Tiffany McClain
Boston
Summary
Dynamic case manager with a track record of success at Pine Street Inn, specializing in crisis intervention and resource navigation. Expertise in creating tailored care plans that improve client stability and satisfaction. Recognized for fostering strong relationships and collaborating with multidisciplinary teams to deliver positive outcomes for diverse populations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Case Manager
Pine Street Inn
Boston
05.2025 - Current
- Managed diverse caseload of up to 30 clients through regular follow-ups, advocacy, and solution-focused support, fostering strong client relationships.
- Coordinated comprehensive care plans by assessing client needs, setting measurable goals, and connecting individuals to essential resources, enhancing client stability and satisfaction.
- Collaborate with multidisciplinary teams—including social workers, clinicians, medical providers, and community partners—to streamline services and enhance client outcomes.
- Conducted ongoing evaluations and progress reviews to adjust care plans and proactively address emerging barriers.
- Provide crisis intervention, utilizing de-escalation and conflict‑resolution strategies to promote client safety and reduce critical incidents.
Client Services & Administrative Support
H&R Block
Framingham
01.2016 - 04.2025
- Acted as primary client liaison, providing high-quality support and satisfaction with services.
- Coordinated appointment scheduling, calendars, and communication for clients and staff to ensure seamless service delivery.
- Streamlined organization and maintenance of databases, records, and sensitive client information to enhance data retrieval and security.
- Created and implemented an efficient filing system that improved departmental workflow and accessibility of information.
Recovery Specialist / Administrative Assistant
South Middlesex Opportunity Council (SMOC)
Framingham
07.2021 - 10.2024
- Ensured strict compliance with HIPAA standards while maintaining detailed, confidential client records.
- Documented case management activities, enhancing accurate reporting and ensuring continuity of care.
- Monitored client engagement in treatment services and addressed attendance or participation concerns.
- Conducted needs assessments and developed individualized recovery plans tailored to client goals.
- Provided compassionate, empathetic face-to-face support to individuals with substance use and co-occurring disorders.
- Demonstrated cultural and linguistic sensitivity to diverse client populations.
- Coordinated services with community organizations and treatment providers, improving access to comprehensive care for clients.
- Delivered ongoing counseling and resource navigation, empowering individuals struggling with substance use to pursue recovery.
- Created treatment plans, facilitated referrals, and connected clients and families to appropriate behavioral health resources.
Data Analyst / Customer Support Specialist
Definitive Healthcare
Framingham
02.2017 - 01.2023
- Achieved high customer satisfaction through proactive, one-call resolutions.
- Delivered positive customer experiences through extensive product knowledge and professional communication.
- Responded to customer inquiries via phone and email, delivering timely product information and support.
- Fulfilled requests for information and product details, ensuring prompt and accurate service.
- Contacted customers post-sale to recommend additional services, increasing retention rates.
Education
High School Diploma -
West Roxbury High School
West Roxbury, MASkills
- Case Management
- Crisis Intervention
- Client Advocacy
- Motivational Interviewing
- Trauma-Informed Care
- Harm Reduction
- Crisis Management
- Resource Navigation
- Care Coordination
- Case Documentation
- Client Support
- Case Tracking
- Progress Assessment
- Intervention Plans
- Eligibility Assessment
- Risk Assessment
- Patient Assessment
- Treatment Planning
- Case Needs Assessment
- Home Inspections
- Case Planning
- Case Management Tracking
- Medical Records Management
- Health Documentation
- Reporting Documentation
- Microsoft Excel
- Microsoft PowerPoint
- Information Organization
- Data Management
- Scheduling
- Calendar Management
- Client Engagement
- Professional Demeanor
- Client Correspondence
- Case File Management
- Crisis Intervention
- Community Outreach
- Conflict Resolution
- Problem-Solving
- Problem Resolution
- Effective Communication
- Cultural Sensitivity
- Professional Demeanor
- Empathy and Compassion
- Building Relationships
- Relationship Management
- Time Management
- Multitasking Organization
- De-escalation
- Ethical Judgment
- Report Writing
- Case Tracking
- Case needs assessment
- Treatment Planning
- Home inspections
- Case management
- Report writing
- Patient assistance
- Empathy and compassion
- Building relationships
- Multitasking organization
Certification
- Hoarding Disorder Training
- Motivational Interviewing
- Harm Reduction
- Trauma-Informed Care
- CPI (Crisis Prevention Intervention)
- CPR/First Aid
- Managing Conflict & Confrontation at Work
Role Highlights
- Conducted housing assessments, gathered documentation, and coordinated referrals through community partners.
- Prepared clients for housing interviews and unit viewings; supported application packets and appeals.
- Built relationships with landlords/property managers; coached clients on tenancy skills and retention.
Timeline
Case Manager
Pine Street Inn
05.2025 - Current
Recovery Specialist / Administrative Assistant
South Middlesex Opportunity Council (SMOC)
07.2021 - 10.2024
Data Analyst / Customer Support Specialist
Definitive Healthcare
02.2017 - 01.2023
Client Services & Administrative Support
H&R Block
01.2016 - 04.2025
High School Diploma -
West Roxbury High School