Foster Youth Call Center Lead - Remote TX

The University of Texas at Austin; Austin (TX); Vor Ort; USD 65.000 - 70.000; Vollzeit

Zusammenfassung

The University of Texas at Austin is seeking a Senior Administrative Program Coordinator (Assistant Manager) to support the TXFYN Call Center within the Texas Institute for Child and Family Wellbeing. You will help develop policies, guide staff, and ensure safe, trauma-informed service delivery to youth and families on a statewide basis.

The role requires a bachelor’s degree, 2+ years in supervision or program coordination, and strong communication skills.

Qualifikationen

• Bachelor's Degree in related field with at least 2 years of supervisory experience.
• Lived experience in foster care.
• Experience supervising staff, leading teams, and coordinating programs in human services or youth services.
• Excellent written and verbal communication skills.
• Experience with Microsoft Office Suite and data/documentation systems.
• Bilingual proficiency in Spanish and English.

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. Serve as acting operational lead in the Manager's absence.
• Supervise, coach, and manage performance for Call Center Navigators, Leads, and Specialists; set expectations, provide feedback, document actions, and escalate concerns.
• Design and deliver onboarding, training, and ongoing development for staff; facilitate meetings and coaching sessions.
• Analyze data, performance metrics, and service trends to identify issues and implement enhancements.
• Provide operational consultation for complex situations; ensure adherence to escalation protocols for safety and mandated reporting.
• Ensure accurate documentation in iCarol and related systems; foster collaboration and adaptability.

Kenntnisse

Communication skills

Team leadership

Coaching & feedback

Bilingual Spanish/English

Problem solving

Adaptability

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 (Assistant Manager) to support the TXFYN Call Center within the Texas Institute for Child and Family Wellbeing. You will help develop policies, guide staff, and ensure safe, trauma-informed service delivery to youth and families on a statewide basis.

The role requires a bachelor’s degree, 2+ years in supervision or program coordination, and strong communication skills.