Case Manager 2

Case Manager 2 (Bilingual in Spanish preferred)

Location: Lake Park, FL

FLSA Status: Exempt

Division: Missing Children Division (MCD)

Department: Case Management

Travel Requirement: As required by management.

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. This position may require shift work and on-call responsibilities. This position may be responsible for covering the evening shift (i.e. 2:00 pm to 10:00 pm, Monday – Friday) or weekends, if requested.

Reports To: This position reports to the Supervisor, Case Management and works under the general supervision of the Vice President, Missing Children Division (MCD) and Director, Case Management of MCD.

Supervision Exercised: None.

Responsibility for Public Contact: Daily contact 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 is responsible for the handling of lead and intake information as assigned by the Vice President, MCD and Director, Case Management of MCD. Analyze, collate, and disseminate information concerning missing and exploited children to the appropriate investigative agencies. Maintain contact and provide technical assistance to parents, police, and other authorized agencies involved in providing services for missing and exploited children. Coordinate NCMEC resources within a team environment, to include (but not limited to) Long Term Missing Case Managers, Forensic Case Managers, MCD Case Managers, Analytical Services Division, Team Adam, Family Advocacy Division to assist and support law enforcement agencies and families associated with these cases.

This position may require shift work and on-call responsibilities. This position may be responsible for covering the evening shift (i.e. 2:00pm to 10:00pm, Monday – Friday) or weekends, if requested.

Essential Duties and Responsibilities:

• Manage missing child cases from the time of assignment through the recovery process with responsibility for their own individual caseload.
• Make initial and follow-up contact with parents, guardians, law enforcement on assigned cases. Assess each individual case for criticality and high-risk patterns, and provide all necessary resources, including emergency media and deployments as case circumstances change or evolve.
• Verify existence of police report and NCIC entry concerning missing children cases and provide follow-up technical support and assistance to parents, guardians and law enforcement.
• Access information and query the FBI's National Crime Information Center (NCIC) computer and National Law Enforcement Telecommunications System (NLETS), as needed.
• Establish, maintain, and foster close working relationship with parents, guardians and law-enforcement contacts as the assigned case's primary point of contact.
• Provide technical assistance to parents, guardians, law-enforcement, and other authorized agencies on domestic and international resources in a timely and professional manner, and assess each individual case for criticality and high-risk patterns.
• Document case activities using a computer database and disseminate information to appropriate agencies and organizations in a timely manner and in compliance with established procedures.
• Review and analyze case reports and leads to ensure all possible analytical avenues have been considered and leads addressed appropriately.
• Prepare and draft summary, progress and supplemental reports for internal case management review and media purposes.
• Organize case information and maintain a working electronic case file containing documentation of all activities as well as materials.
• Prepare appropriate cases for "media-ready" status in accordance with established case management policies and procedures.
• Make poster targeting assessments and then target "media-ready" cases with appropriate poster distribution partners, liaise with NCMEC's Communication Division and other available resources in pertinent geographic locations.
• Process recovered or resolved cases with all appropriate and necessary information and data to ensure the integrity of the database.
• Provide reunification and post-recovery support to families with missing and exploited children cases in a timely and professional manner.
• Maintain strict confidentiality of all law enforcement sensitive and case related information.
• As directed, conduct initial training and assist with ongoing training of interns, volunteers and new staff in the proper use of computers, database searches, resources and other MCD tasks.
• As directed, prepare, write, edit and update training and reference materials for Case Manager position.
• As needed or directed, represent MCD for tours, presentations, and have a strong understanding of all services offered within MCD and other core functions within the organization.
• Perform specific case management tasks on cases as directed by MCD supervisory staff.
• Consistently demonstrate to MCD supervisory staff the ability and skills to undertake additional responsibilities within MCD.
• Assist other staff members when needed [i.e. staffing shortages, emergent situations].
• Handle critical and escalation casework assigned during business hours extending into nights and weekends as required.
• Assigned to a Case Management on-call/off-hours rotation to handle critical and escalation casework and provide after-hours technical assistance and resources.
• Provide training, mentoring, direction, and overview of activities for case managers, interns and volunteers.
• Maintain a professional and courteous demeanor at all times.
• Promote and exhibit loyalty to the National Center for Missing & Exploited Children and the cause of protecting children worldwide.
• 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, policies, work procedures, and instructions.
• Respond promptly when returning telephone calls, emails and all other correspondence both internally and externally.

Education and Experience:

• Bachelor's degree in Human Services, Criminal Justice or related field; or equivalent combination of education and work experience.
• Experience with criminal justice, law, international relations, counseling or victim's services preferred.
• Minimum of four (4) years of experience in law enforcement, social work, investigations or a related field.
• Must have met the requirements and/or responsibilities of the Case Manager 1 position, or possess equivalent work experience for a period of no less than 2 years.
• Must not have undergone any disciplinary or corrective actions for a period any less than one year.
• Must have maintained an acceptable time and attendance record for a period of no less than one year.

Skills, Knowledge, and Abilities:

• Have a high degree of understanding of case management databases and MCD/NCMEC programs.
• Knowledge, understanding, and ability in the operation of NCIC, NLETS, and microcomputer systems.
• Knowledge of word processing, spreadsheets, database software, social media/network sites, and database programs and applications.
• Demonstrate strong organizational ability and skills in problem solving.
• Ability to manage, prioritize and complete numerous tasks in a fast-paced work environment under tight deadline restrictions.
• Produce work product with a high degree of accuracy and attention to detail.
• Excellent verbal and telephone communication skills and a demonstrated capacity to communicate effectively and compassionately with individuals in crisis.
• High degree of accountability.
• Self-starter, highly motivated and able to work with minimal supervision and direction.
• Ability to mentor, guide and assist fellow colleagues, interns and volunteers.
• Ability to work evening and weekend shifts as well as rotating on-call shifts as assigned.
• Knowledge of criminal justice and social service systems including knowledge of police procedures and methodology.
• Bi-lingual English/Spanish language skills preferred with cultural competency with respect to Mexico and Latin America highly desired.
• Strong verbal and written communication skills.
• Excellent organizational and interpersonal 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.