We named our company firsthand because we believe that lived, or “firsthand,” experience is invaluable for gaining trust and building meaningful relationships. While we are listing this role externally as Peer Recovery Specialist—a widely recognized term—internally we refer to this important role as firsthand Guide (fG), or a Core Guide. In our peer-led model, fGs play a critical role in outreach and engagement, supporting individuals living with SMI to achieve and maintain both behavioral and physical wellness. Trust is at the heart of everything we do, and fGs are uniquely empowered to connect with people who have disengaged from—or never accessed—the services and supports that can improve their quality of life. This role carries the expertise of a Peer Recovery Specialist, but with our distinctive approach and mission woven into every interaction.

The Core Guide partners closely with other members of the firsthand Care Team to drive whole health wellness. This includes working closely with clinicians and other support team members to ensure individuals get the support they need. fGs act as the point of contact for individuals, helping them schedule appointments, advocate for their needs and set and achieve goals.

As a Core Guide, you will:

• Conduct community outreach to individuals with SMI in homes, community locations, and care settings like shelters, hospitals, and emergency departments
• Support individuals health needs by scheduling appointments, taking vitals, ensuring clinical visits are attended and completed, and assisting with telehealth access
• Build trust and relationships by addressing immediate needs and empowering individuals to identify and pursue personal recovery goals
• Serve as the primary point-of-contact, using advanced engagement techniques to facilitate ongoing connection and engagement in supportive services
• Help  address social determinants of health, facilitating access to benefits, resources, and transportation
• Assist with care coordination, advocating for individual goals, accompanying individuals to appointments, and addressing post-discharge needs
• Provide timely and thorough documentation of encounters and participate in case reviews and team collaboration
• Perform initial and ongoing telephonic outreach
• Participate in ongoing training and professional development
• Understand that as firsthand learns and grows, your role will constantly evolve. This job description represents many key elements of this role, but they are subject to change

Core Guides should have:

• Empathy, compassion, and approachability 
• Excellent listening, communication, and interpersonal skills
• Personal knowledge of recovery
• Patience, persistence and a desire to help individuals experiencing SMI and/or SUD on their wellness journey
• Comfort working collaboratively within multidisciplinary team
• Basic proficiency with smartphone and computer technology 
• Openness to receiving feedback and a commitment to professional growth

The required experience you bring to this role includes:

Lived experience with SMI and/or SUD

• State Peer Recovery certification, or eligibility and willingness to obtain certification within six (6) months of employment
• Valid driver’s license in good standing, with the ability to operate a vehicle (company vehicle may be provided) and eligibility to drive under the company’s insurance policy
• Demonstrated proficiency with technical tools like email, messaging services, and apps
• Two (2) years demonstrated recovery time from a mental health and/or substance abuse disorder at the date of application
• Team members will complete a paid training period prior to serving individuals and must pass assessments to move forward. 
• Ability to work Monday - Friday 8:30 am - 4:30 pm

Bonus points for:

• Experience with direct in-person outreach and engagement for individuals with SMI and SUD
• Expertise in recovery education and coaching
• Understanding of whole health and trauma-informed approaches to peer support
• Familiarity with local community resources, behavioral health systems, and the criminal justice system (e.g., mental health and drug courts)
• Eagerness to expand knowledge about a broad range of health conditions
• Interest in gaining a Community Health Worker (CHW) Credential after hire, or already holds one

Manager, Community Operations
The Manager, Community Operations is responsible for the operation of firsthand’s market-level community-based staff, ensuring consistent, scalable, person-centric approaches by the community teams across the market. The Manager, Community Operations ensures firsthand’s teams are effective in outreach, trust-building, engagement, benefits navigation, and clinical review for engaged individuals. This is a supervisory role with direct responsibility for hiring and oversight of team performance.

The Manager, Community Operations must be able to work in the community, meeting individuals where they are, and be comfortable working in non-traditional settings and unstructured environments. Experience supervising peer recovery specialists and/or community behavioral health staff is preferred.

Job Specifics
As Manager, Community Operations, you will:

• Lead, motivate, and inspire community teams of peers, social workers, and clinicians deeply dedicated to firsthand’s mission
• Be accountable for the success of the Community Team and engage in the coordination activities of community-based team members - Includes direct supervision of community team members
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves
• Work with Senior Director, Operations) to expand firsthand’s local community presence and referral network with best-in-class CMHCs, FQHCs, health systems, and other local care providers
• Support the management of individual and team performance to OKRs, effectively coaching community-based staff
• Communicate key information, progress, and pain points to both internal staff and external partners
• Lead recruitment of community-based staff in collaboration with the People team
• Collaborate with the People Team and Learning and Development team to manage the development, coaching, training, and performance of community-based staff
• Collaborate across multidisciplinary teams, including clinicians, operations, and support staff, to drive integrated care and improve service delivery.

You will be a good fit if you have:

• Exceptional interpersonal and communication skills, especially in working collaboratively with community-based staff and local providers
• Excellent organizational, project management, and problem-solving skills, with a team-focused and continuous improvement orientation
• Strong management and supervisory skills, including organizing and leading initiatives
• Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and its members
• Openness in sharing best practices and challenges with operational leadership team
• Direct community experience working with individuals living with SMI
• Proficiency with Google Office suite, Slack, and Client Relationship Management (CRM) programs

The experience you bring to this role includes:
Required:

• Minimum five years' experience in a healthcare-focused business (preferably leading community-based teams)
• Minimum of three years of direct supervisory experience (managing certified peer recovery specialists or similar staff with lived experience) - making hiring decisions,
  managing team member performance, etc.
• Experience working in a multidisciplinary setting, leveraging diverse expertise to provide holistic care
• Experience in an early-stage startup is strongly preferred 
• Ability to operate a vehicle, including a driver’s license that is active and in good standing; must be eligible to drive under Company insurance policy