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

Job Posting

Title:

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

Office of the Associate Dean for Research

All Applicants

40

Exempt from FLSA

Nov 16, 2026

Expected to Continue Until Sep 30, 2027

UT MAIN CAMPUS

General Notes

This is a grant-funded position and reassignment will be based upon performance, progress toward research goals and continuation of funding. Must be authorized to work in the United States on a full-time basis for any employer without sponsorship. Ability to work remotely within the state of Texas. Some travel within the state of Texas required. May be required to work evening or weekend hours as needed for coverage, training, meetings, or other operational needs.

Call Center hours are Monday
- Friday
- Shifts between the hours of 12pm-9pm with Rotating Saturdays - 12pm-3pm.

Purpose

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, and will work closely with the Senior Administrative Program Coordinator and Call Center Manager to help Call Center Specialists apply TXFYN policies, service standards, referral practices, and escalation procedures consistently in real time.

• Provide real-time guidance to call center specialists during live calls/texts/chats and personally handle contacts as needed, assist with de-escalation and safety concerns, model trauma-informed communication, and help staff recognize when to escalation to Texas Foster Youth Network (TXFYN) leadership.
• Provide operational oversight during shifts. Serve as the first point of support for staff. Monitor workflow, coverage and breaks. Support clear shift hand-off of cases to ensure urgent matters are addressed.
• Reinforce policies, procedures, call flows, and confidentiality standards during live operations. Support call center specialists in making referrals, completing "warm handoff" cases, and identifying barriers to service access.
• Ensure accurate, timely documentation of contacts, referrals, and risk flags are added 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 to apply procedures in real-time situations. Maintain awareness of current resources and updates Provide feedback and clarification on unclear procedures or tools. Support implementation of new technologies and practices.
• Promote accountability, respect, collaboration, and healthy boundaries. Draw on lived experience thoughtfully when appropriate. Maintain flexibility to adjust to staffing changes, volume, and operational needs.
• Additional duties as assigned.

Bachelor's Degree in field related to work to be performed with at least 3 years of experience coordinating or administering a program. Lived experience in foster care. Experience in customer service, peer support, human services, youth services, call center operations, information and referral, or other related service environment. Must be dependable and reliable including consistent attendance, punctuality, responsiveness, follow-through on assigned responsibilities, and timely communication when circumstances affect work obligations.

Ability to complete operational tasks, promptly communicate barriers and ensure time-sensitive issues are addressed, escalated, and assigned accordingly. Ability to communicate with empathy, respect, and professionalism working with people from various backgrounds and life experiences. Apply and/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 during difficult, emotionally charged, or rapidly changing situations.

Provide sound judgment with the ability to recognize when a situation requires de-escalation, escalation, consultation, or emergency response according to established procedures. Must 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 a difficult…