Manager Community Operations

Manager Community Operations
The Manager Community Operations 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 Manager Community Operations ensures firsthand’s teams are effective in outreach trust-building engagement benefits navigation and clinical review for engaged individuals. This is a supervisory role with direct responsibility for hiring and oversight of team performance.

The Manager Community Operations 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.

Job Specifics
As Manager Community Operations you will:

• Lead motivate and inspire community teams of peers social workers and clinicians deeply dedicated to firsthand’s mission
• Be accountable for the success of the Community Team 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
• Work with Senior Director 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 across multidisciplinary teams including clinicians operations and support staff to drive integrated care and improve service delivery.

You will be a good fit if you have:

• 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 Slack and Client Relationship Management (CRM) programs

The experience you bring to this role includes:
Required:

• Minimum five years' experience in a healthcare-focused business (preferably leading community-based teams)
• Minimum of three years of direct supervisory experience (managing certified peer recovery specialists or similar staff with lived experience) - making hiring decisions
  managing team member performance etc.
• Experience working in a multidisciplinary setting leveraging diverse expertise to provide holistic care
• Experience in an early-stage startup is strongly preferred 
• Ability to operate a vehicle including a driver’s license that is active and in good standing; must be eligible to drive under Company insurance policy

What We Do

firsthand is transforming the way individuals living with Serious Mental Illness (SMI) receive care. We are focused on delivering real outcomes for a cohort that has historically been underserved stigmatized and deprioritized. By building a service focused on whole-person care firsthand aims to find establish a trusting relationship with and support quality care for individuals living with complex experiences of SMI. Most importantly our goal is to be the trusted guide partner and first call for individuals we serve guiding them to a life of stability and independence. In doing so we will 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 serious mental illness.

Why Work With Us

Our frontline colleagues bring lived experience with serious mental illness to their work- they’ve walked in the shoes of those we serve. They can build trust in a way many others cannot. Much of our team has a personal connection to the mental illness space and we come together from a wide variety of backgrounds to unite in this common mission.

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