Senior Administrative Program Coordinator - Assistant Manager - Texas Institute for Child and Family Wellbeing

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

Job Posting Title:

Senior Administrative Program Coordinator - Assistant Manager - 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:

General Notes

This is a grant-funded position and reassignment will be based upon performance, progress toward research goals and continuity of funding. Must be authorized to work in the United States on a full-time basis for any employer without sponsorship. Ability for remote work within the State of Texas. Some travel within the State of Texas required.

Purpose

The Senior Administrative Program Coordinator (Assistant Manager) will support the development, implementation, and daily operations of the Texas Foster Youth Network (TXFYN) Call Center within the Texas Institute for Child and Family Wellbeing in collaboration with the Call Center Manager and project leadership. The Assistant Manager will also model TXFYN's trauma-informed, youth-centered, and lived-experience-informed approach by promoting safety, trust, transparency, accountability, and professional boundaries in interactions with young people and staff. Lived experience in foster care is valued as an important perspective, but employees are not expected to routinely disclose personal details as part of service delivery

Responsibilities

• 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. Will set expectations, provide feedback, document actions, and elevate concerns per UT/TXFYN procedures.
• Design and deliver onboarding, training, and ongoing development for staff. Facilitate meetings and coaching sessions to support recruitment and readiness for new employees.
• Analyze data, performance metrics, and service trends to identify improvement areas, distinguish root causes (training, technology, staffing, or policy), and recommend and implement operational enhancements.
• Provide operational consultation for situations exceeding routine authority. Ensure staff follow escalation protocols for safety, crisis, mandated reporting, exploitation, trafficking, and other sensitive issues.
• Ensure accurate documentation in iCarol and other systems as related to case ownership, referrals, follow-up. Promote a collaborative, accountable work environment, and maintain flexibility to adapt to changing operational needs.

Required Qualifications

Bachelor's Degree in related field with at least 2 years of experience in a team lead/supervisory capacity. Lived experience in foster care. Professional experience in staff supervision, team leadership, program coordination, call center operations, human services, social services, workforce development, youth services, or a related field, including experience coaching, providing feedback, and developing employees or teams. Must be accountable, reliable, punctual, and responsive, with the ability to complete work accurately and within established timelines. Develop, interpret, implement, and consistently apply policies, procedures, workflows, and service standards accordingly. Ability to manage multiple responsibilities, meet deadlines, balance competing priorities, and adapt to changing operational needs. Must have sound judgment and decision-making skills in complex, sensitive, or rapidly changing situations, including the ability to recognize when consultation or escalation is necessary. Analyze information, identify problems, recommend practical improvements, and provide constructive feedback to support employee development. Ability to collaborate effectively with employees across organizational levels while maintaining confidentiality and appropriately handling sensitive information. Experience in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Excellent written and verbal communications skills. Excellent attention to detail. Values the contributions of others in the work environment. Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Experience supervising staff in a call center, contact center, information and referral program, human services organization, nonprofit organization, workforce development program, child welfare setting, or similar service environment. Experience working with remote or geographically dispersed teams. Experience in development and/or implementation of policies, and standard operating procedures. Experience with quality assurance, call monitoring, documentation review, case review, performance coaching, and/or continuous improvement. Experience working with youth, young adults, current or former foster youth, or other populations navigating complex systems, with knowledge of trauma-informed, youth-centered, strengths-based, or person-centered practices. Experience with crisis escalation procedures, mandated reporting requirements, or other sensitive service situations. Knowledge of Texas systems, programs, and resources serving current and former foster youth. Bilingual proficiency in Spanish and English.

Salary Range

$65,000 - $70,000 - depending on qualifications

Working Conditions

• May work around standard office conditions
• Repetitive use of a keyboard at a workstation
• Occasional hours outside regular call center operating hours
• Ability to work remotely within the State of Texas
• Some travel within the State of Texas required

Work Shift

• M-F, Flexible between 8am-6pm

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

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.

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 Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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.