Roanoke Times
Copyright (c) 1995, Landmark Communications, Inc.
DATE: MONDAY, April 16, 1990 TAG: 9004140302
SECTION: EXTRA PAGE: E-1 EDITION: METRO
SOURCE: TRACY WIMMER STAFF WRITER
DATELINE: LENGTH: Medium
She is the public relations director for the Internal Revenue Service's Richmond office.
This is what happens when you grow up a nice girl in Connecticut, major in history at Eastern Connecticut State University, get a master's degree in history from Rhode Island College, then move to Richmond.
"I think a lot of baby-boomers had the same idea," Linden-Brooks said by phone. "I think a lot of people really wanted to teach and there were simply no jobs. Then I saw the ad."
That's when it all started. The year was 1977, and the IRS was looking for a few good men and women to man their toll-free assistance lines.
Linden-Brooks took to the job like a lawyer to fine print. She liked what she was doing and did it better than most. And while the operators were primarily trained in individual tax law and employment tax law, most taxpayers always asked the same three questions at the same time every tax season:
1) How do I get my W-2 form?
2) How do I get an extension?
3) How do I check on my refund?
"I really felt like I was helping these people while combining my interest in teaching," Linden-Brooks said. "Then I virtually got to the point where I could answer even the most technical questions."
In 1980, Linden-Brooks was appointed the taxpayer education coordinator for Virginia, a fun job that allowed her to do tax assistance for the elderly in malls and libraries. She even instructed school children in the art of completing a tax return.
"We try to teach them confidence at a young age," she said. Fifteen months later, the public relations job came open.
The IRS doesn't spend a lot of money on public relations, she said, but it does spend time. During tax season, Linden-Brooks spends 40 percent of her time traveling around Virginia, continuing to educate taxpayers and working with the media. She is particularly proud of a two-hour special she helped complete that aired on public TV last winter.
"That only cost us $120,000 for production, but millions of people saw it," she said.
Linden-Brooks has a good feeling about Virginia taxpayers.
"Our taxation system is based on voluntary compliance," she said. "I think Virginians do take their responsibility seriously."
Linden-Brooks still doles out a lot of free tax assistance, often being approached by people wanting to know whether they should do their own taxes or have them prepared by a professional.
"That all depends on the person - on their knowledge, interest and income," she said. "If a person owns a business, then they should certainly get some assistance. And there are some people who have trouble with the 1040-EZ form. But there are also some people with some fairly complicated returns who enjoy doing their taxes. They make it into a puzzle."
It's been an interesting career, Linden-Brooks said. She's dealt with all kinds of people - like callers who had her wait on the telephone line to go outside and check their address, or the guy last week who called during a Norfolk talk show with one question: "When will my return come home?"
"I guess he thought it was lost," she said, trying not to laugh.
But the job does have its down side. When Linden-Brooks tells people she works for the IRS, they either stop talking and walk away or ask her advice.
"But I don't take it personally," she said. "I defend my organization because I know we are made up of hard-working people trying to do a good job . . . and to educate."
by CNB