Case Manager (CORE Guide)

firsthand Health • Grand Rapids, MI

1d

About The Position

The Case Manager, internally referred to as a Core Guide or firsthand Guide (fG), is a peer-led role supporting individuals living with serious mental illness (SMI) and/or substance use disorder (SUD). Core Guides use lived experience to build trust, engage individuals who may be disconnected from services, and help them pursue behavioral and physical wellness. They partner with clinicians and other firsthand Care Team members to coordinate whole-health support, connect people with services, and advocate for individuals’ needs and recovery goals. The role includes community-based and telephonic outreach, appointment support, care coordination, resource navigation, and documentation. The position’s responsibilities may evolve as firsthand grows.

Team members complete a paid training period and must pass assessments before serving individuals. Employment is contingent on attesting to medical clearance requirements, including applicable vaccinations or approved accommodations. Sponsorship is not available.

Requirements

• Lived experience with SMI and/or SUD.
• Must hold or obtain active credentialing as a National Certified Peer Recovery Support Specialist (NCPRSS) through NAADAC. The candidate must apply and have the 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, ability to operate a vehicle (a company vehicle may be provided), and eligibility to drive under the company’s insurance policy.
• Demonstrated proficiency with technical tools such as email, messaging services, and apps.
• Two years of demonstrated recovery time from a mental health and/or substance abuse disorder at the date of application.
• 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 receiving feedback and commitment to professional growth.
• Must complete paid training and pass assessments before serving individuals.

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, such as 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, and care settings such as shelters, hospitals, and emergency departments.
• Support individuals’ health needs by scheduling appointments, 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 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.

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 vacation accrued annually in the first year, increasing to 160 hours annually after one year.
• Welcoming, inclusive culture.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed