Manager - Texas Institute for Child & Family Wellbeing

Job Posting Title:

Manager - Texas Institute for Child & Family Wellbeing

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Hiring Department:

Office of the Associate Dean for Research

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Exempt from FLSA

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Earliest Start Date:

May 08, 2026

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Position Duration:

Expected to Continue Until Sep 30, 2027

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Location:

UT MAIN CAMPUS

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Job Details:

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.

Purpose

This Manager will act as Call Center Coordinator for the Texas Foster Youth Network (TXFYN) Project. This position will oversee daily call center operations, including staff supervision, scheduling, training, and ensuring compliance with accessibility, safety, and privacy standards.

Responsibilities

• Oversee the day-to-day operations of the Texas Foster Youth Network (TXFYN) statewide call center. Ensure high-quality, trauma-informed support to current and former foster youth. Manage scheduling and staffing to ensure 7-day-a-week coverage. Develop operational procedures for calls, texts, chats, and online communication. Maintain accessibility and service standards. Respond to escalated or emergency cases as needed.
• Manage and support call center staff, including two Call Center Shift Supervisors and 8-10 call center specialists. Foster a collaborative team culture focused on accountability, youth-centered service, and trauma-informed practice while building strong rapport and trust across the team.
• Develop and maintain systems for call documentation, referral tracking, and performance monitoring. Ensure call center data supports evaluation and continuous improvement efforts. Design and implement the call center database and referral system using helpline software.
• Ensure compliance with privacy and safety requirements, including but not limited to Personally Identifiable Information (PII) protection, Health Insurance Portability and Accountability Act (HIPAA) (where applicable), and Texas Department of Family and Protective Services (DFPS) reporting requirements. Establish protocols for data security, emergency procedures, and responsible handling of sensitive client information.
• Collaborate with the Project Manager, youth advisory groups, and organizational partners to improve service delivery and ensure the call center aligns with Texas Foster Youth Network (TXFYN)goals. Participate in institute functions, including meetings, training, and planning activities.
• Additional duties as assigned.

Required Qualifications

Bachelor's Degree in social work, psychology, human services, or other related field with at least 3 years of experience in relevant area of assignment. Experience handling high-volume calls (30+ per day) in a call center, hotline, or helpline environment, including assessing client needs and meeting established monthly performance metrics. Supervisory experience, preferably in a youth-facing or crisis support setting. Understanding of trauma-informed practices and youth development. Strong team leadership and cross-functional collaboration skills. Bilingual, fluent in Spanish and English (verbal and written). Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

At least 1 year of experience in social services. Experience working with or within foster care systems. Familiarity with Community Resiliency Model (CRM) or case management systems and comfort learning new technology. Certification in de-escalation, Mental Health First Aid, or crisis intervention. Understanding of systems impacting foster youth. Lived experience in foster care.

Salary Range

$75,000 + depending on qualifications

Working Conditions

• May work around standard office conditions

• Repetitive use of a keyboard at a workstation

• Ability to work remotely in the state of Texas

Work Shift

• M-F, Flexible between 8am-6pm

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.

Required

Preferred

Job Industries

• Other