Senior Administrative Program Coordinator - Assistant Manager - Texas Institute for Child and Family Wellbeing
About The Position
The Senior Administrative Program Coordinator (Assistant Manager) supports the development, implementation, and daily operations of the Texas Foster Youth Network (TXFYN) Call Center within the Texas Institute for Child and Family Wellbeing, working in collaboration with the Call Center Manager and project leadership. The role also models 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, but employees are not expected to routinely disclose personal details as part of service delivery. This is a grant-funded position. Reassignment depends on performance, progress toward research goals, and continued funding. The position is based at the UT Main Campus, with the ability to work remotely within Texas and some required travel within the state. The position is expected to continue until September 30, 2027. The work schedule is Monday through Friday, flexible between 8 a.m. and 6 p.m., with occasional hours outside regular call center operating hours. Applicants must be authorized to work full-time in the United States for any employer without sponsorship.
Requirements
- Bachelor’s degree in a related field and at least two years of experience in a team lead or supervisory capacity; relevant education and experience may be substituted as appropriate.
- 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 coaching, providing feedback, and developing employees or teams.
- Accountability, reliability, punctuality, and responsiveness, with the ability to complete work accurately and within established timelines.
- Ability to develop, interpret, implement, and consistently apply policies, procedures, workflows, and service standards.
- Ability to manage multiple responsibilities, meet deadlines, balance competing priorities, and adapt to changing operational needs.
- Sound judgment and decision-making in complex, sensitive, or rapidly changing situations, including recognizing when consultation or escalation is necessary.
- Ability to analyze information, identify problems, recommend practical improvements, and provide constructive feedback to support employee development.
- Ability to collaborate across organizational levels while maintaining confidentiality and appropriately handling sensitive information.
- Experience with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Excellent written and verbal communication skills.
- Excellent attention to detail.
- Values the contributions of others in the work environment.
Nice To Haves
- 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 developing and/or implementing 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.
Responsibilities
- Coordinate with the Call Center Manager to develop, document, and implement policies, procedures, and workflows, and support daily operations, including staffing, supervision, and service coverage.
- Serve as the acting operational lead when the Call Center Manager is absent.
- Supervise, coach, and manage the performance of Call Center Navigators, Leads, and Specialists, including setting expectations, providing feedback, documenting actions, and escalating concerns according to UT/TXFYN procedures.
- Design and deliver staff onboarding, training, and ongoing development.
- Facilitate meetings and coaching sessions to support recruitment and readiness of new employees.
- Analyze data, performance metrics, and service trends to identify improvement areas, determine root causes, and recommend and implement operational enhancements.
- Provide operational consultation for situations that exceed routine authority.
- Ensure staff follow escalation protocols related to safety, crisis situations, mandated reporting, exploitation, trafficking, and other sensitive issues.
- Ensure accurate documentation in iCarol and other systems concerning case ownership, referrals, and follow-up.
- Promote a collaborative and accountable work environment and adapt to changing operational needs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
