High Intensity Case Manager (RISE Guide)
Firsthand
$26 / hour
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Description
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
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.
Benefits
- 401(k)
- stock options
- parental leave
- bonus
About this role
Firsthand is seeking a High Intensity Case Manager (RISE Guide) to work with individuals living with serious mental illness who require the most intensive support the organization provides. You'll manage a small, high-touch caseload in the Richmond area, meeting clients multiple times per week in their communities—homes, hospitals, and other settings where they live. The work centers on post-discharge stabilization after psychiatric hospitalization, substance use disorder coordination, medication adherence support, and problem-solving around housing, transportation, and other barriers to care. You'll participate in daily team huddles and potentially after-hours crisis response, always working to build trust and prevent the crises that derail recovery.
This role is designed for someone with lived experience of serious mental illness and/or substance use disorder and at least two years of demonstrated recovery time. You'll need strong interpersonal skills, comfort advocating in high-stress healthcare settings like emergency rooms, and the ability to stay grounded while navigating complex situations. Training or certification in de-escalation (such as CPI or Mental Health First Aid) is required or you must be willing to complete it. The organization will provide paid training before you begin serving individuals, and they expect you to pursue a Community Health Worker credential after hire.
You should be comfortable spending 80 percent or more of your time in the field rather than an office, have a valid driver's license and reliable transportation, and be ready to work collaboratively with clinicians and other specialists. The position is full-time and hybrid, based in Richmond, Virginia, at $26 per hour.
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Pay for this role
$26 per hour
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