Call Center Specialist 1

National Center for Missing & Exploited Children•Lake Park, FL

53d

About The Position

Position is responsible for answering calls to the national 800 missing and exploited children hotline and accurately and expeditiously extracting and entering pertinent information while making sound judgment calls that will aid in the location, recovery, and reunification of missing children. Position involves the responsibility of independently overseeing the operation of the Call Center in the absence of the shift supervisor. Position is also responsible for responding to any disaster-related calls or inquiries that come through the national 800 number, through the NECLC hotline number or the Unaccompanied Minors Registry.

Requirements

Associates Degree in human services, criminal justice, or related field; or equivalent degree and/or work experience combination.
After certification, perform as NCIC $8 monitor.
Successful completion of Responding to Missing and Abducted Children Regional Training or other courses assigned by the Manager of the Call Center.
Experience with the organization for a minimum of 6 months, or in the opinion of the Director of the Call Center, must have exhibited performance above that normally required of the position.
Good verbal, written and telephone communications skills.
Low error rate on reports.
Quick call response and turnaround time.
Ability to work flexible hours, including varying shifts and regular weekend shifts.
Type 40 wpm.
If hired as a bilingual operator, must be fluent in English and foreign language.
Knowledge of word processing, database programs, and Internet applications.
Perform independently.
Displays and applies thorough knowledge of the protocol of the Call Center and NCMEC.
Exhibit extensive knowledge of the organization’s Procedures and Operations Manual.
Strong verbal and written communication skills.
Excellent organizational and interpersonal skills.
Ability to prioritize multiple tasks.
Demonstrated word processing, spreadsheet and database software proficiency.
Adaptability, flexibility and ability to work as part of a team or in an individual capacity.
Ability to handle and maintain the integrity and confidentiality of highly sensitive material and information.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Respond to calls to the national 800 missing and exploited children hotline.
Communicate with/about and respond appropriately to AMBER Alert requests and disseminations.
Intake accurate detailed reports on sightings and leads, on missing children including child exploitation and child pornography. Utilize available information to determine missing children case types.
Serve as a referral source to callers to include law enforcement, state clearinghouses, NPOs, and other resource organizations.
Determine appropriate publications for callers requesting mailed materials and enter orders into database.
Respond appropriately to missing and/or exploited children leads and information received via NCIC, news reports, online communication, Locater posters, TDD, AMBER Alerts, and/or messages by conducting callbacks to reporting parties and law enforcement agencies.
Enter CyberTipline Reports online of cases of child exploitation and child pornography.
Field calls to appropriate NCMEC personnel.
Direct caller to resources available on NCMEC’s website.
Provide notifications to on-call case managers, FBI, and other agencies after hours, on critical missing children cases.
Take recovery reports of missing children and forward them to the appropriate case manager.
Ensure disaster readiness which includes that of facility and staff, as well as phone and computer equipment and computer programs. Disseminate information regarding new partnerships, equipment and/or external training with Call Center staff, as required.
Update Call Center staff on new disaster-related protocols and procedures (i.e. – Disaster Call Tally Reporting Form).
Complete all required disaster online training in a timely fashion.
Communicate with co-workers, management, law enforcement officials, and others in a courteous and professional manner.
Conform with and abide by all regulations, policies, work procedures, and instructions.
Respond promptly when returning telephone calls and replying to correspondence and faxes.
Perform as acting shift supervisor in the absence of a Call Center Supervisor.
Function as shift database editor and monitor critical leads for possible immediate action.
Reviews and prioritizes child exploitation reports submitted online through the CyberTipline.
Assist in the training of new Call Center Specialists.
Check the “Hotline Messenger” and “General Inquires” email account periodically and deal with emails appropriately.
Perform a change of shift brief with the incoming shift to notify them of any and all critical events.
Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide.
Promote a professional image.