Manager, Community Operations presso Firsthand

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.

As MCO, 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, 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 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 required experience you bring to this role includes:

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

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