Support Specialist, Team HOPE FAD

National Center for Missing & Exploited Children•Alexandria, VA

About The Position

National Center for Missing & Exploited Children Position Description TITLE: Support Specialist Team HOPE LOCATION: Alexandria VA, or Rochester NY DATE PREPARED: January 2026 FLSA: Non-Exempt DIVISION: Family Advocacy Division PROGRAM: Team HOPE TRAVEL REQUIREMENT: Not to exceed 10% (to attend trainings and conferences). HOURS and SCHEDULE: Thursday – Monday, 9:00am to 5:30pm (37.5 hours within five (5) days per week); unless otherwise required or approved by management. Requires evening availability to respond to requests, as required. SUPERVISION RECEIVED: Works under the general supervision of the Director, Team HOPE SUPERVISION EXERCISED: None RESPONSIBILITY FOR PUBLIC CONTACT: Regular contact with adults who were missing and/or exploited as children or family members who have a missing and/or exploited child, volunteers, local and federal law enforcement, as well as outside vendors such as travel agencies and hotel staff for trainings. Daily contact requiring courtesy, discretion, and sound judgment LICENSING AND CERTIFICATION: None ESSENTIAL DUTIES AND RESPONSIBILITIES: Assist in daily operations of the Team HOPE Program to include: Answer, assess and evaluate Team HOPE incoming toll-free calls. Create , assign and update case information in appropriate databases. Monitor and inform consultants and volunteers regarding recoveries of missing child cases Keep a positive working relationship with all requesting organizations. Record meeting notes for Team HOPE meetings. Assist with mailings to volunteers to include proofreading documents and newsletters. Assist the Director and Program Specialist in the planning and logistics of annual volunteer trainings for new and active volunteers to include development of training curricula; preparation of training materials; recruit and screen new Team HOPE volunteers. Assist with planning and recording of online trainings and webinars and yearly evaluations. Assist the Director and Program Specialist with planning and logistics of in person Consultants meetings to include travel assistance for Consultants. Update Team HOPE PPT documents annually with new data from previous year. Perform special projects and duties as assigned to support Team HOPE and FAD initiatives. Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide. Document case activity in compliance with established procedures. Promote a professional image. Communicate with co-workers, management, Law Enforcement officials, and others in a courteous and professional manner. Conform with and abide by all regulations including confidentiality, policies, work procedures, and instructions. Respond promptly when returning telephone calls and replying to correspondence. EDUCATION AND EXPERIENCE: HS diploma required. Associate degree or bachelor's degree in human services, criminal justice, or related field preferred. Minimum of two (2) to three (3) years of relevant experience Bilingual in Spanish is strongly preferred Serving people with a high level of cultural and emotional sensitivity desired. (i.e. Rape Crisis Center, first responder call centers). Prior administrative support experience. Basic data entry and data collection experience preferred. KNOWLEDGE, SKILLS AND ABILITIES Excellent written and verbal communications, interpersonal and organizational skills. Demonstrated word processing skills and proficiency in database management. Ability to analyze and collect data. Ability to prioritize multiple tasks and learn new systems. 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. This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Requirements

HS diploma required. Associate degree or bachelor's degree in human services, criminal justice, or related field preferred.
Minimum of two (2) to three (3) years of relevant experience
Excellent written and verbal communications, interpersonal and organizational skills.
Demonstrated word processing skills and proficiency in database management.
Ability to analyze and collect data.
Ability to prioritize multiple tasks and learn new systems.
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

Bilingual in Spanish is strongly preferred
Serving people with a high level of cultural and emotional sensitivity desired. (i.e. Rape Crisis Center, first responder call centers).
Prior administrative support experience.
Basic data entry and data collection experience preferred.

Responsibilities

Assist in daily operations of the Team HOPE Program
Answer, assess and evaluate Team HOPE incoming toll-free calls.
Create , assign and update case information in appropriate databases.
Monitor and inform consultants and volunteers regarding recoveries of missing child cases
Keep a positive working relationship with all requesting organizations.
Record meeting notes for Team HOPE meetings.
Assist with mailings to volunteers to include proofreading documents and newsletters.
Assist the Director and Program Specialist in the planning and logistics of annual volunteer trainings for new and active volunteers to include development of training curricula; preparation of training materials; recruit and screen new Team HOPE volunteers. Assist with planning and recording of online trainings and webinars and yearly evaluations.
Assist the Director and Program Specialist with planning and logistics of in person Consultants meetings to include travel assistance for Consultants.
Update Team HOPE PPT documents annually with new data from previous year.
Perform special projects and duties as assigned to support Team HOPE and FAD initiatives.
Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide.
Document case activity in compliance with established procedures.
Promote a professional image.
Communicate with co-workers, management, Law Enforcement officials, and others in a courteous and professional manner.
Conform with and abide by all regulations including confidentiality, policies, work procedures, and instructions.
Respond promptly when returning telephone calls and replying to correspondence.