Case Manager

Firsthand Guide (Core Guide)Firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. Firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.
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 departmentsSupport individuals health needs by scheduling appointments, ensuring clinical visits are attended and completed, and assisting with telehealth accessBuild trust and relationships by addressing immediate needs and empowering individuals to identify and pursue personal recovery goalsServe as the primary point-of-contact, using advanced engagement techniques to facilitate ongoing connection and engagement in supportive servicesHelp address social determinants of health, facilitating access to benefits, resources, and transportationAssist with care coordination, advocating for individual goals, accompanying individuals to appointments, and addressing post-discharge needsProvide timely and thorough documentation of encounters and participate in case reviews and team collaborationPerform initial and ongoing telephonic outreachParticipate in ongoing training and professional developmentUnderstand 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 changeCore Guides should have:Empathy, compassion, and approachabilityExcellent listening, communication, and interpersonal skillsPersonal knowledge of recoveryPatience, persistence and a desire to help individuals experiencing SMI and/or SUD on their wellness journeyComfort working collaboratively within multidisciplinary teamBasic proficiency with smartphone and computer technologyOpenness to receiving feedback and a commitment to professional growthThe required experience you bring to this role includes:Lived experience with SMI and/or SUDMust hold or obtain active credentialing as a National Certified Peer Recovery Support Specialist (NCPRSS) through NAADAC, the Association for Addiction Professionals. Must apply and have application in-process within 90 days to 6 months of hire, and achieve full certification within 1 year.
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 policyDemonstrated proficiency with technical tools like email, messaging services, and appsPersonal or family lived experience in recovery from Serious Mental Illness (SMI) or Substance Use Disorder (SUD), paired with the comfort and willingness to constructively share your journey with individuals.
Team members will complete a paid training period prior to serving individuals and must pass assessments to move forward.
Bonus points for:Experience with direct in-person ou