This is not a timed exam. If you request a Reasonable Accommodation your account will be locked and you will not be able to proceed with the exam until the request is processed.

The information below will help you determine which classification(s) is(are) appropriate for you. Applicants must meet the Minimum Qualifications as stated on this bulletin to compete in this examination.

Open and Open, Non-Promotional Examination(s):

• TAX TECHNICIAN, FRANCHISE TAX BOARD - Open

For all Classifications, once you have participated in any of the following examinations, you may not recompete for 9 months:

Exam Code(s):

2885

For TAX TECHNICIAN, FRANCHISE TAX BOARD, once you have participated in any of the following examinations, you may not recompete for 9 months:

Exam Code(s):

• EX-02885

Submit an Examination/Employment Application (STD 678) to apply for this examination.

Electronic applications can be submitted through your account at www.CalCareers.ca.gov.

If you require assistance or alternative testing arrangements due to a disability, indicate on your application that you need reasonable accommodation. You will be contacted by a representative of the testing department to make the necessary arrangements. If you have not been contacted by the time you receive notification of testing, please contact the testing department listed in the Contact section of this bulletin.

If you are unable to submit your application or complete the test due to a disability, please contact the testing department listed in the Contact section of this bulletin.

All applicants must meet the education and/or experience requirements as stated on this exam bulletin to be accepted to the examination.

Unless otherwise stated in the Minimum Qualifications, qualifying experience may be combined on a proportionate basis if the requirements stated below include more than one pattern and are distinguished as "Either" 1, "or" 2, "or" 3, etc. For example, applicants possessing qualifying experience amounting to 50% of the required time of Pattern 1 and additional experience amounting to 50% of the required time of Pattern 2 may be accepted to an examination as meeting 100% of the overall experience requirement.

This examination consists of the following component(s):

A final score of 70% must be attained to be placed on the eligible list.

In addition to evaluating the applicant's relative knowledge, skill and ability as demonstrated by quality and breadth of education/experience, emphasis in each test component will be on measuring competitively, relative to job demands, each applicant's:

A Departmental Open eligible list for the TAX TECHNICIAN, FRANCHISE TAX BOARD Classification will be established for:

• Franchise Tax Board

The names of successful competitors will be merged onto the eligible list(s) in order of final score regardless of test date. Eligibility expires 12 months after it is established. Applicants must then retake the examination to reestablish eligibility.

Veterans' Preference will be granted for this examination. Veterans' Preference is an assistance program for veterans, veteran widows and widowers, and spouses of 100% disabled veterans who seek employment with the state. Veterans' Preference is also extended to currently serving military members nearing their retirement or separation date.

You are not eligible for Veteran's Preference if you are:

• A veteran who has been dishonorably discharged or released.
• A veteran, widow or widower of a veteran, or spouse of a 100 percent disabled veteran who currently has permanent civil service status. (Permanent civil service status is the status of an employee who is lawfully retained in his/her position after completion of the applicable probationary period. This does not include limited term).

Veterans' Preference is codified in Government Code Sections 18973 – 18979.

Veteran status is verified by the California Department of Human Resources (CalHR). Directions to apply for Veterans' Preference are on the Veterans' Preference Application (Std. Form 1093), which is available at www.CalCareers.ca.gov, and the Department of Veterans Affairs.

Career Credits are not granted for examination(s) administered on an Open basis or a Promotional basis.

Instructions:

Respond to each of the following statements by indicating how the statement applies to you. You should respond to every statement by marking one option.  

In responding to each statement, you may refer to your FORMAL EDUCATION, FORMAL TRAINING COURSES, or WORK EXPERIENCE at an organization.  

To respond appropriately, you must refer to the Scale Description below when answering each statement.  

Tasks:

1. Reading and comprehending written materials (e.g. references, memos, letters) in order to apply information and determine appropriate courses of action.
2. Writing reports, memos and/or emails clearly and concisely using the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.    
3. Reviewing draft versions of written documents to correct spelling, grammar, format, and ensure the accuracy of content    
4. Contacting and/or responding in writing to customers, staff members and others in order to resolve issues utilizing various reference materials.  
5. Communicating effectively in writing to convey information.    
6. Reviewing forms for content, accuracy and completeness.    
7. Reading, comprehending and interpreting complex information (e.g., laws and regulations, technical data and materials).
8. Reading and interpreting written and/or numerical data to provide information to customers or other interested parties.   
9. Documenting verbal and written customer contact to include: reason for the contact and actions taken to resolve the immediate issues discovered.   
10. Utilizing reference resources to accurately complete job assignments and assist customers or other interested parties.
11. Communicating verbally to effectively convey information.   
12. Providing good customer service to address customer need and/or concerns.    
13. Meeting quality standards for customer service while evaluating customer needs.   
14. Formulating relevant questions to help clarify customer needs or concerns.    
15. Establishing and maintaining cooperative and professional relations with internal and external customers.   
16. Working cooperatively and productively as a member of a team to achieve a common goal.   
17. Interacting tactfully and diplomatically with a variety of audiences, including frustrated, angry, or otherwise emotional individuals.   
18. Communicating difficult concepts clearly and effectively (e.g., technical material).     
19. Communicating verbally in stressful situations, such as when dealing with angry or hostile individuals or under emergency conditions.   
20. Improving and maintaining performance standards by utilizing feedback from others (e.g., peers, supervisors, instructors).  
21. Demonstrating assertiveness, firmness and discretion in communications with the public.   
22. Listening carefully to what other people are saying and taking time to understand the points being made   
23. Recognizing potential conflicts/problems and directing concerns to the appropriate individuals.    
24. Responding verbally to inquiries from internal/external customers in order to resolve issues relevant to work performed   
25. Providing training or instruction to others (e.g., new employees, coworkers, classmates) so that they can perform duties and/or tasks.    
26. Analyzing customer’s financial data to interpret various account related issues.    
27. Utilizing basic accounting principles (e.g., debits, credits) to analyze information required for the job.    
28. Performing basic mathematical operations (e.g. addition, subtraction, multiplication, division, percentages, order of operations) to verify or adjust numerical information   
29. Interpreting and analyzing numerical data accurately.     
30. Determining the accuracy of various mathematical calculations.    
31. Analyzing and evaluating situations accurately and thoroughly to determine and implement effective and appropriate courses of action.    
32. Utilizing problem-solving techniques and processes to identify and resolve problems and issues.     
33. Gathering information from various resources (e.g., databases, internet) to verify customer information.    
34. Analyzing information from various sources checking for discrepancies to determine the appropriate course of action.  
35. Analyzing financial information to determine the customer’s ability to pay monies owed.  
36. Organizing and managing time to maintain workflow and meet deadlines.    
37. Recognizing questions or situations outside the assigned area of responsibility and referring to appropriate sources for resolution.    
38. Adapting to changes in priorities and work assignments.    
39. Working under pressure of tight deadlines when completing projects or assignments.    
40. Working independently on projects or assignments with minimal supervision and/or instructions.  
41. Multi-tasking several workloads with competing priorities while still meeting established deadlines.    
42. Learning to utilize personal computer systems and software applications to perform work.    
43. Using office equipment (e.g. calculator, copier, fax machine, personal computer, telephone etc.) to perform job duties.   
44. Using the internet, email, and other basic PC functions.    
45. Entering data accurately into a computerized database.

• Franchise Tax Board

Administrative questions regarding this examination should be directed to:

Technical questions regarding this examination should be directed to:

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice). TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Examination and/or Employment Application (STD 678) forms are available at the California Department of Human Resources, local offices of the Employment Development Department, and through your CalCareer Account (www.CalCareers.ca.gov).

If you meet the requirements stated on this examination bulletin, you may take this examination, which is competitive. Possession of the entrance requirements does not assure a place on the eligible list. Your performance in the examination described in this bulletin will be rated against a predetermined job-related rating, and all applicants who pass will be ranked according to their scores.

Franchise Tax Board reserves the right to revise the examination plan to better meet the needs of the service, if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service laws and rules and all applicants will be notified.

General Qualifications: Applicants must possess essential personal qualifications including integrity, initiative, dependability, good judgment, the ability to work cooperatively with others, and a state of health consistent with the ability to perform the assigned duties of the class. A medical examination may be required. In open examinations, investigation may be made of employment records and personal history and fingerprinting may be required.

Eligible Lists: Eligible lists established by competitive examination, regardless of date, must be used in the following order: 1) sub-divisional promotional, 2) departmental promotional, 3) multi-departmental promotional, 4) service-wide promotional, 5) departmental open, 6) open. When there are two lists of the same kind, the older must be used first. Eligible lists will expire in one to four years unless otherwise stated on the bulletin.

High School Equivalence: Equivalence to completion of the 12th grade may be demonstrated in any one of the following ways: 1) passing the General Education Development (GED) Test; 2) completion of 12 semester units of college-level work; 3) certification from the State Department of Education, a local school board, or high school authorities that the competitor is considered to have education equivalent to graduation from high school; or 4) for clerical and accounting classes, substitution of business college work in place of high school on a year-for-year basis.

Accepted applicants must provide proof of identification at each in-person test session. Acceptable identification consists of a photo identification card or two forms of signed identification.