Peer Counselor

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 "first-hand," experience is incredibly valuable to gain trust and build relationships. The firsthand Guide is a critical role in our peer-led model, responsible for outreach, engagement, and ongoing support of individuals living with serious mental illness to achieve and maintain behavioral and physical health and wellness. Trust is an essential element in successfully engaging people who have withdrawn from, or never received, services and supports that can improve their quality of life.

The firsthand guide (a blended CPRS and Community Health Worker role) applies a hands‑on approach to outreach, engagement, and ongoing support to address health related social needs (HRSN) to improve self‑management of chronic conditions and navigation of the healthcare system. The firsthand Guide leverages their knowledge of the community and shared life experience to inform their interactions with the community members we serve.

They serve as an essential member of the multi‑disciplinary care team by partnering closely and collaborating with other firsthand roles such as the Health Guide (e.g. Nurse Practitioner) and the central support team (Benefit Support Specialists) to drive social stability, sustained recovery, and optimal health outcomes for the communities we serve.

Focusing on support and services that promote whole health and reinforce autonomy, the firsthand Guide will help empower individuals to participate in their own care. firsthand Guides are empathetic, supportive, and highly trained and experienced individuals with first‑hand knowledge of living with a psychiatric and/or substance use disorder and are familiar with the intricacies of navigating a complex system of healthcare and community resources.

This description is intended to cover the high level of the roles and responsibilities of a firsthand Guide. However, it is not an exhaustive list and is subject to change.

• Perform community outreach to individuals with serious mental illness, including visiting their homes and other locations within the local community where they spend time, such as clubhouses, drop‑in centers, homeless shelters, hospitals, and emergency departments.
• Empower individuals to identify and pursue their personal recovery goals by modeling and teaching safe and healthy coping strategies.
• Engage in care coordination to identify health related social needs and connect individuals with local resources to address needs.
• Assisting in successfully attending and completing clinical visits and assisting with telehealth access.
• Assist with gathering information required for obtaining benefits and services and facilitate warm hand‑offs to other team members for assistance in navigating SSI/SSDI benefits and self‑management support.
• Address immediate follow‑up needs identified by care team providers such as hospital post‑discharge follow‑up and support.
• Promote and monitor individuals' success in adhering to their personally approved care plan and provide motivational interviewing support for their adherence to their informed…