Outreach Specialist

firsthand Health•New York, NY

2d•Remote

About The Position

firsthand supports individuals living with SMI (serious mental illness) through a holistic approach involving peer recovery specialists, benefits specialists, and clinicians. The company focuses on meeting individuals where they are, acting as trusted guides to help them achieve better health and reconnect with necessary healthcare while minimizing inappropriate utilization. firsthand aims to change societal support for those most impacted by SMI by employing passionate problem-solvers. The company culture emphasizes purpose-driven work, continuous learning, creativity, and fun. The Outreach Specialist role is a new position focused on making initial contact with new individuals and connecting them to their local Peer Recovery Specialists (firsthand Guides). This role is performed telephonically or remotely and partners with the firsthand care team, Managers of Community Operations (MCOs), and local firsthand Guides to ensure individuals understand the care model and are connected for long-term engagement.

Requirements

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 a multidisciplinary team.
Demonstrated mastery with technical tools like smartphones, email, messaging services, and apps.
Openness to receiving feedback and a commitment to professional growth.
Lived experience with SMI and/or SUD and recovery.
State Peer Recovery certification, or eligibility and willingness to obtain certification within six (6) months of employment.
Team members will complete a paid training period prior to serving individuals and must pass assessments to move forward.

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 (e.g., mental health and drug courts).
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.
Interest in gaining a Community Health Worker (CHW) Credential after hire, or already holds one.

Responsibilities

Perform initial and ongoing telephonic outreach to individuals and community providers.
Support individuals' health needs by scheduling appointments with the local team, such as an initial engagement session.
Build trust and relationships by addressing immediate needs and empowering individuals to identify and pursue personal recovery goals by teaching them about the firsthand care model.
Serve as the primary point-of-contact, using advanced engagement techniques to facilitate ongoing connection and engagement in supportive services.
Provide timely and thorough documentation of encounters and participate in case reviews and team collaboration, as needed.
Participate in ongoing training and professional development.
Understand that the role will constantly evolve as firsthand learns and grows.

Benefits

Base compensation
Equity (or a special incentive program for clinical roles)
Performance bonus potential
Physical and mental health benefits
Dental insurance
Vision insurance
401(k) with a match
16 weeks parental leave for either parent
15 days/year vacation in your first year (increases to 20 days/year in your second year and beyond)
Supportive and inclusive culture