Support Specialist, ASD

Support Specialist, Analytical Services Division (ASD)

Location: Alexandria, Virginia

FLSA: Non-exempt

Division: Analytical Services Division (ASD)

Department: Analytical Services Division (ASD)

Travel Requirement: Ability to travel as needed (conferences, training, etc.)

Hours and Schedule: Monday Friday, 9:00am to 5:30pm (37.5 hours within five (5) days per week); unless otherwise required or approved by management. Ability to work flexible schedule to include evening hours and weekends, as required.

Reports To: Works under the general supervision of an ASD Supervisor, but works collaboratively with the entire ASD Management Team.

Responsibility for Public Contact: Position requires daily contact with law enforcement and at times reporting people (public) on sensitive issues requiring courtesy, discretion, and sound judgment.

Licensing and Certification: Must be eligible to apply for VCIN certification which requires either U.S. citizenship or having been a lawful resident of the U.S. for the past 10 consecutive years. Must obtain VCIN certification within three (3) months of hire and maintain certification including completion of all required training. VCIN certification requires background screening, to include fingerprinting, criminal history check, and professional references.

General Description:

Position supports the Missing Child & Data Analytics Team (MCDAT) and Sex Offender Tracking Team (SOTT) within ASD by providing overall support to missing child cases, the attempted abduction program, and noncompliant sex offender requests. Responsibilities include entering technical assistance requests, soliciting and documenting feedback, monitoring work queues for analyst assignment, and some analytical work as needed. The content of reports may involve written materials and images that reference or detail crimes against children or adults to include child abduction, child sexual exploitation, violence, child homicide and unidentified human remains believed to be children. Such assistance requires an employee that can handle exposure to sensitive content as well as demonstrate a high level of accuracy and thoroughness in their work product. The Support Specialist is also responsible for various additional projects as needed, and the position requires an enthusiastic and self-motivated candidate who possesses abstract thinking and a tenacious perspective to further our efforts surrounding NCMEC's mission.

Essential Duties and Responsibilities:

• Access and utilize NCIC/Nlets data after successfully completing VCIN certification
• Respond to general inquiries and technical assistance requests regarding noncompliant sex offenders, primarily those received though the SOTT general inbox, ensuring timely and appropriate responses
• Enter all technical assistance requests, including performing deconfliction for prior requestors and conducting initial searches of online resources, to provide analysts with identifying information, when applicable
• Conduct outreach efforts to offer SOTT assistance to state, local, and federal law enforcement agencies
• Monitor applicable report queues to ensure timely assignments to analysts
• Handle various batching responsibilities for missing/abducted child cases, to include uploading data, reviewing hits, entering leads and/or disseminating to analysts, as needed
• Monitor team email for photos and other supporting documents received related to infile leads, external requests for information and/or not infile leads and uploading that information to the appropriate report
• When necessary, handle information requests, CyberTipline reports, and not infile leads regarding missing/abducted children and various other topics using external (JusticeXchange, LexisNexis, Accurint, TLO, and Clear) and internal (NCMEC) systems. Some analysis required.
• Disseminate feedback requests for ASD-assisted cases, record responses in the appropriate report, and conduct follow-up via phone or email, as needed
• Enter new law enforcement contacts and maintain the integrity of existing law enforcement contacts
• Assist MCDAT in supporting law enforcement during missing child operations by deconflicting case information and creating thumbnail posters and bio packets
• Update and maintain the Support Specialist training manuals and assist with updating other manuals, as needed
• Compile updates provided by ASD management and each team during the ASD Monthly Meeting and disseminate them to the division
• Provide ASD tour stops at NCMEC HQ for NCMEC visitors
• Promote a professional image
• Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide
• Conform with and abide by all regulations, policies, work procedures, and instructions
• Communicate with co-workers, management, law enforcement officials, and others, in a courteous and professional manner
• Respond promptly when returning telephone calls and replying to correspondence
• Assist the ASD Managers with special projects and other duties as assigned

Education and Experience:

• Bachelor's Degree in Criminal Justice, Sociology or related discipline.
• Minimum of 1 year professional experience preferred.

Knowledge, Skills and Abilities:

• Excellent verbal, telephone, and written communications skills
• Ability to prioritize workload and meet deadlines
• Strong computer skills to include the use of MS Office Suite
• Strong internet skills, including familiarity with popular social networking sites, various search engines, and email search techniques
• Adaptability, flexibility, and ability to work both independently and collaboratively within a team
• Ability to handle and maintain the integrity and confidentiality of highly sensitive material and information