Administrative Program Coordinator - Call Center Lead - Texas Institute for Child and Family Wellbeing

The University of Texas at Austin; Austin (TX); Remote; USD 55,000 - 60,000; Full time

Job summary

The University of Texas at Austin is seeking an Administrative Program Coordinator to lead the Call Center operations within the Texas Foster Youth Network. The role supports Call Center Specialists, ensures policy adherence, and manages real-time escalation and documentation to maintain high service standards.

Ideal candidates will have a bachelor’s degree, 3+ years coordinating a program, and experience in youth services or related fields, with strong communication and trauma-informed

Qualifications

• Bachelor's Degree in field related to work to be performed
• At least 3 years of experience coordinating or administering a program
• Lived experience in foster care and experience in customer service, peer support, human services, youth services, call center operations, information and referral, or related service environment
• Dependable with consistent attendance, punctuality, responsiveness, and timely communication
• Ability to communicate with empathy, respect, and professionalism with diverse backgrounds
• Ability to apply trauma-informed, youth-centered, choice-centered, and strength-based approaches
• Ability to remain calm and organized during difficult situations, with sound judgment on escalation or emergency response
• Strong verbal and written communication skills and ability to provide real-time direction
• Strong organizational skills to manage multiple priorities and maintain professional boundaries
• Experience with web-based systems, virtual meetings, and Microsoft Office Suite

Responsibilities

• Provide real-time guidance to call center specialists during live calls/texts/chats and handle contacts as needed
• Offer operational oversight during shifts and serve as first point of support for staff
• Reinforce policies, call flows, confidentiality, and escalation procedures during live operations
• Ensure accurate, timely documentation of contacts, referrals, and risk flags in iCarol
• Assist new staff with procedures and stay updated on resources and tools
• Maintain flexibility to adjust to staffing changes, volume, and operational needs
• Perform additional duties as assigned

Job description

Job Posting Title

Administrative Program Coordinator - Call Center Lead - Texas Institute for Child and Family Wellbeing

Hiring Department

Office of the Associate Dean for Research

Position Open To

All Applicants

Weekly Scheduled Hours

40

FLSA Status

Exempt from FLSA

Earliest Start Date

Nov 16, 2026

Position Duration

Expected to Continue Until Sep 30, 2027

Location

UT MAIN CAMPUS

Job Details

This is a grant-funded position and reassignment will be based upon performance, progress toward research goals and continuation of funding. Must be authorized to work in the United States on a full-time basis for any employer without sponsorship. Ability to work remotely within the state of Texas. Some travel within the state of Texas required. May be required to work evening or weekend hours as needed for coverage, training, meetings, or other operational needs. Call Center hours are Monday - Friday - Shifts between the hours of 12pm-9pm with Rotating Saturdays - 12pm-3pm.

Purpose

The Administrative Program Coordinator will provide daily operational leadership and real-time support to Call Center Specialists serving current and former foster youth through the Texas Foster Youth Network (TXFYN) Call Center, and will work closely with the Senior Administrative Program Coordinator and Call Center Manager to help Call Center Specialists apply TXFYN policies, service standards, referral practices, and escalation procedures consistently in real time.

Responsibilities

• Provide real-time guidance to call center specialists during live calls/texts/chats and personally handle contacts as needed, assist with de-escalation and safety concerns, model trauma-informed communication, and help staff recognize when to escalate to Texas Foster Youth Network (TXFYN) leadership.
• Provide operational oversight during shifts. Serve as the first point of support for staff. Monitor workflow, coverage and breaks. Support clear shift hand-off of cases to ensure urgent matters are addressed.
• Reinforce policies, procedures, call flows, and confidentiality standards during live operations. Support call center specialists in making referrals, completing "warm handoff" cases, and identifying barriers to service access.
• Ensure accurate, timely documentation of contacts, referrals, and risk flags are added in iCarol. Proofread documentation and handoffs. Communicate significant concerns or patterns to the Assistant Call Center and/or Call Center Manager as needed.
• Assist new staff to apply procedures in real-time situations. Maintain awareness of current resources and updates Provide feedback and clarification on unclear procedures or tools. Support implementation of new technologies and practices.
• Promote accountability, respect, collaboration, and healthy boundaries. Draw on lived experience thoughtfully when appropriate. Maintain flexibility to adjust to staffing changes, volume, and operational needs.
• Additional duties as assigned.

Required Qualifications

Bachelor's Degree in field related to work to be performed with at least 3 years of experience coordinating or administering a program. Lived experience in foster care. Experience in customer service, peer support, human services, youth services, call center operations, information and referral, or other related service environment. Must be dependable and reliable including consistent attendance, punctuality, responsiveness, follow-through on assigned responsibilities, and timely communication when circumstances affect work obligations. Ability to complete operational tasks, promptly communicate barriers and ensure time-sensitive issues are addressed, escalated, and assigned accordingly. Ability to communicate with empathy, respect, and professionalism working with people from various backgrounds and life experiences. Apply and/or learn trauma-informed, youth-centered, choice-centered, and strength-based approaches in service delivery and staff support. Ability to remain calm, organized, and responsive during difficult, emotionally charged, or rapidly changing situations. Provide sound judgment with the ability to recognize when a situation requires de-escalation, escalation, consultation, or emergency response according to established procedures. Must follow and reinforce policies, procedures, workflows, service standards, confidentiality requirements, and documentation requirements. Strong verbal and written communication skills, including the ability to provide clear real-time direction without escalating a difficult situation. Strong organizational skills, with the ability to manage multiple operational priorities and urgent, time-sensitive needs. Support staff while maintaining professional boundaries and recognizing when to refer formal coaching, performance feedback, or personnel matters to management. Maintain confidentiality and discretion with sensitive personal information. Work collaboratively in a remote team environment and maintain reliable communication and availability during assigned work hours. Experience with web-based systems, virtual meeting platforms, and other workplace technologies. Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Values the contributions of others in the work environment.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Experience serving in a lead, shift-support, or supervisory role in a call center, contact center, hotline, helpline, information-and-referral service, or similar environment. Experience working with youth, young adults, current or former foster youth, or those navigating multiple service systems, including supporting de-escalation, crisis response, mandated reporting, or other sensitive situations. Experience using case-management, customer relationship management, contact-center, or information-and-referral systems, including familiarity with iCarol or a similar information-and-referral platform. Knowledge of Texas programs, resources, and systems serving current and former foster youth. Bilingual proficiency in Spanish and English.

Salary Range

$55,000 - $60,000 - depending on qualifications

Working Conditions

• May work around standard office conditions
• Repetitive use of a keyboard at a workstation
• Ability to work remote within the state of Texas
• Some travel within the state of Texas required

Work Shift

• Monday - Friday - Shifts between the hours of 12pm-9pm
• Rotating Saturdays - 12pm-3pm
• May be required to work evening or weekend hours as needed for coverage, training, meetings, or other operational needs

Pay Transparency

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Employment Eligibility

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

Retirement Plan Eligibility

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

Background Checks

A criminal history background check will be required for finalist(s) under consideration for this position.

Equal Opportunity Employer

The University of Texas at Austin, as an equal opportunity/affirmative action employer,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

E-Verify

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

Compliance

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.