Manager - Texas Institute Child & Family Wellbeing

Manager - Texas Institute for Child & Family Wellbeing

This Manager will act as Call Center Coordinator for the Texas Foster Youth Network (TXFYN) Project, overseeing daily call center operations, staff supervision, scheduling, training, and ensuring compliance with accessibility, safety, and privacy standards.

• Oversee the day-to-day operations of the Texas Foster Youth Network (TXFYN) statewide call center, ensuring high-quality, trauma-informed support to current and former foster youth, managing scheduling and staffing for 7-day-a-week coverage, developing operational procedures for calls, texts, chats, and online communication, maintaining accessibility and service standards, and responding to escalated or emergency cases as needed.
• Manage and support call center staff, including two Call Center Shift Supervisors and 8–10 call center specialists, fostering a collaborative team culture focused on accountability, youth-centered service, and trauma-informed practice while building strong rapport and trust across the team.
• Develop and maintain systems for call documentation, referral tracking, and performance monitoring, ensuring call center data supports evaluation and continuous improvement efforts, and design and implement the call center database and referral system using helpline software.
• Ensure compliance with privacy and safety requirements, including PII protection, HIPAA (where applicable), and Texas DFPS reporting requirements, establishing protocols for data security, emergency procedures, and responsible handling of sensitive client information.
• Collaborate with the Project Manager, youth advisory groups, and organizational partners to improve service delivery and ensure the call center aligns with Texas Foster Youth Network (TXFYN) goals, participating in institute functions, meetings, training, and planning activities.
• Perform additional duties as assigned.

• Bachelor's degree in social work, psychology, human services, or other related field with at least 3 years of experience in the relevant area of assignment.
• Experience handling high-volume calls (30+ per day) in a call center, hotline, or helpline environment, including assessing client needs and meeting established monthly performance metrics.
• Supervisory experience, preferably in a youth-facing or crisis support setting.
• Understanding of trauma-informed practices and youth development.
• Strong team leadership and cross-functional collaboration skills.
• Bilingual, fluent in Spanish and English (verbal and written).
• Relevant education and experience may be substituted as appropriate.

• At least 1 year of experience in social services.
• Experience working with or within foster care systems.
• Familiarity with Community Resiliency Model (CRM) or case management systems and comfort learning new technology.
• Certification in de-escalation, Mental Health First Aid, or crisis intervention.
• Understanding of systems impacting foster youth.
• Lived experience in foster care.

$75,000+ depending on qualifications

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.