High Intensity Case Manager (RISE Guide)
Posted Updated
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. Because of that, we have many Peer Recovery Specialists / Case Managers that play a critical role in both outreach and long term engagement, supporting individuals living with SMI to achieve and maintain both behavioral and physical wellness. Internally, we refer to this important role as a firsthand Guide (fG). Some of our individuals will benefit from a higher intensity level of care than others, and to support those individuals, we have another Peer Recovery Specialist / Case Manager role: our RISE Population Guides (RISE guides).
Our RISE Guides will focus uniquely on supporting our individuals who need the highest level of care we provide at firsthand, often engaging and supporting them multiple times a week (or a day!). This is a role that will be performed in Community, working alongside our CORE firsthand guides, but serving a different panel of individuals than our core Community team.
As a RISE Guide, you will:
Support a small, high-touch panel of individuals, providing comprehensive hybrid support (in-person and virtual) tailored to complex acuity levels to:
- Provide intensive post-discharge management and transitions of care, ensuring stability post psychiatric hospitalization and supporting them, ideally with in-hospital engagement and discharge planning
- Coordinate and support their Substance Use Disorder treatment plan, if applicable
- Support individuals in navigating their relationship with medications, including identifying and addressing barriers to adherence and facilitating communication with their prescribing team
- Develop a deep understanding of the individual’s supports and triggers for deterioration, and be able to quickly develop safety & action planning to support them
- Co-navigate systemic barriers alongside individuals to ensure they are able to access care, including appointments, transportation, enrollment into care services, and more
- Actively problem solve and own to resolve social challenges, such as housing, food, transportation
- Participate in daily huddles and regularIPRs to ensure a coordinated approach for RISE individuals
- Potentially participate in (Post-Pilot) after-hours rotation to support individuals experiencing a crisis or urgent need outside of standard business hours.
- Maintain engagement and build a trusting relationship with their individual, supporting them with empathy and assistance with problem solving
- Support our individual, and our broader RISE care team, with ensuring our individuals avoid any sentinel, traumatic events – leading to better clinical outcomes and quality of life
RISE guides should have:
- Empathy, compassion, and approachability
- Excellent listening, communication, and interpersonal skills
- Personal knowledge of recovery and/or behavioral health
- Patience, persistence and a desire to help individuals experiencing SMI and/or SUD on their wellness journey
- Comfort working collaboratively within multidisciplinary teams, including clinicians
- Comfort or willingness to be an advocate for individuals in acute healthcare settings such as ERs and hospitals.
- Strong personal boundaries and the ability to navigate high-stress situations while maintaining a calm, grounded presence
- Demonstrated mastery with technical tools like smart phones, email, messaging services, and apps
- 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 and recovery
- Two (2) years demonstrated recovery time from a mental health and/or substance abuse disorder at the date of application
- Agreement to complete a paid training period prior to serving individuals and pass assessments to move forward
- Interest in gaining a Community Health Worker (CHW) Credential after hire, or already holds certification
- Training or experience in de-escalation techniques (e.g., CPI, Mental Health First Aid) or a willingness to be trained in these methods
Bonus points for:
- Certified Case Manager (CCM) Certification
- Experience with direct in-person 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)
- Ability to thrive in a mobile environment, spending 80%+ of your time in the community (homes, hospitals, streets) rather than an office
- Eagerness to expand knowledge about a broad range of health conditions
- 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
Hourly Pay Rate:
$26—$26 USD
We firmly believe that great candidates for this role may not meet 100% of the criteria listed in this posting. We encourage you to apply anyway - we look forward to begin getting to know you.
Benefits
Our full-time compensation package includes a base salary, equity, and performance bonus potential, supported by comprehensive health, dental, vision, and mental wellness coverage. We offer a 401(k) with company match and 16 weeks of paid parental leave for both parents. In your first year, you will accrue 120 hours of vacation annually (4.62 hours per pay period), which steps up to 160 hours annually (6.15 hours per pay period) after one year—all within a welcoming, inclusive culture.
Vaccination Policy
Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law.
New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed.
Unfortunately, we are not able to offer sponsorship at this time.
firsthand Health will only contact candidates from email addresses ending in @. Any communication from another domain claiming to represent firsthand is fraudulent. We will never ask for payment or sensitive financial information during the hiring process. If you receive suspicious outreach, please do not respond.
Skills
As published by greenhouse · 14 questions · 2 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (3)
- Preferred First Name optional
- What are your base compensation expectations?
- What is the earliest date you would be able to start with firsthand?
Pick from a list (9)
- Please indicate your preferred pronouns optional
- Please indicate your preferred pronouns optional
- Will you now or in future require sponsorship to work in the U.S.?
- Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law. New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed.
- Background disclosure: firsthand recognizes that many employees are actively in recovery and we focus on the person you are today, not the person you may have been previously. Your lived experience is what makes a difference. With that said, firsthand has policies in place that help us best maintain a safe environment for our staff and the individuals that we serve. Employment is, therefore, contingent upon satisfying our background check requirements, which includes, among other things, a driving record check (for community roles) to confirm automobile insurability under firsthand's coverage. Please confirm that you've read the above. If you have any questions, please reach out to talent@firsthandcares.com.
- How many years of your own personal lived experience do you have with SMI/SUD, excluding work experience or experiences related to family members?
- Are you a Certified Peer Recovery Supporter or have the qualifications to get certified?
- Do you have at least a GED or high school diploma?
- Do you have a valid driver's license?
Written answers (2)
- A large part of this role is outreach - what are some ways you build trust with new people? How do you think peer support can help individuals improve their overall health? optional
- Is there anything else you'd like to share with our team? optional