Peer Counselor (CORE Guide)

firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun. We named our company firsthand because we believe that lived, or “firsthand,” experience is invaluable for gaining trust and building meaningful relationships. While we are listing this role externally as Peer Recovery Specialist—a widely recognized term—internally we refer to this important role as firsthand Guide (fG), or a Core Guide. In our peer-led model, fGs play a critical role in outreach and engagement, supporting individuals living with SMI to achieve and maintain both behavioral and physical wellness. Trust is at the heart of everything we do, and fGs are uniquely empowered to connect with people who have disengaged from—or never accessed—the services and supports that can improve their quality of life. This role carries the expertise of a Peer Recovery Specialist, but with our distinctive approach and mission woven into every interaction. The Core Guide partners closely with other members of the firsthand Care Team to drive whole health wellness. This includes working closely with clinicians and other support team members to ensure individuals get the support they need. fGs act as the point of contact for individuals, helping them schedule appointments, advocate for their needs and set and achieve goals. As a Core Guide, you will: Conduct community outreach to individuals with SMI in homes, community locations, and care settings like shelters, hospitals, and emergency departments Support individuals health needs by scheduling appointments, taking vitals, 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 facilitate ongoing connection and engagement in supportive services Help address social determinants of health, facilitating access to benefits, resources, and transportation Assist with care coordination, advocating for individual goals, accompanying individuals to appointments, and addressing post-discharge needs Provide timely and thorough documentation of encounters and participate in case reviews and team collaboration Perform initial and ongoing telephonic outreach Participate in ongoing training and professional development Understand that as firsthand learns and grows, your role will constantly evolve. This job description represents many key elements of this role, but they are subject to change Core Guides should have: 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 multidisciplinary team Basic proficiency with smartphone and computer technology Openness to receiving feedback and a commitment to professional growth The required experie