firsthand is changing the way individuals living with Serious Mental Illness (SMI) get care – by putting them at the center of everything we do. Our peer led model aims to build trust with these individuals, many of whom have been underserved, stigmatized, deprioritized and have very often lost trust in the systems intended to serve them. Our holistic approach includes partnering with our team of peer recovery specialists, licensed social workers and nurse practitioners, and focuses on meeting them where they are and walking with them side by side, as a trusted guide, partner, and first call, on their journeys’ to wellness. 

Our aim is to not only improve lives, but also improve the economics for managed care plans and states responsible for providing care to this community. 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 building a team of deeply passionate problem-solvers who are courageous enough to take on one of the country’s most challenging healthcare problems. Those who are up for the task will be rewarded with deeply mission-oriented workdays, mentorship from a similarly motivated team, and a supportive culture that prioritizes learning, creativity, and fun.

The Community Operations Manager is responsible for the operation of firsthand’s market-level community-based staff, ensuring consistent, scalable, person-centric approaches by the community teams across the market. The Community Operations Manager will ensure firsthand’s teams are effective in outreach, trust-building, engagement, benefits navigation, and clinical review for engaged individuals.

The Community Operations Manager must be able to work in the community, meeting individuals where they are, and be comfortable working in non-traditional settings and unstructured environments. Experience supervising peer recovery specialists and/or community behavioral health staff is preferred.

As Community Operations Manager, you will:

• Serve as a Care Team Leader and engage in the coordination activities of community-based team members - Includes direct supervision of community team members
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves
• Lead, motivate, and inspire community teams of peers, social workers, and clinicians deeply dedicated to firsthand’s mission
• Work with Senior Director, Community Operations to expand firsthand’s local community presence and referral network with best-in-class CMHCs, FQHCs, health systems, and other local care providers
• Support the management of individual and team performance to OKRs, effectively coaching community-based staff
• Communicate key information, progress, and pain points to both internal staff and external partners
• Lead recruitment of community-based staff in collaboration with the People team Collaborate with the People Team and Learning and Development team to manage the development, coaching, training, and performance of community-based staff
• Collaborate with the People Team and Learning and Development team to manage the development, coaching, training, and performance of community-based staff

• Exceptional interpersonal and communication skills, especially in working collaboratively with community-based staff and local providers
• Excellent organizational, project management, and problem-solving skills, with a team-focused and continuous improvement orientation
• Strong management and supervisory skills, including organizing and leading initiatives
• Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and its members
• Openness in sharing best practices and challenges with operational leadership team
• Direct community experience working with individuals living with SMI
• Proficiency with Google Office suite and Client Relationship Management (CRM) programs

• Minimum five years operational leadership experience in a healthcare-focused business (preferably leading community-based teams)
• Experience in an early-stage or growth company (preferred)
• Bachelor’s or Master degree in social work/human services field and/or business administration
• Ability to operate a vehicle (company vehicle may be provided), including a driver’s license that is active and in good standing; must be eligible to drive under Company insurance policy

Benefits 

For full-time employees, our compensation package includes base, equity and a 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 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.