Case Manager (CORE Guide)

firsthand Health • Grand Rapids, MI

2d

About The Position

The Core Guide, internally called a firsthand Guide (fG) and externally listed as a Peer Recovery Specialist, supports individuals living with serious mental illness (SMI) and/or substance use disorder (SUD). The role uses lived experience to build trust, engage people who may be disconnected from services, and help them pursue behavioral and physical wellness. Core Guides partner with clinicians and other members of the firsthand Care Team, serving as a primary point of contact and helping individuals access care, set goals, and address immediate needs.

The position involves community-based outreach and care coordination, including in homes, community locations, shelters, hospitals, and emergency departments. Team members receive paid training and must pass assessments before serving individuals. The role is expected to evolve as the organization grows. Employment is contingent on meeting applicable medical clearance requirements, including vaccination or immunity requirements, subject to the company's accommodation review process. Sponsorship is not available.

Requirements

• Lived experience with SMI and/or SUD.
• Hold or obtain active National Certified Peer Recovery Support Specialist (NCPRSS) credentialing through NAADAC; apply and have the application in process within 90 days to 6 months of hire, and achieve full certification within one year.
• Valid driver's license in good standing, ability to operate a vehicle, and eligibility to drive under the company's insurance policy.
• Demonstrated proficiency with technical tools such as email, messaging services, and apps.
• At least 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 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, emergency departments, and other care settings.
• Help individuals address health needs by scheduling appointments, supporting attendance and completion of clinical visits, and assisting with telehealth access.
• Build trusting relationships by addressing immediate needs and empowering individuals to identify and pursue personal recovery goals.
• Serve as the primary point of contact and use advanced engagement techniques to support ongoing connection with services.
• Help address social determinants of health by facilitating access to benefits, resources, and transportation.
• Coordinate care, advocate for individual goals, accompany individuals to appointments, and address post-discharge needs.
• Document encounters promptly and thoroughly, and participate in case reviews and team collaboration.
• Conduct initial and ongoing telephonic outreach.
• Participate in ongoing training and professional development.
• Complete paid training and pass assessments before serving individuals.

Benefits

• Equity and potential performance bonus.
• 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 during the first year, increasing to 160 hours annually after one year.

What This Job Offers

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