Support Specialist

Support Specialist, CyberTipline (CT)

National Center for Missing & Exploited Children

Location: Alexandria, Virginia

Last Updated: October 2020 FLSA: Non-Exempt

Division: Exploited Children Division (ECD)

Department: CyberTipline (CT)

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 needed.

Supervision Received: Position reports to the CyberTipline Program Manager and may work under the supervision of a team leader.

Supervision Exercised: None

Responsibility for Public Contact: Position requires daily written and verbal contact with CyberTipline reporting people on sensitive issues. Frequent contact with law enforcement, visitors, and other interested parties requiring courtesy, empathy, discretion, and sound judgment is required.

Licensing and Certification: None

General Description: Position is responsible for providing overall support to the CyberTipline within the Exploited Children Division including some analytical work linking report and suspect information in order to update corresponding information in the system. The Support Specialist is the primary person responsible for supporting the initial CyberTipline report triage process. These cases may contain pornographic content or links to pornographic content online. This content may depict minors and/or adults. Such assistance requires an employee that can handle exposure to sensitive content, demonstrate a high level of accuracy and thoroughness in their work product, and thrives 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.

Essential Duties and Responsibilities

• Review call recordings and conduct initial background research on CyberTipline leads, using both internal and external sources of information, in an effort to reduce child sexual exploitation.
• Review and triage incoming emails to CyberTipline email account; coordinate entry of CyberTipline reports and Technical Assistance requests from sources including mail, the NCMEC website, Call Center, IC3; assign reports/requests to appropriate team for processing; ensure that requests that do not involve the ECD are properly routed to the appropriate individual or NCMEC division.
• Review and triage incoming CyberTipline reports, to include conducting deconfliction searches, with special attention for time sensitive details in order to make reports available to law enforcement agencies per ECD policy or to route reports to the appropriate ECD team for further processing.
• Communicate with reporting parties via email and phone as necessary while updating CyberTipline Reports, to obtain appropriate and necessary report-related information.
• Communicate with law enforcement and other NCMEC divisions via email and phone as necessary regarding requests for Technical Assistance and information, to include answering the CyberTipline phone line.
• Assisting team leaders with statistical and operational data management. This includes but not limited to helping prepare distribution of workload based on staffing needs, daily processing tasks, weekly reporting numbers, etc.
• Produce, send, receive, follow up on, and enter "feedback" requests for all local law enforcement agencies in receipt of CyberTipline reports in order to ensure case status is accurately reflected; this entails conducting CyberTipline database searches to connect suspect information with all related reports.
• Provide access to CyberTipline reports when requested by ECD staff members to law enforcement.
• Organize, inventory, and stock CyberTipline promotional items and ship same to law enforcement, the public, and for use in conferences.
• Schedule presentations and conferences for ECD staff members; includes ordering of food, set up, and clean up.
• 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.
• 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.

Education and Experience

• 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.

Knowledge, Skills and Abilities

• 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.