[Hiring] Administrative Program Coordinator - Call Center Lead @University of Texas at Austin

Role Description

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.

• 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 escalate to TXFYN leadership.
• Provide operational oversight during shifts and 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 and 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.

Qualifications

• Bachelor's Degree in a 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 environments.
• 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 communicate with empathy, respect, and professionalism while working with people from various backgrounds and life experiences.
• Strong verbal and written communication skills, including the ability to provide clear real-time direction without escalating a difficult situation.
• Strong organizational skills, with the ability to manage multiple operational priorities and urgent, time-sensitive needs.
• Maintain confidentiality and discretion with sensitive personal information.
• Work collaboratively in a remote team environment and maintain reliable communication and availability during assigned work hours.
• Experience with web-based systems, virtual meeting platforms, and other workplace technologies.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Values the contributions of others in the work environment.

Requirements

• Ability to complete operational tasks, promptly communicate barriers, and ensure time-sensitive issues are addressed, escalated, and assigned accordingly.
• 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.
• Support staff while maintaining professional boundaries and recognizing when to refer formal coaching, performance feedback, or personnel matters to management.

Benefits

• Salary Range: $55,000 - $60,000 - depending on qualifications.
• Retirement plan eligibility through Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.