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. Because of that, we have many Peer Recovery Specialists 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 role: our RISE Population Guides (RISE guides).

Our RISE Guides carry much of the same expertise as a Peer Recovery Specialist, however they 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