Support the U.S. Citizenship and Immigration Services (USCIS) Service Center Operations Directorate (SCOPS) by leading and driving the planning, development, and delivery of training projects critical to the organization's mission. Collaborate with SCOPS leadership and subject matter experts to create training materials, assessments, and administrative documentation for training programs.

Write, edit, and proofread content for diverse range of fields, including real estate, healthcare, electricity, business, STEM, human services, government, and nonprofit administration.Utilize Upwork to identify potential clients and projects, consistently receiving 5-star ratings. Completed 52 jobs in 460 hours to earn more than $10,000.Review content for accuracy and consistency in accordance with a variety of style manuals: Associated Press (AP), American Psychological Association (APA), Modern Languages Association (MLA), and Chicago Manual of Style.Improve web content, including online articles, social media messages, and blog posts, for search engine optimization (SEO) and readability.Deliver content consistently within or ahead of deadlines with high degree of accuracy.Manage client relationships and content assignments utilizing various project management tools: Microsoft Excel, Smartsheet, Google Sheets, and Airtable.

Direct and coordinate activities of department staff involved with analyzing Iowa state tax forms and related correspondence.Manage updates and provide oversight to more than 250 Iowa state tax returns, schedules, and instructions for all tax types: corporation, fiduciary, fuel, individual, inheritance, sales and use, withholding, and more. Serve as control point in collaboration with policy directors, subject matter experts (SMEs) in various tax types, legal services and appeals, local government services, and tax management to ensure established processes are followed for making changes and updates to tax forms related to legislation, system updates, and procedural improvements. Coordinate and monitor activities of more than 10 cross-functional teams engaged in analyzing tax forms to increase content effectiveness and ensure usability and ADA compliance.Establish work plans for forms and correspondence management activities and determine resource needs.Serve as department subject matter expert in development and implementation of forms review. Maintain forms style guide, in accordance with department branding guide, reviewing annually and proposing any needed revisions to Standing Steering Committee.Coordinate final proofreading for all forms-related documents and correspondence.

Analyzed and interpreted federal and state legislation to determine programmatic and financial impact on Iowa Child Support Services program.Developed and submitted comments to proposed state and federal legislation on behalf of the program; and drafted legislative amendments and administrative rules.Provided direct technical expertise in legislative analysis to a variety of internal and external partners.Collected data and prepared reports in response to legislative directives and inquiries.Represented Iowa Child Support Services at meetings of various legislative committees and the Administrative Rules Review Committee.Acted as confidentiality subject matter expert and ensured compliance with federal and state confidentiality laws; drafted policies and procedures to ensure confidentiality requirements were met; created and conducted training for program staff, including management and legal staff.Ensured compliance with federal requirements by monitoring, updating, and e-filing an annual state plan.

Supervised team of 5-8 instructional designers who designed and developed training for Iowa Child Support Services employees; held weekly team meetings with monthly 1:1 mentoring. Managed wide range of instructional activities utilizing different delivery methods (face-to-face, virtual classroom, e-learning, blended learning) to create engaging and effective learning experiences.Utilized Smartsheet as project management tool to track 20+ projects across full lifecycle (analysis, design, development, delivery, evaluation, and revision); provided monthly status reports to program leaders.Developed training needs analysis tools, quantitative and qualitative assessment methods, and evaluation tools as part of ADDIE instructional design process. Interpreted state and federal laws, rules, and policies and advised instructional designers on how to translate complex, technical information into effective training materials.Wrote, edited, and proofread technical content, including e-learning modules and web content, desk aids, business procedures, job aids, policy statements, and screenshot guides.Researched, identified, collected, and shared current and future best practices in project management, instructional design, and adult learning. Monitored and reported on trends in child support enforcement, training, and technical writing.Researched and vetted content authoring tools and learning management systems based on needs of instructional designers, learners, and stakeholders.Co-created nationwide consortium of child support trainers to share best practices in instructional design and adult learning while promoting networking opportunities through quarterly meetings and newsletters.Screened and interviewed potential job candidates and provided onboarding and mentoring for new instructional design staff.Presented at national child support conferences on various topics, including instructional design, adult learning, and workplace engagement.

Assisted in customizing ADDIE (Analysis, Design, Development, Implement, and Evaluate) training model to create educational materials for Iowa Child Support Services employees.Redesigned courses, developed course content and curricula, and created training materials such as teaching manuals and student guides to facilitate effective knowledge acquisition.Led design and development of training projects related to system and legislative changes, process improvement, and compliance. Collaborated with policy experts and field staff to gather requirements of instructional design projects and determine needs, content, and desired outcomes.Developed expertise in variety of authoring tools (Microsoft PowerPoint, Adobe Captivate, Articulate 360, Audacity, Camtasia) to design, build, and deliver instructionally sound learning modules and other educational resources.Applied effective learning methodologies to analyze and evaluate integrity and audience appropriateness of instructional approach, materials, and intended delivery method.Assisted in creating policy statements, business procedures, and job aids using Microsoft Word and Visio as part of employee manual redesign. Worked independently and with guidance from leadership to design, develop, and support learning programs as assigned.

Taught composition, literature, and public speaking to first- and second-year students at tribal college.Employed diverse approaches to help students of all abilities understand material.Selected and prepared educational resources, taking account of students' interests and cultural backgrounds.Advised students in liberal arts program and undecided majors.Created instructional materials, including syllabi, course guides, lesson plans, PowerPoint presentations, e-learning content, handouts, and rubrics. Maintained course records in learning management system (Canvas), including course syllabus, weekly attendance, coursework, and grade book; input quizzes, tests, and assignment grades to allow students to check academic progress.Submitted course-level assessment reports at semester’s end.

Taught courses in first- and second-year writing curriculum, including composition and introduction to literature, as well as graduate-level course in scientific and technical writing.Sourced optimal curricula and developed lesson plans to fully cover target material for each course.Developed interesting lectures and educational activities to maximize learning within classroom.Evaluated students' abilities and grasp of key concepts, keeping appropriate records and preparing progress reports.

Taught courses in Developmental Writing, Organizational Communication, and Research and Argumentation. Co-taught a multidisciplinary course titled The Global Society.

Taught variety of courses spanning the first two years of the writing curriculum, including Developmental Writing, Composition I and II, Introduction to Literature, Business Writing, and Honors English. Taught ESL courses, including intensive Summer Institute.Taught graduate-level technical and professional writing.

Edited variety of content, including marketing and public relations materials as well as scientific articles. Wrote original content for organization.

Conducted interviews, wrote articles, and edited content for five monthly newsletters and special editions.Worked closely with subject matter experts.

Wrote and edited technical content used by tech support to troubleshoot customer issues.Created technical style guide for writers to utilize in content creation.