Peer Recovery Supporter
Firsthand
Customer Service
Akron, OH, USA
Posted 6+ months ago
firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians, which focuses on meeting each individual where they are and walking with them side by side as a trusted guide, partner, and first call on their journey to wellness.
firsthand's team members use their lived experience to build trust with these individuals and support them in obtaining socio-economic assistance and in reconnecting to primary and behavioral care. Support like this creates substantial savings for managed care organizations (Medicaid providers) and taxpayers by decreasing inappropriate healthcare utilization. This enables us to build solutions that scale and, as a result, change 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 “first-hand,” experience is invaluable for gaining trust and building meaningful relationships. While we are listing this role externally as Peer Recovery Supporter—a widely recognized term—the position we call firsthand Guide (fG) goes beyond the traditional scope. 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 Supporter, but with our distinctive approach and mission woven into every interaction.
Focusing on support and services that promote whole health and reinforce autonomy, the fG will help empower individuals to participate in their own care. fGs are empathetic, supportive, and highly trained and experienced individuals with first-hand knowledge of living with a psychiatric and/or substance use disorder (SUD), and are familiar with the intricacies of navigating a complex system of healthcare.
The fG assists other members of the firsthand Care Team such as the Health Guide (e.g. Nurse Practitioner) in addressing the individual’s health needs (not including diagnosis or choosing a specific treatment plan), and the Community Resources Guide in meeting social determinants of health needs and with disability applications.
As a fG, you will:
- Conduct community outreach to individuals with SMI in homes, community locations, and care settings like shelters, hospitals, and emergency departments.
- 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 (training provided) to facilitate ongoing connection and engagement in supportive services.
- Identify and 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 documentation of encounters and participate in case reviews and team collaboration.
- Perform initial and ongoing telephonic outreach and provide after-hours call coverage on a rotating schedule.
- Support health needs by scheduling appointments, taking vitals, and assisting with telehealth access.
- Participate in ongoing training and professional development.
fGs 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
The required experience you bring to this role includes:
- Lived experience with SMI and/or SUD.
- State Peer Recovery certification, or eligibility and willingness to obtain certification within six (6) months of employment.
- 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.
Bonus points for:
- 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.
Benefits
For full-time employees, our compensation package includes base, equity (or special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, flexible vacation, and a supportive and inclusive culture.
Unfortunately, we are not able to offer sponsorship at this time.
Vaccination Policy
Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law.
New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed.