Peer Support King's Ridge Front Desk Specialist FT - 2nd Shift (4 PM to Midnight)

CASA•Raleigh, NC

2d•Onsite

About The Position

CASA is seeking a compassionate, dependable, 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 is a welcoming point of contact for residents, visitors, staff, and community partners, and helps connect residents with available resources and supportive services in support of housing stability and resident well-being. The role requires treating residents with dignity, respect, and empathy while maintaining professional boundaries. The Specialist supports front desk operations, resident engagement, coordination with supportive services, safety and incident response, and administrative tasks. The position is based onsite at Kings Ridge Apartments and requires regular interaction with residents, visitors, staff, and community service providers. The listed full-time shift is Monday through Friday, 4 PM to midnight, although the posting also states schedules may include weekday, evening, weekend, or other assigned shifts based on operational needs.

Requirements

High school diploma or equivalent required; 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.
Proficiency with Microsoft Office applications.
Ability to follow written procedures, maintain accurate records, and communicate concerns promptly.
Must own or consistently have access to a vehicle for work-related use.
Ability to pass a background check and other pre-employment screenings.
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, move throughout the community as needed, and 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.
Knowledge of federal and state housing laws.
Experience with property management software, preferably OneSite (conventional and affordable) or WCMS, or demonstrated ability and willingness to learn.
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 communicate information to appropriate staff.
Maintain accurate front desk logs, visitor records, incident reports, shift reports, and other required documentation.
Communicate relevant operational updates to supervisors and incoming staff.
Maintain an organized, professional, and welcoming reception area.
Follow confidentiality, documentation, information-sharing, and consent requirements.
Build respectful relationships with residents while maintaining professional boundaries.
Use empathy, active listening, encouragement, and a nonjudgmental approach when interacting 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.
Support referrals and follow-up efforts as directed by the supervisor.
Follow building access, visitor management, emergency response, and incident reporting procedures.
Remain alert to safety concerns and notify designated Security personnel or supervisors of incidents; contact emergency services when necessary under established protocols.
Document incidents factually and objectively, maintain composure during difficult interactions, and use verbal de-escalation techniques when appropriate.
Avoid physically intervening in resident altercations unless specifically authorized and trained under applicable policy and law.
Assist with distributing resident notices and communicating 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, and supervisory direction; complete required training and participate in staff meetings as assigned.