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

The University of Texas at Austin•Austin, UT

4d•Hybrid

About The Position

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. The coordinator will work closely with the Senior Administrative Program Coordinator and Call Center Manager to help specialists apply TXFYN policies, service standards, referral practices, and escalation procedures consistently during live operations. This is a grant-funded position, with reassignment based on performance, progress toward research goals, and continuation of funding. The position is expected to continue until September 30, 2027. The role may be performed remotely within Texas, with some travel within the state. Call Center shifts run Monday through Friday between 12 p.m. and 9 p.m., with rotating Saturdays from 12 p.m. to 3 p.m. Evening or weekend work may also be needed for coverage, training, meetings, or other operational needs.

Requirements

Bachelor's degree in a field related to the work, plus at least 3 years of experience coordinating or administering a program; relevant education and experience may be substituted as appropriate.
Lived experience in foster care.
Experience in customer service, peer support, human services, youth services, call center operations, information and referral, or a related service environment.
Dependability and reliability, including consistent attendance, punctuality, responsiveness, follow-through, and timely communication when circumstances affect work obligations.
Ability to complete operational tasks, communicate barriers promptly, and ensure time-sensitive issues are addressed, escalated, and assigned appropriately.
Ability to communicate empathetically, respectfully, and professionally with people from varied backgrounds and life experiences.
Ability to apply 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 in difficult, emotionally charged, or rapidly changing situations.
Sound judgment in recognizing when de-escalation, escalation, consultation, or emergency response is needed under established procedures.
Ability to 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 difficult situations.
Strong organizational skills and ability to manage multiple operational priorities and urgent, time-sensitive needs.
Ability to support staff while maintaining professional boundaries and referring formal coaching, performance feedback, or personnel matters to management.
Ability to maintain confidentiality and discretion with sensitive personal information.
Ability to collaborate 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, including Word, Excel, PowerPoint, and Outlook.
Values the contributions of others in the work environment.
Must be authorized to work in the United States full-time for any employer without sponsorship.

Nice To Haves

Experience 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 people navigating multiple service systems, including support with 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 iCarol or a similar platform.
Knowledge of Texas programs, resources, and systems serving current and former foster youth.
Bilingual proficiency in Spanish and English.

Responsibilities

Provide real-time guidance to Call Center Specialists during live calls, texts, and 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 concerns to TXFYN leadership.
Provide operational oversight during shifts; serve as the first point of support for staff; monitor workflow, coverage, and breaks; and support clear case handoffs between shifts.
Reinforce policies, procedures, call flows, and confidentiality standards during live operations.
Support specialists in making referrals, completing warm handoffs, and identifying barriers to service access.
Ensure contacts, referrals, and risk flags are documented accurately and promptly 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 in applying procedures in real-time situations.
Maintain awareness of current resources and updates, clarify procedures or tools, and support implementation of new technologies and practices.
Promote accountability, respect, collaboration, and healthy boundaries; draw on lived experience thoughtfully when appropriate.
Adjust to staffing changes, volume, and operational needs; perform additional duties as assigned.