Support Specialist, CT

National Center for Missing & Exploited Children • Alexandria, VA

4d • Onsite

About The Position

The Support Specialist, CyberTipline (CT) position is responsible for providing overall support to the CyberTipline within the Exploited Children Division (ECD). This includes analytical work to link report and suspect information and update the system. The Support Specialist is the primary person responsible for supporting the initial CyberTipline report triage process. These cases may contain sensitive content, including pornographic material depicting minors and/or adults. The role requires an employee who can handle exposure to sensitive content, demonstrate high accuracy and thoroughness, and thrive in a fast-paced environment. Critical skills include multi-tasking and time management. The Support Specialist is also responsible for various additional tasks and projects.

Requirements

• Associate’s Degree in Criminal Justice, Human Services, Computer Science or related discipline.
• Minimum of two years professional experience preferred.
• Can be substituted by a bachelor’s degree and one year of relevant experience.
• Excellent organizational, interpersonal, verbal, telephone, and written communications skills.
• Ability to prioritize workload, multi-task, meet deadlines and thrive in a fast-paced environment.
• Skilled in the use of MS Office Suite or an equivalent office suite product including the knowledge of database and spreadsheet applications.
• Ability to travel as needed (conferences, training, etc.).
• Strong Internet skills.
• 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.

Responsibilities

• Review call recordings and conduct initial background research on CyberTipline leads using internal and external sources to reduce child sexual exploitation.
• Review and triage incoming emails to the CyberTipline email account, coordinating the entry of CyberTipline reports and Technical Assistance requests from various sources.
• Assign reports/requests to the appropriate team for processing and ensure that requests not involving the ECD are routed correctly.
• Review and triage incoming CyberTipline reports, including conducting deconfliction searches, with attention to time-sensitive details to make reports available to law enforcement agencies or route them to the appropriate ECD team.
• Communicate with reporting parties via email and phone as necessary to obtain appropriate report-related information.
• Communicate with law enforcement and other NCMEC divisions via email and phone regarding Technical Assistance and information requests, including answering the CyberTipline phone line.
• Assist team leaders with statistical and operational data management, including preparing workload distribution based on staffing needs, daily processing tasks, and weekly reporting numbers.
• Produce, send, receive, follow up on, and enter “feedback” requests for local law enforcement agencies to ensure accurate case status reflection, which involves conducting CyberTipline database searches to connect suspect information with related reports.
• Provide access to CyberTipline reports to law enforcement upon request by ECD staff members.
• Organize, inventory, and stock CyberTipline promotional items and ship them to law enforcement, the public, and for use in conferences.
• Schedule presentations and conferences for ECD staff members, including ordering food, setup, and cleanup.
• Provide administrative support to maintain the CyberTipline shift calendar, staffing lists, emergency contact information, and other department administrative items.
• Perform other administrative support duties such as faxing, filing, preparing correspondence, shipping packages, and scanning documents.
• Schedule and record meeting minutes for bi-weekly staff meetings.
• Conform with and abide by all actions, policies, regulations, and work procedures.
• Perform other duties as assigned.
• Conform with and abide by all regulations, policies, work procedures, and instructions, including the ECD Mission and Values.
• Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide.
• Promote a professional image.
• Communicate with co-workers, NCMEC management, the public, law enforcement officials, and other agencies in a courteous and professional manner.
• Respond promptly when returning telephone calls and replying to correspondence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree