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

Job Posting Title:

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

Hiring Department:

Office of the Associate Dean for Research ----

Position Open To:

All Applicants ----

Weekly Scheduled Hours:

20 ----

FLSA Status:

Non-Exempt from FLSA ----

Earliest Start Date:

Dec 01, 2026 ----

Position Duration:

Expected to Continue Until Sep 30, 2027 ----

Location:

UT MAIN CAMPUS ----

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. 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.

Purpose

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.

Responsibilities

• •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 Report concerns, service issues, and outdated resource information to Call Center leadership to support the accuracy and reliability of referral resources.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.

Required 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. 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 personal information appropriately. Willingness to learn, receive feedback and coaching, apply new skills, and take responsibility for continued professional growth. Excellent verbal, written, and interpersonal communication skills. Ability to be flexible with strong prioritization and time management skills. Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Values the contributions of others in the work environment. Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Bachelor's Degree, or college coursework, in human services, social work, psychology, communications, or a related field. Located within the Austin or Central Texas area. Experience in a call center, contact center, hotline, helpline, information and referral service, peer support program, or similar environment. Experience working with youth, young adults, current or former foster youth, or individuals navigating multiple service systems. Knowledge of customer relationship management (CRM) or case management databases, including iCarol or similar information and referral platforms. Knowledge of Texas programs, resources, and systems that serve current and former foster youth. Bilingual proficiency in Spanish and English. Located within the Austin or Central Texas area.

Salary Range

$21 - $25 per hour at 20 hours per week - depending on qualifications

Working Conditions

• •May work around standard office conditions.
• •Repetitive use of a keyboard at a workstation.
• •Ability to work remotely within the State of Texas.

Work Shift

• •Monday - Friday - Shifts between the hours of 12pm-9pm
• •Rotating Saturdays - 12pm-3pm (May be required to work evening or weekend hours as needed for coverage, training, meetings, or other operational needs)
• •20 hours per week

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 that ALL Required 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 questions presented 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