[Hiring] Social Science/Humanities Research Professional @University of Texas at Austin

Role Description

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.
• Establish and build rapport with youth through consistent, respectful follow-up.
• Assist young people in navigating available resources, completing appropriate referrals, and addressing barriers to accessing services.
• Provide trauma-informed, youth-centered communication.
• Follow protocols for escalation and emergencies.
• Document accurately and protect confidentiality.

Qualifications

• 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.
• Familiarity with or ability to learn trauma-informed, youth-centered, choice-centered, and strengths-based approaches.
• Ability to remain calm, organized, and responsive during difficult or rapidly changing situations.
• Excellent verbal, written, and interpersonal communication skills.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Requirements

• Accountable for assigned responsibilities, follow through on referrals and follow-up activities.
• Willingness to learn, receive feedback and coaching, apply new skills, and take responsibility for continued professional growth.
• Ability to be flexible with strong prioritization and time management skills.

Benefits

• Salary Range: $21 - $25 per hour at 20 hours per week - depending on qualifications.
• Retirement plan eligibility through Teacher Retirement System of Texas (TRS).