[Hiring] Senior Administrative Program Coordinator @University of Texas at Austin

Role Description

The Senior Administrative Program Coordinator (Assistant Manager) will support the development, implementation, and daily operations of the Texas Foster Youth Network (TXFYN) Call Center within the Texas Institute for Child and Family Wellbeing in collaboration with the Call Center Manager and project leadership. The Assistant Manager will also model 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 as an important perspective, but employees are not expected to routinely disclose personal details as part of service delivery.

• Coordinate with the Call Center Manager to develop, document, and implement policies, procedures, and workflows; support daily operations such as staffing, supervision, and service coverage.
• Serve as acting operational lead in the Manager's absence.
• Supervise, coach, and manage performance for Call Center Navigators, Leads, and Specialists.
• Set expectations, provide feedback, document actions, and escalate concerns per UT/TXFYN procedures.
• Design and deliver onboarding, training, and ongoing development for staff.
• Facilitate meetings and coaching sessions to support recruitment and readiness for new employees.
• Analyze data, performance metrics, and service trends to identify improvement areas.
• Distinguish root causes (training, technology, staffing, or policy) and recommend and implement operational enhancements.
• Provide operational consultation for situations exceeding routine authority.
• Ensure staff follow escalation protocols for safety, crisis, mandated reporting, exploitation, trafficking, and other sensitive issues.
• Ensure accurate documentation in iCarol and other systems related to case ownership, referrals, follow-up.
• Promote a collaborative, accountable work environment, and maintain flexibility to adapt to changing operational needs.

Qualifications

• Bachelor's Degree in related field with at least 2 years of experience in a team lead/supervisory capacity.
• 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.
• Experience coaching, providing feedback, and developing employees or teams.
• Accountable, reliable, punctual, and responsive, with the ability to complete work accurately and within established timelines.
• Ability to manage multiple responsibilities, meet deadlines, balance competing priorities, and adapt to changing operational needs.
• Sound judgment and decision-making skills in complex, sensitive, or rapidly changing situations.
• Ability to analyze information, identify problems, recommend practical improvements, and provide constructive feedback to support employee development.
• Ability to collaborate effectively with employees across organizational levels while maintaining confidentiality and appropriately handling sensitive information.
• Experience in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent written and verbal communications skills.
• Excellent attention to detail.
• Values the contributions of others in the work environment.
• Relevant education and experience may be substituted as appropriate.

Requirements

• 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 in development and/or implementation of 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.
• 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.

Benefits

• Salary Range: $65,000 - $70,000 - depending on qualifications.
• May work around standard office conditions.
• Repetitive use of a keyboard at a workstation.
• Occasional hours outside regular call center operating hours.
• Ability to work remotely within the State of Texas.
• Some travel within the State of Texas required.