Support Specialist, CT

National Center for Missing & Exploited Children•Alexandria, VA

3d•Onsite

About The Position

The Support Specialist, CyberTipline (CT) position within the Exploited Children Division (ECD) is responsible for providing overall support to the CyberTipline, including analytical work to link report and suspect information in the system. This role is primary for supporting the initial CyberTipline report triage process. The work involves handling sensitive content, requiring a high level of accuracy, thoroughness, and the ability to thrive in a fast-paced environment with strong multi-tasking and time management skills. Additional tasks and projects are also part of the responsibilities.

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 help 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 and requests to the appropriate team for processing and ensure proper routing of requests not related to the ECD.
Review and triage incoming CyberTipline reports, including conducting deconfliction searches, with attention to time-sensitive details for law enforcement agencies or routing to appropriate ECD teams.
Communicate with reporting parties via email and phone to obtain necessary report-related information.
Communicate with law enforcement and other NCMEC divisions via email and phone regarding Technical Assistance requests and information, including answering the CyberTipline phone line.
Assist team leaders with statistical and operational data management, including workload distribution, 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 CyberTipline database searches to connect suspect information with related reports.
Provide access to CyberTipline reports to law enforcement upon request from ECD staff members.
Organize, inventory, and stock CyberTipline promotional items and ship them to law enforcement, the public, and for conferences.
Schedule presentations and conferences for ECD staff, 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.
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.