First Responder Program Manager

Overview

Dedicated to Empowering Communities in Support of Warriors and First Responders | COO | Business & Community Development Leader

The UWS First Responder Program Manager assists with the identification of first responders and their family members and plays a critical role in establishing outreach connection points throughout Greenville, Clemson, Anderson, Spartanburg, and Oconee Counties.

This position has both:

• An internal role serving as the primary case manager for first responders, connecting them and their families to resources, identifying service gaps, and tracking outcomes.
• An external role focused on raising visibility about UWS services, building partnerships with service providers and first responders, advocating for system improvements, and providing leadership for volunteers and staff.

A successful candidate will maintain professional relationships with the police, fire, and EMS industries to outreach and engage at all levels and will build community resources to support first responders in every aspect of the Upstate Warrior Solution mission.

Outreach, Interviews, and Assessments (20%)

• Conduct outreach with first responders (police, fire, EMS) and their families across the community.
• Achieve outreach goals assigned by the leadership team, including regular visits to law enforcement agencies, fire departments, and EMS locations.
• Attend first responder-focused events and meetings.
• Serve as liaison to agencies in cases of line-of-duty deaths.

Primary Case Management (40%)

• Act as the primary case manager for first responders, using the UWS intake and qualification system to assess needs and guide the delivery of internal and external services.
• Maintain a caseload of first responder clients.
• Record all client information and activities in the data management system (Warrior Serve), including intakes, assessments, referral logs, surveys, and other required documentation.
• Develop and maintain a working knowledge of all UWS program areas.
• Coordinate inter-agency referrals and ensure appropriate follow-up.
• Assist first responders in understanding and managing their physical and mental health needs and communicate those needs to UWS staff for care coordination.
• Deliver quarterly briefs to staff and directors on goals, barriers, and continuity of services.
• Collaborate with the employment team to help first responders’ transition successfully into the civilian workforce.
• Develop and coordinate a peer support network that includes retired, separated, and active first responders.

Training and Development (10%)

• Identify gaps in services and create training opportunities in areas such as peer support, financial wellness, and leadership development.
• Plan and execute UWS-led training events.

Community Resources (30%)

• Represent UWS in the community while maintaining strong working relationships with government (federal, state, local) and nonprofit service providers at both local and national levels.
• Build visibility for UWS programs and strengthen inter-agency collaboration.
• Develop and maintain community partnerships that expand referral pipelines and resource opportunities, in coordination with the Warrior Advocate and the Director of Community Engagement.
• Identify gaps in service delivery and establish resource-building relationships with external partners.
• Maintain relationships with all stakeholders, including both veteran and first responder-focused organizations.

Required

• Minimum of 10 years of recent experience in police, fire, or EMS.
• Strong verbal and written communication skills.
• Strong sense of personal and community accountability.
• Organizational skills to manage multiple cases and priorities.
• Problem-solving skills and ability to work effectively in group settings.
• Ability to interact with people of all ages and cultural backgrounds.
• Ability to work independently and collaboratively as part of a team.
• Ability to manage administrative tasks effectively, including email, Microsoft Teams, case notes, and documentation.
• Ability to handle difficult situations and sensitive material with professionalism and discretion.
• Sound computer skills, including the ability to use a keyboard with or without reasonable accommodation.

Preferred

• Supervisory experience.
• Local first responder experience and knowledge of area agencies.
• Experience or familiarity with peer support initiatives.
• Ability to learn and navigate data management platforms such as Salesforce.
• Military experience is a plus, but is not required.

For inquiries, please contact Theresa Thompson directly at Tthompson.

Salary is dependent on experience and qualifications. Benefits to include 401K, vacation, and wellness stipends will be shared upon request.