Call Center Lead - Trauma-Informed Admin for Foster Youth (Remote TX)

University of Texas at Austin; Oregon; Hybrid; USD 55,000 - 60,000; Full time

Job summary

University of Texas at Austin seeks an Administrative Program Coordinator – Call Center Lead for the Texas Institute for Child and Family Wellbeing. The role provides daily operational leadership to Call Center Specialists serving current and former foster youth, aligning with TXFYN policies and escalation procedures.

Responsibilities include real-time guidance, shift oversight, and ensuring accurate documentation in iCarol.

Qualifications

• Bachelor's degree and 3+ years 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 related environment.
• Dependable with attendance, punctuality, responsiveness, and timely communication.
• Ability to communicate with empathy, respect, and professionalism across diverse backgrounds.
• Apply trauma-informed, youth-centered, choice-centered, strength-based approaches.
• Remain calm, organized, and responsive in challenging situations.
• Follow and reinforce policies, workflows, and confidentiality requirements.

Responsibilities

• Provide real-time guidance to call center specialists during live interactions and handle contacts as needed.
• Provide operational oversight during shifts and serve as the first point of staff support.
• Monitor workflow, coverage, and breaks; ensure timely documentation of contacts and referrals.
• Assist staff with procedures, coaching, and escalation as needed; maintain resources and training materials.
• Support implementation of new technologies and practices; promote accountability and collaboration.

Skills

Foster care lived experience

Customer service

Call center operations

Empathy and communication

Trauma-informed approaches

Remote teamwork

Education

Bachelor's degree in a related field

Tools

Microsoft Office Suite

Web-based systems & virtual meetings

Job description

University of Texas at Austin seeks an Administrative Program Coordinator – Call Center Lead for the Texas Institute for Child and Family Wellbeing. The role provides daily operational leadership to Call Center Specialists serving current and former foster youth, aligning with TXFYN policies and escalation procedures.

Responsibilities include real-time guidance, shift oversight, and ensuring accurate documentation in iCarol.