Support Specialist, CyberTipline
About The Position
The Support Specialist provides overall support to the CyberTipline program within the Exploited Children Division, including analytical work that links report and victim information and updates corresponding system records. The role is primarily responsible for supporting the survivor services program through report triage, victim database management, and quality assurance. Some cases may include pornographic content or links to it, potentially depicting minors or adults. The position requires handling sensitive material and communicating with survivors and their families using a victim-centric, empathetic approach. The role requires accuracy and thoroughness, as well as the ability to manage a fast-paced workload, multitask, and meet deadlines. It also provides administrative, operational, and project support to CyberTipline and Exploited Children Division staff. The position is based in Alexandria, Virginia, and generally works Monday through Friday from 9:00 a.m. to 5:30 p.m. (37.5 hours per week), with flexibility for evening and weekend work as needed. Travel may be required for conferences, training, and other needs. The position reports to the Program Manager of CyberTipline and may work under a team leader; it has no supervisory responsibilities.
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 may substitute.
- Excellent organizational, interpersonal, verbal, telephone, and written communication skills.
- Ability to prioritize workload, multitask, meet deadlines, and thrive in a fast-paced environment.
- Demonstrated knowledge of evidence-based trauma-informed practices and methods and techniques for effective program administration.
- Ability to work with individuals in crisis and handle difficult or disturbing case situations.
- 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 as part of a team or independently.
- Ability to handle highly sensitive material and information while maintaining its integrity and confidentiality.
- Ability to travel as needed for conferences, training, and similar activities.
- Ability to work a Monday–Friday schedule from 9:00 a.m. to 5:30 p.m., with flexibility for evening hours and weekends as needed.
Nice To Haves
- A minimum of three years of professional experience is preferred.
Responsibilities
- Review and triage incoming public CyberTipline reports, including third-party and victim/survivor reports, conduct deconfliction searches, and identify time-sensitive details or high-priority justifications.
- Review call recordings and research CyberTipline leads using internal and external sources to help reduce child sexual exploitation.
- Communicate with reporting parties by email and phone as needed to obtain relevant information for reports.
- Contact law enforcement and victim advocates about NCMEC resources for survivors of child sexual abuse material (CSAM).
- Administer future feedback surveys to people who submit 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 appropriate sharing with law enforcement, private attorneys, and other child-helping professionals.
- Assist the Notice Tracking Team with triaging the ESP Notifications inbox and incoming reports and with efforts to streamline image verification and takedown.
- Help maintain the survivor services client tracking database.
- Help maintain, quality-check, and report on victim-rights preferences, including notification, restitution, and victim impact statements, for approved external agencies initiating the victim-rights process.
- Organize, inventory, and stock ECD promotional items and ship them to law enforcement, the public, and conferences.
- Assist with logistics for ECD presentations, roundtables, and conferences, including booking participant travel, ordering food, setup, and cleanup.
- Maintain the CyberTipline Public Reports shift calendar, staffing lists, emergency contact information, and other departmental administrative items.
- Provide administrative support such as faxing, filing, preparing correspondence, shipping packages, and scanning documents.
- Schedule staff meetings and record meeting minutes.
- Follow applicable instructions, policies, regulations, procedures, and the ECD Mission and Values; promote NCMEC’s mission, maintain a professional image, communicate courteously and professionally, and respond promptly to calls and correspondence.
- Perform other duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
