Social Science/Humanities Research Professional (Part-Time) (Hourly) - Call Center Specialist - Texas Institute for Child & Family Wellbeing

University of Texas at Austin

6d • $21 - $25 • Remote

About The Position

The Call Center Specialist provides front-line information, support, and referral services to current and former foster youth through the Texas Foster Youth Network (TXFYN) Call Center. The role responds to calls, texts, chats, and other contacts with accurate, timely, and compassionate assistance. Specialists work under the daily guidance of the Call Center Assistant Manager and receive real-time operational guidance and support from Call Center Leads assigned to their shifts.

This is a grant-funded, part-time hourly position scheduled for 20 hours per week. Reassignment depends on performance, progress toward research goals, and continued funding. The position may be performed remotely within Texas. Shifts are scheduled 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 hours may be needed for coverage, training, meetings, or other operational needs. The position is expected to continue through September 30, 2027, and the earliest start date is December 1, 2026.

Requirements

• Lived experience in foster care.
• Relevant experience in customer service, peer support, human services, youth services, call center operations, information and referral, or a related service environment.
• Reliability, including consistent attendance, punctuality, responsiveness, follow-through, and timely communication when circumstances affect work obligations.
• Accountability for assigned responsibilities and follow-through on referrals and follow-up activities; prompt communication of barriers and appropriate handling of time-sensitive issues.
• Familiarity with or ability to learn trauma-informed, youth-centered, choice-centered, and strengths-based approaches tailored to each caller's circumstances.
• Ability to remain calm, organized, and responsive in difficult or rapidly changing situations and use sound judgment to recognize when de-escalation, escalation, or emergency response is needed.
• Ability to follow approved policies, procedures, call flows, and documentation protocols.
• Ability to maintain confidentiality and appropriately handle sensitive personal information.
• Willingness to learn, receive feedback and coaching, apply new skills, and take responsibility for continued professional growth.
• Excellent verbal, written, and interpersonal communication skills.
• Flexibility, prioritization, and time-management skills.
• 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 on a full-time basis for any employer without sponsorship.
• Relevant education and experience may be substituted as appropriate.

Nice To Haves

• Bachelor's degree or college coursework in human services, social work, psychology, communications, or a related field.
• Located within the Austin or Central Texas area.
• Experience in a call center, contact center, hotline, helpline, information and referral service, peer support program, or similar environment.
• Experience working with youth, young adults, current or former foster youth, or individuals navigating multiple service systems.
• Knowledge of customer relationship management (CRM) or case management databases, including iCarol or similar information and referral platforms.
• Knowledge of Texas programs, resources, and systems that serve current and former foster youth.
• Bilingual proficiency in Spanish and English.

Responsibilities

• Respond to calls, texts, chats, and other contacts from current and former foster youth, caregivers, foster parents, teachers, and community members, providing accurate, timely, and compassionate information, support, and referrals.
• Build rapport with youth through consistent, respectful follow-up; complete assigned follow-up within established timelines; maintain ownership of open contacts and referrals; and promptly communicate barriers to timely completion.
• Help young people navigate available resources, complete appropriate referrals, and address barriers to accessing services.
• Report concerns, service issues, and outdated resource information to Call Center leadership to support accurate and reliable referrals.
• Use trauma-informed, youth-centered communication that promotes safety, trust, transparency, dignity, and professional boundaries, and respond to trauma-related disclosures without judgment or unnecessary pressure.
• Follow TXFYN policies, approved call flows, and referral practices; recognize situations requiring de-escalation, consultation, escalation, or emergency response; and promptly seek support under established protocols.
• Document contacts, referrals, follow-up, and risk flags objectively and on time in iCarol and other approved systems.
• Maintain confidentiality in accordance with TXFYN policies and applicable law.
• Participate in training, coaching, and quality assurance; apply feedback; and remain flexible as call volume, procedures, and program needs change.

Benefits

• Retirement plan eligibility through the Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed