Tiffany Goffer-Fitz
Leominster,MA
Summary
Human Services leader with 17+ years of progressive experience overseeing residential, community-based, and statewide support programs within Massachusetts state agencies. Proven expertise in directing multi-site operations, supervising large interdisciplinary teams, strengthening regulatory compliance, and ensuring person-centered, trauma-informed services. Adept at crisis management, budget oversight, workforce training, and improving service delivery for individuals with intellectual and developmental disabilities. Known for driving quality, safety, and operational excellence across complex programs.
Overview
15
15
years of professional experience
Work History
Peer Support Manager (Program Manager IV)
Commonwealth of Massachusetts- DPPC
07.2022 - Current
- Direct operational and administrative oversight of a statewide trauma-informed Peer Support Program, ensuring compliance, service quality, and alignment with agency standards.
- Supervise, coach, and evaluate Peer Support staff; implement development plans that improved performance and consistency across service delivery.
- Lead onboarding, training, and integration of new hires to maintain a well-prepared workforce and compliance with mandatory state training requirements.
- Coordinated training sessions for staff to improve peer support skills and promote effective communication techniques
- Create program materials, outreach resources, and educational content used for statewide and national presentations and workshops.
- Improve workflow efficiency by redesigning support processes, reducing response times and increasing service accessibility for individuals and families.
Human Service Coordinator
Commonwealth of Massachusetts- DDS
04.2014 - 07.2022
- Coordinated residential, home, and day support services for adults with Intellectual and Developmental Disabilities, ensuring health, safety, and regulatory compliance.
- Created, updated, and monitored all Individual Service Plans (ISPs), completing documentation within required timeframes.
- Collaborated with families, guardians, clinicians, and provider agencies to ensure person-centered, integrated services.
- Conducted crisis intervention and participated in risk-management meetings by analyzing incident reports and DPPC documentation.
- Ensured accurate completion of billing, records, and database entries in HCSIS and Meditech in alignment with DDS guidelines.
- Monitored onsite service delivery, performed home visits, and ensured provider compliance with safety and quality standards.
- Supported individuals through transitions, critical incidents, and complex behavioral or medical needs.
Individual Supports Program Director
Arc Of Opportunity
01.2012 - 04.2014
- Directed daily operations of the Individual Supports program, supervising staff, overseeing case management, and ensuring compliance with DDS standards.
- Managed program budgets, staffing ratios, and scheduling to maintain adequate coverage without exceeding fiscal targets.
- Trained and developed staff on updated DDS directives, best practices, and safety procedures, improving program consistency and quality.
- Oversaw regulatory documentation, residential files, accounts, and internal audits to maintain accurate and up-to-date records.
Residential Manager
Arc Of Opportunity
09.2010 - 01.2012
- Managed the operations of residential homes, supervising 15 staff and ensuring 24/7 quality care for individuals with ID/DD.
- Completed hiring, coaching, and evaluations to maintain a trained and effective workforce.
- Oversaw fiscal budgets, implemented efficient staffing schedules, and met regulatory and safety requirements.
- Ensured compliance with DDS regulations, keeping all files, documentation, and administrative records accurate and current.
Education
Master of Arts - Management
Cambridge College
Cambridge, Massachusetts, MA12-2026
Skills
Residential Services Management
Multi-Site Program Oversight
Staff Supervision
Crisis & Emergency Response (24/7 On-Call)
Budgeting & Fiscal Accountability
DDS Regulations & Compliance
ISP Development & Monitoring
HCSIS / Meditech Documentation
Labor Relations & Hiring
Trauma-Informed Support
Process Improvement & Workflow Design
Stakeholder & Family Engagement
Training & Workforce Development
Accomplishments
- Human Rights Officer
- 40-Hour Domestic Violence Training (Certificate)
- Developmental Disabilities & Sexuality: Educator/Trainer Certificate
- 40-Hour Sexuality Trainer (TOT) Series – Graduate
- Massachusetts Aspiring Supervisor Program – Graduate
- National Society of Leadership and Success – Member
Timeline
Peer Support Manager (Program Manager IV)
Commonwealth of Massachusetts- DPPC
07.2022 - Current
Human Service Coordinator
Commonwealth of Massachusetts- DDS
04.2014 - 07.2022
Individual Supports Program Director
Arc Of Opportunity
01.2012 - 04.2014
Residential Manager
Arc Of Opportunity
09.2010 - 01.2012
Master of Arts - Management
Cambridge College