PSC—Hosted by the US Department of Health & Human Services
DELIVERING FEE-FOR-SERVICES SUPPORT.
HHS/PSC/FUTREND TECHNOLOGY, FEDERAL COMMUNICATIONS SPECIALIST, ROCKVILLE, MD (March 2015 – June 2016)
Created and oversaw change management communications and project initiatives for the Program Support Center. Crafted, reviewed and updated online and print materials for internal and external audiences while ensuring key messages were consistently conveyed. Managed, produced and executed web content, print and digital materials. Created, updated and monitored external communications strategies and plans. Created presentations and supporting materials—handouts, invitations, talking points, webinars, PowerPoint presentations, signage. When creating and coordinating distribution of online and print materials, I served as technical and written authority to ensure adherence to Section 508 compliance, Plain Language, and enforce best practices for web writing and design. Provided editorial support for Service Director, Branch Chiefs, Contract Specialists and Office of the Director. Performed rewrites of official documents and collateral. Researched, interviewed, organized, coordinated reviews, wrote, revised and cleared items produced throughout HHS.
PSC Tasks & Achievements
PSC Acquisitions Update Quarterly Newsletter
Created, developed and published first ever PSC Acquisitions Update quarterly newsletter – Vol. 1 & Vol. 2
Designed layout of Acquisitions Update prototype in Microsoft Publisher
Created the voice for PSC Acquisitions Update newsletter
Adherence to 508 compliancy
Edited, rewrote, updated and released newsletter to HHS customers
PSC Broadcast News
Collaborated with the Office of the Director on content creation and development of articles for PSC’s internal newsletter
Researched and wrote articles for inclusion in PSC’s Broadcast News eNews
Outreached to employees to be featured in Employee Spotlight article
Interviewed noteworthy federal employees for the Employee Spotlight article
Created, wrote, edited and proofread Employee Spotlight article and submitted to PSC’s John Moynihan
Collected and developed a system to document PSC’s Customer Kudos and peer recognition
PSC employee morale was lifted as a result of positive Customer Kudos acknowledgement and Employee Spotlight articles
Interviewed, wrote and edited Earl Pinto’s Service Director Spotlight article for PSC’s Broadcast News eNews
Business Development Support
Assisted with PSC’s Business Development department
Reviewed, edited and updated acquisition and guidance documents for inclusion online
Edited and reviewed PSC’s 2016 Acquisition Due Dates document
Collaborated with OD’s Management Analyst to ensure appropriate AMS materials are properly placed and available on website for customer’s easy access
Ensured up-to-date Customer Testimonials were included on the Acquisitions homepage on PSC.GOV
Created a Point of Contact box on the Acquisitions homepage that included contact names, phone numbers, a PSC-owned acquisitions email address (acquisitions@psc.hhs.gov) rates and cancellation fees
Blue Sky Communications
Served as AMS’ point of contact for the Blue Sky Project – PSC’s innovative lab, where employees submit creative ideas to improve a process, increase business and create a service
Suggested design and layout options for Blue Sky Project
Suggested, edited and submitted copy options for Blue Sky Project
Copy options were incorporated into the Blue Sky Project emails and posters
Biweekly High-Priority Status Update & Emails
PSC’s Biweekly High-Priority Status Update email report has received widespread praise from customers and directors alike
Futrend has devised, designed and implemented the biweekly status update on all high-priority actions as well as a link to the AAP module showing assigned specialist for requisitions which have been submitted
Designed, edited, updated and released emails to customers on a biweekly basis
Created the standards for the High-Priority Status Update emails (design, layout, copy, voice), plus maintains and updates the customer contact list
Brown Bag Luncheon
Launched, designed and implemented PSC’s Brown Bag Luncheon
Contacted PSC employees every week for participation in the luncheon
Purpose was to review Employee Viewpoint Survey results, ask questions, receive feedback and create a plan of attack to address employee thoughts and concerns to raise morale
Improved Employee Viewpoint scores and boost morale
Customer Communications
Drafted a communications plan to improve PSC’s services to ACF
Designed and formatted the PowerPoint document, while adhering to taxonomy
Devised, created, produced, edited, reviewed and updated all copy included in the Communications Plan
Created the voice for the Communications Plan
Attended meetings with the Service Director at ACF’s downtown office
Recorded minutes, created notes and submitted a meeting recap
Oversaw, reviewed and edited PSC’s Customer Survey
Weekly Point of Contact calls with customers
Service Director Duties
Helped director with administrative activities (conferences, forms, 520’s, meetings, speaking engagements)
Assisted with administrative backup coverage (answers phones, schedules meetings and appointments, signs for packages, greets and escorts visitors)
Created signage and marketing materials for conferences and meetings
Created and executed talking points for All Hands meetings
Created and executed meeting agendas
Offered brainstorming, creative, editing, proofreading and production support for all projects – internal or external
Created and edits PowerPoint presentations and Excel spreadsheets
Created initial Acquisitions Flowchart
MIPR/IAAS
Supported Branch Chief with MIPRs, chargebacks and IAA Module
Collaborated with billing department to ensure bills are received and paid on time
Collaborated with billing department to correct billing issues and reissue a new bill if incorrect
Helped PSC uncover and receive over $1 million in lost funds