Social Science​/Humanities Research Professional; Part-Time Call Center Specialist - Texas Institute

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

Office of the Associate Dean for Research ----

All Applicants ----

20 ----

Non-Exempt from FLSA ----

Dec 01, 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. Position is 20 hours/week. May be required to work evening or weekend hours as needed for coverage, training, or other operational needs.

Position is 20 hours/week. Call Center hours are Monday
- Friday
- Shifts between the hours of 12pm-9pm with Rotating Saturdays - 12pm-3pm.

This position will provide front-line information, support, and referral services to current and former foster youth through the Texas Foster Youth Network (TXFYN) Call Center, responding 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.

• Respond to and support youth and community contacts. Answer 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.
• Establish and build rapport with youth through consistent, respectful follow-up. Complete assigned follow-up activities within established timelines. Maintain ownership of open contacts and referrals and communicate promptly when a barrier prevents timely completion.
• Assist young people in navigating available resources, completing appropriate referrals, and addressing barriers to accessing services. Report concerns, service issues, and outdated resource information to Call Center leadership to support the accuracy and reliability of referral resources.
• Provide trauma-informed, youth-centered communication. Promote safety, trust, transparency, dignity, and professional boundaries. Respond to trauma-related disclosures without judgment or unnecessary pressure.
• Follow protocols for escalation and emergencies. Apply Texas Foster Youth Network (TXFYN) policies, approved call flows, and referral practices consistently. Recognize situations requiring de-escalation, consultation, escalation, emergency response, and follow the established escalation protocol by promptly seeking support from the Call Center Lead or designated TXFYN leadership.
• Document accurately and protect confidentiality. 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 to strengthen your skills, and remain flexible to changing call volume, procedures, and program needs.

• 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.
• Must be reliable, including consistent attendance, punctuality, responsiveness, follow-through on assigned responsibilities, and timely communication when circumstances affect work obligations.
• Accountable 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 individual circumstances.
• Ability to remain calm, organized, and responsive during difficult or rapidly changing situations and use of sound judgment to recognize when de-escalation, escalation, or emergency response is needed.
• Follow approved policies, procedures, call flows, and documentation protocols.
• Maintain confidentiality and handle sensitive…