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

The University of Texas at Austin • Austin, UT

4d • 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 specialist responds to calls, texts, chats, and other contacts from youth and community members with accurate, timely, and compassionate assistance. The position is grant-funded, scheduled for 20 hours per week, and expected to continue until September 30, 2027. Reassignment depends on performance, progress toward research goals, and continuation of funding. The specialist works under the daily guidance of the Call Center Assistant Manager and receives real-time operational support from Call Center Leads assigned to shifts.

The role supports youth in navigating available resources, completing referrals, and addressing barriers to services. It requires trauma-informed, youth-centered communication, appropriate escalation of concerns and emergencies, accurate and timely documentation, and protection of confidential information. The position may be performed remotely within Texas. Call Center shifts fall between noon and 9 p.m. Monday through Friday, with rotating Saturday shifts from noon to 3 p.m.; evening or weekend work may also be needed for coverage, training, meetings, or other operational needs.

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.
• Ability to take accountability for assigned responsibilities, follow through on referrals and follow-up activities, communicate barriers promptly, and ensure time-sensitive issues are addressed or appropriately handled.
• 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 during 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 handle sensitive personal information appropriately.
• 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, strong 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.
• Relevant education and experience may be substituted as appropriate.
• Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.

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 with accurate, timely, and compassionate information, support, and referrals.
• Build rapport with youth through consistent, respectful follow-up and complete assigned follow-up activities within established timelines.
• Maintain ownership of open contacts and referrals, and promptly communicate barriers that prevent 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.
• Use trauma-informed, youth-centered communication that promotes safety, trust, transparency, dignity, and professional boundaries.
• Respond to trauma-related disclosures without judgment or unnecessary pressure, and follow protocols for escalation and emergencies.
• Apply TXFYN policies, approved call flows, and referral practices consistently.
• Recognize situations requiring de-escalation, consultation, escalation, or emergency response, and promptly seek support from the Call Center Lead or designated TXFYN leadership when appropriate.
• 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

• Teacher Retirement System of Texas (TRS) retirement plan eligibility, 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