Peer Support King's Ridge Front Desk Specialist FT -3rd Shift (Midnight to 8 AM)

CASA•Raleigh, NC

2d•Onsite

About The Position

CASA is seeking a compassionate, dependable, and resident-focused Peer Support Front Desk Specialist to support daily operations at Kings Ridge Apartments, a supportive housing community. The position combines front desk responsibilities with peer-informed resident engagement to help maintain a safe, welcoming, organized, and supportive environment. The Specialist serves as a point of contact for residents, visitors, staff, and community partners, and helps connect residents with available resources and supportive services. The role supports CASA’s mission of promoting housing stability and resident well-being through coordinated housing operations and supportive services. This position is based onsite at Kings Ridge Apartments and involves regular interaction with residents, visitors, staff, and community service providers. The stated shift is midnight to 8 AM. The schedule may include weekday, evening, weekend, or other assigned shifts based on operational needs. The Specialist must be able to work the assigned schedule and complete required training. The role requires the ability to perform front desk duties and remain attentive throughout an assigned shift; use a computer, telephone, and standard office equipment; move throughout the community as needed; and respond appropriately to routine operational concerns and emergencies within the position’s scope. Reasonable accommodations will be considered in accordance with applicable law. CASA is committed to a respectful, inclusive, supportive environment and is an equal opportunity employer. Final qualifications, certification requirements, schedule, compensation, and employment terms are subject to organizational approval.

Requirements

High school diploma or GED preferred; equivalent relevant experience may be considered.
Strong interpersonal, communication, and problem-solving skills.
Ability to interact respectfully with individuals from diverse backgrounds and with varying needs.
Ability to maintain confidentiality and appropriate professional boundaries.
Dependability, sound judgment, patience, and ability to remain calm under pressure.
Basic computer skills, including email, electronic documentation, and data entry.
Ability to follow written procedures, maintain accurate records, and communicate concerns promptly.
Ability to work the assigned schedule and complete required training.
Ability to perform front desk duties and remain attentive throughout an assigned shift.
Ability to use a computer, telephone, and standard office equipment.
Ability to move throughout the community as needed to perform job responsibilities.
Ability to respond appropriately to routine operational concerns and emergencies within the scope of the position.

Nice To Haves

Experience in customer service, peer support, resident services, community outreach, supportive housing, behavioral health, or a related field.
Peer Support Specialist certification or willingness to pursue applicable training, if required for assigned duties.
Lived experience with recovery, housing instability, or navigating community support systems may be valued when shared voluntarily and relevant to the role.
Experience working with individuals experiencing behavioral health challenges, substance use concerns, or complex social service needs.
Training or experience in trauma-informed care, conflict de-escalation, mental health first aid, or crisis response.
Familiarity with community resources and supportive housing programs.

Responsibilities

Welcome residents, visitors, service providers, and community partners professionally and courteously.
Monitor the front desk and follow visitor check-in and building access procedures.
Answer incoming calls, direct inquiries, take messages, and relay information to appropriate staff.
Maintain accurate front desk logs, visitor records, incident reports, shift reports, and other required documentation.
Communicate operational updates to supervisors and incoming staff.
Maintain an organized, professional, and welcoming reception area.
Follow confidentiality, documentation, and information-sharing procedures.
Build respectful relationships with residents while maintaining professional boundaries.
Use empathy, active listening, encouragement, and a nonjudgmental approach when engaging with residents.
Help residents identify community resources and connect with appropriate supportive service providers.
Encourage participation in wellness activities, community meetings, and resident programs.
Support residents in identifying practical next steps toward personal stability and independence.
Recognize when residents may need additional assistance and communicate concerns to the appropriate case manager, supervisor, or service provider.
Promote a trauma-informed, person-centered, and culturally responsive environment.
Coordinate with onsite case managers, healthcare providers, behavioral health partners, and other approved service providers as appropriate.
Direct residents to scheduled appointments, service locations, and available resources.
Share resident concerns through approved communication channels and in accordance with applicable consent requirements.
Support referrals and follow-up efforts as directed by the supervisor.
Reinforce housing stability, resident wellness, and community engagement without taking on responsibilities outside the position’s scope.
Follow building access, visitor management, emergency response, and incident reporting procedures.
Remain alert to safety concerns and promptly notify designated Security personnel or supervisors of incidents.
Contact emergency services when necessary according to established protocols.
Document incidents factually and objectively.
Maintain composure during difficult interactions and use verbal de-escalation techniques when appropriate.
Do not physically intervene in resident altercations unless specifically authorized and trained under applicable policy and law.
Recognize that peer support and front desk duties do not replace required onsite Security coverage.
Distribute resident notices and communicate approved community information.
Support resident activities, meetings, and special events as assigned.
Report facility concerns, maintenance needs, and common-area issues to appropriate staff.
Follow CASA policies, Kings Ridge procedures, confidentiality requirements, and supervisory direction.
Complete required training and participate in staff meetings as assigned.