Manager - Texas Institute for Child amp; Family Wellbeing

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 810 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.