Case Manager (CORE Guide)

firsthand Health•Akron, OH

About The Position

firsthand supports individuals living with serious mental illness (SMI) through a holistic, peer-led model that includes peer recovery specialists, benefits specialists, and clinicians. The role is externally listed as Peer Recovery Specialist and internally called firsthand Guide (fG) or Core Guide. Core Guides use lived experience to build trust, engage individuals who may be disconnected from services, and support behavioral and physical wellness. The Core Guide partners with clinicians and other members of the firsthand Care Team, serving as an individual’s primary point of contact. The role includes community outreach, appointment and care coordination, advocacy, support with personal recovery goals, and help accessing benefits, resources, and transportation. Guides document encounters, participate in case reviews and team collaboration, and complete ongoing training. The role may evolve as firsthand grows. Team members complete a paid training period and must pass assessments before serving individuals.

Requirements

Lived experience with SMI and/or SUD.
State Peer Recovery certification, or eligibility and willingness to obtain certification within six months of employment.
Valid driver’s license in good standing, ability to operate a vehicle, and eligibility to drive under the company’s insurance policy.
Proficiency with technical tools such as email, messaging services, and apps.
Personal or family lived experience in recovery from SMI or SUD, with comfort and willingness to constructively share that journey with individuals.
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 a multidisciplinary team.
Basic proficiency with smartphone and computer technology.
Openness to feedback and commitment to professional growth.

Nice To Haves

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, including mental health and drug courts.
Eagerness to expand knowledge about a broad range of health conditions.

Responsibilities

Conduct community outreach to individuals with SMI in homes, community locations, shelters, hospitals, and emergency departments.
Support individuals’ health needs by scheduling appointments, helping ensure 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 support ongoing connection with supportive services.
Help address social determinants of health by facilitating access to benefits, resources, and transportation.
Assist with care coordination, advocate for individual goals, accompany individuals to appointments, and address post-discharge needs.
Document encounters in a timely and thorough manner and participate in case reviews and team collaboration.
Perform initial and ongoing telephonic outreach.
Participate in ongoing training and professional development.
Complete paid training and pass assessments before serving individuals.

Benefits

Base salary, equity, and performance bonus potential.
Comprehensive health, dental, vision, and mental wellness coverage.
401(k) with company match.
16 weeks of paid parental leave for both parents.
120 hours of accrued vacation annually in the first year, increasing to 160 hours annually after one year.
Paid training period.

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