The Manager, Community Operations (MCO) 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 MCO will ensure firsthand’s teams are effective in outreach, trust-building, engagement, benefits navigation, and clinical review for engaged individuals.
The MCO 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:
- 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
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 and Client Relationship Management (CRM) programs
The required experience you bring to this role includes:
- 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
