Support Specialist, CyberTipline
About The Position
The Support Specialist provides overall support to the CyberTipline program within the Exploited Children Division, including analytical work linking report and victim information and updating corresponding system records. The role is the primary support for the survivor services program, including triage of Notice Tracking and victim/survivor reports, victim database management, and quality assurance. Some cases may include pornographic content or links to such content, potentially depicting minors or adults. The position requires handling sensitive material and communicating with survivors and families using a victim-centric, empathetic approach. Accuracy, thoroughness, multitasking, time management, and the ability to work in a fast-paced environment are essential. The Support Specialist also performs administrative duties and other projects as assigned. The position is based in Alexandria, Virginia, and reports to the Program Manager of CyberTipline; it may also work under a team leader's supervision. The schedule is Monday through Friday, 9:00 a.m. to 5:30 p.m. (37.5 hours across five days), with flexibility to work evenings and weekends as needed. Travel may be required for conferences, training, and other needs. The role involves daily written and verbal contact with victims and survivors of child sexual exploitation, as well as frequent contact with law enforcement, attorneys, therapists, visitors, and other interested parties.
Requirements
- Associate's degree in Criminal Justice, Human Services, Computer Science, or a related discipline; alternatively, a bachelor's degree and one year of relevant experience.
- Excellent organizational, interpersonal, verbal, telephone, and written communication skills.
- Ability to prioritize workload, multitask, meet deadlines, and thrive in a fast-paced environment.
- Knowledge of evidence-based trauma-informed practices and methods and techniques for effective program administration.
- Ability to work with individuals in crisis.
- Ability to work with difficult or disturbing case situations and knowledge of self-care strategies.
- Proficiency with MS Office Suite or an equivalent office suite, including database and spreadsheet applications.
- Strong internet skills.
- Adaptability, flexibility, and ability to work both as part of a team and independently.
- Ability to handle highly sensitive material and information while maintaining its integrity and confidentiality.
- Ability to travel as needed for conferences, training, and other needs.
Nice To Haves
- Minimum of three years of professional experience is preferred.
Responsibilities
- Review and triage incoming public CyberTipline reports, including third-party and victim/survivor reports, and conduct deconfliction searches, with attention to time-sensitive details and high-priority justifications.
- Review call recordings and conduct background research on CyberTipline leads using internal and external information sources.
- Communicate with reporting parties by email and phone as needed to obtain report-related information.
- Contact law enforcement and victim advocates to discuss NCMEC resources for CSAM survivors.
- Administer follow-up feedback surveys to reporting persons on public reports.
- Assist team leaders with statistical and operational data management, including workload distribution, daily processing tasks, and weekly reporting numbers.
- Provide access to CyberTipline and Survivor Service reports to ECD staff for sharing with law enforcement, private attorneys, or other child-helping professionals as appropriate.
- Assist the Notice Tracking Team, including triaging the ESP Notifications inbox and incoming reports and supporting image verification and takedown efforts.
- Maintain the client-tracking database for survivor services reports.
- Assist with quality assurance, maintenance, and reporting on victim-rights preferences, including notification, restitution, and victim impact statements, to approved external agencies.
- Organize, inventory, and stock ECD promotional items and ship them to law enforcement, the public, and conferences.
- Assist with logistics for presentations, roundtables, and conferences, including participant travel, food orders, setup, and cleanup.
- Maintain the CyberTipline Public Reports shift calendar, staffing lists, emergency contact information, and other departmental administrative items.
- Perform administrative support duties such as faxing, filing, preparing correspondence, shipping packages, and scanning documents.
- Schedule staff meetings and record meeting minutes.
- Follow organizational instructions, policies, regulations, work procedures, and the ECD Mission and Values.
- Promote the mission of NCMEC and the protection of children worldwide, maintain a professional image, and communicate courteously and professionally with colleagues, management, the public, law enforcement, and other agencies.
- Respond promptly to telephone calls and correspondence.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
