coordinate realignment of collection groups with the local CAC, headquarters staff, ENTITY support staff, local Information Technology Services (ITS) system administrators, and all other affected parties.
Establish and maintain the employee and zip code assignment tables.
Ensure that new group numbers do not duplicate any previously used group number or ensure that the group numbers have been inactive for the prescribed period.
The Collection policy analyst role varies based on assignment:
The area Collection policy analysts are on the area director’s staff and supports a specific SB/SE area.
The Enterprise Collection Strategy (ECS) policy analysts provide support to each SB/SE area as well as headquarters.
Collection policy analysts may utilize ENTITY reports and queries to identify trends and evaluate workflow.
Anyone can provide feedback or recommendations about ENTITY to the ENTITY staff. Please help improve ENTITY by:
Identifying problems and issues impacting work performance
Making recommendations for improvements
Making requests for procedure and / or system changes
Submit all comments to: *ENThelp
Generally, headquarters is responsible for the initial ENTITY training of all new managers.
ENTITY support is provided by headquarters and the ENTITY support team. Contact them using any of the following:
*ENThelp in ENTITY or Outlook: *ENThelp
ENTITY web site at: ENTITY Website