Paula K. Burns
DES MOINES,IA
Summary
Dynamic Business Communications Specialist at Wellmark Blue Cross and Blue Shield of Iowa, skilled in compliance management and stakeholder engagement. Proven track record in risk assessment and regulatory communication, effectively guiding teams through complex legislative changes. Adept at fostering collaboration and delivering impactful solutions that enhance operational efficiency.
Overview
32
32
years of professional experience
Work History
Business Communications Specialist
Wellmark Blue Cross And Blue Shield Of Iowa
Des Moines, Iowa
05.2025 - Current
- Ensure compliance with federal and state regulations in daily operations of Health Care Innovation Division.
- Provide guidance on risk assessment and mitigation strategies across divisional teams.
- Communicate regulatory changes effectively to all relevant stakeholders.
- Monitor industry trends in order to anticipate changing regulations and recommend necessary adjustments within the organization's operational framework.
- Provide guidance on new or revised legislation that affects company operations.
Program Manager (Contractor), U.S. Department of Homeland Security
FedWriters
Virginia, Virginia
02.2024 - 08.2025
- Managed a team of four in support of the U.S. Citizenship and Immigration Services (USCIS) Service Center Operations Directorate (SCOPS).
- Established training project governance, operating models, roles, and responsibilities in alignment with leadership.
- Coordinated project resources to ensure timely delivery of program milestones.
- Facilitated program meetings to discuss progress, challenges, and solutions.
- Generated and delivered reports, program review presentations and other program status updates.
Senior Technical Writer (Contractor), U.S. Department of Treasury
FedWriters
Fairfax, VA
08.2024 - 03.2025
- Coordinated with the Office of Taxpayer Correspondence to deliver improvements to IRS correspondence and related processes.
- Rewrote correspondence to be clear and concise, incorporating principles of human-centered design (HCD), accessibility, plain language, and behavioral insights.
- Designed new templates for documents to ensure standardization across materials.
- Developed a comprehensive guide for the effective rewriting of IRS correspondence, focusing on the principles of human-centered design (HCD), accessibility, plain language, and behavioral insights.
- Provided expert services to IRS employees and contractors rewriting correspondence to reflect HCD principles.
Remote
Freelance
Remote
01.2016 - 12.2024
- Created original copy for websites, brochures, newsletters, promotional materials, and more.
- Edited and revised content based on feedback to meet publication standards.
- Organized and tracked multiple projects to meet tight deadlines.
- Utilized digital tools for content management and optimization across channels.
- Managed multiple projects simultaneously, meeting tight deadlines effectively.
Management Analyst 3: Forms and Correspondence Program Manager
State of Iowa, Department of Revenue
Des Moines, Iowa
04.2023 - 02.2024
- Managed updates and provided oversight to more than 300 Iowa state tax returns, schedules, and instructions for all tax types: corporation, fiduciary, fuel, individual, inheritance, sales and use, withholding, and more.
- Served as a control point in collaboration with policy directors and SMEs in various tax types, legal services and appeals, local government services, and tax management to ensure that established processes were followed for making changes and updates to tax forms related to legislation, system updates, and procedural improvements.
- Coordinated and monitored activities of more than 10 cross-functional teams engaged in analyzing tax forms to increase content effectiveness and ensure usability and ADA compliance.
- Established work plans for forms and correspondence management activities, and determined resource needs.
- Coordinated final proofreading for all forms-related documents and correspondence.
Management Analyst 3: Legislative Analyst for Iowa Child Support Services
State of Iowa, Department of Health and Human Services
Des Moines, Iowa
05.2021 - 04.2023
- Analyzed and interpreted federal and state legislation to determine programmatic and fiscal impact.
- Developed and submitted comments to proposed state and federal legislation on program's behalf and drafted legislative amendments and administrative rules.
- Collected data and prepared reports in response to legislative directives and inquiries.
- Functioned as confidentiality SME 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.
Manager of Instructional Design, Child Welfare Research and Training Project
Iowa State University, Dept. of Human Development and Family Studies
Ames, USA
08.2017 - 05.2021
- Supervised team of 5-8 instructional designers who designed and developed training for state employees.
- 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 more than 20 projects across their 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 project evaluation tools as part of ADDIE instructional design process.
- Researched, identified, collected, and shared current and future best practices in project management, instructional design, e-learning, and adult learning.
Instructional Designer, Child Welfare Research and Training Project
Iowa State University, Dept. of Human Development and Family Studies
Ames, IA
05.2015 - 08.2017
- Aided in customizing ADDIE (Analysis, Design, Development, Implement, and Evaluate) training model to create educational materials for state 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, development, and evaluation 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.
- Applied effective learning methodologies to analyze and evaluate integrity and audience appropriateness of instructional approach, materials, and intended delivery method.
Education
M.A. - English
University of South Dakota
Vermillion, SD01.2007
M.A. - International Relations
University of Chicago
Chicago, IL01.1994
B.A. - Political Science
Iowa State University
Ames, IA01.1992
Skills
- Content development
- Project management
- Compliance management
- Risk assessment
- Policy writing
- Regulatory communication
- Team leadership
- Interpersonal communication
- Business writing
- Stakeholder engagement
Affiliations
- Member, Leadership Planning Committee, Iowa Child Support Services, 2020-23
- Chair, Professional Development Committee, Professional & Scientific Council, Iowa State University, 2020-21 Member, Professional & Scientific Council, 2019-21
- Member, Professional & Scientific Council Professional Development Conference Planning Committee, 2016-21
- Member, Curriculum Development Committee, Little Priest Tribal College, 2014-15
Accomplishments
- Professional & Scientific Council CYtation Award Recipient, 2016
- Faculty of the Year, Little Priest Tribal College, 2014-15
- Promising Young Writers, Des Moines Register, 2000
References
References available upon request.
Timeline
Business Communications Specialist
Wellmark Blue Cross And Blue Shield Of Iowa
05.2025 - Current
Senior Technical Writer (Contractor), U.S. Department of Treasury
FedWriters
08.2024 - 03.2025
Program Manager (Contractor), U.S. Department of Homeland Security
FedWriters
02.2024 - 08.2025
Management Analyst 3: Forms and Correspondence Program Manager
State of Iowa, Department of Revenue
04.2023 - 02.2024
Management Analyst 3: Legislative Analyst for Iowa Child Support Services
State of Iowa, Department of Health and Human Services
05.2021 - 04.2023
Manager of Instructional Design, Child Welfare Research and Training Project
Iowa State University, Dept. of Human Development and Family Studies
08.2017 - 05.2021
Remote
Freelance
01.2016 - 12.2024
Instructional Designer, Child Welfare Research and Training Project
Iowa State University, Dept. of Human Development and Family Studies
05.2015 - 08.2017
M.A. - English
University of South Dakota
M.A. - International Relations
University of Chicago
B.A. - Political Science
Iowa State University
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