Assistant Manager, Foster Youth Call Center Operations

The University of Texas at Austin; Utah; Hybrid; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

The University of Texas at Austin is seeking a Senior Administrative Program Coordinator to support the TXFYN Call Center within the Texas Institute for Child and Family Wellbeing. You will help develop policies, supervise staff, and ensure trauma-informed practices in interactions with youth and staff.

The role emphasizes lived experience in foster care, collaboration across departments, and maintaining confidentiality while guiding operational excellence in Texas-based outreach.

Qualifikationen

• Bachelor's degree in related field with at least 2 years of supervision experience.
• Lived experience in foster care.
• Experience supervising staff, leading teams, and coordinating programs.
• Able to manage multiple priorities, meet deadlines, and adapt to change.
• Excellent written and verbal communication skills.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Aufgaben

• Coordinate with the Call Center Manager to develop, document, and implement policies, procedures, and workflows; support daily operations such as staffing, supervision, and service coverage.
• Supervise, coach, and manage performance for Call Center Navigators, Leads, and Specialists; set expectations and provide feedback.
• Design and deliver onboarding, training, and ongoing staff development; facilitate meetings and coaching.
• Analyze data, performance metrics, and service trends to identify improvements and implement enhancements.
• Provide operational consultation for complex situations; ensure escalation protocols for safety and sensitive issues.
• Ensure accurate documentation in iCarol and other systems; maintain confidentiality and collaborative culture.

Kenntnisse

Lived experience in foster care

Staff supervision

Team leadership

Communication skills

Policy interpretation

Analytical thinking

Time management

Confidentiality

Ausbildung

Bachelor's Degree in related field

Tools

Microsoft Office Suite

Jobbeschreibung

The University of Texas at Austin is seeking a Senior Administrative Program Coordinator to support the TXFYN Call Center within the Texas Institute for Child and Family Wellbeing. You will help develop policies, supervise staff, and ensure trauma-informed practices in interactions with youth and staff.

The role emphasizes lived experience in foster care, collaboration across departments, and maintaining confidentiality while guiding operational excellence in Texas-based outreach.