Support Specialist, ASD

TITLE : Support Specialist, Analytical Services Division (ASD)


FLSA : Non-exempt


DIVISION : Analytical Services Division


DEPARTMENT : Analytical Services Division


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 a Child Sex Trafficking Team 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 is responsible for providing overall support to the Child Sex Trafficking Team (CSTT) within ASD including some analytical work on child sex trafficking requests. The Support Specialist will also perform administrative support for the Child Sex Trafficking Recovery Services Team (RST), including entering and maintaining information in Salesforce. The Support Specialist is the primary person responsible for entering requests for analytical assistance, soliciting and entering feedback, and monitoring work queues to enter analyst/resources specialist assignments.


These reports may contain details about child abductions, child abduction homicides, 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 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 and the position requires an enthusiastic and a self-motivated candidate who possesses abstract thinking and a tenacious perspective to further our efforts surrounding NCMEC's mission.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

• This position requires the ability to access and use NCIC/Nlets data after successfully completing VCIN certification
• Enter all technical assistance requests, CyberTipline reports, and external Requests for Information from law enforcement related to analytical assistance in cases involving missing/abducted children and child sex trafficking
• Monitor work queues involving CyberTipline reports, external requests for information, and child sex trafficking recovery services to assign reports and cases to the appropriate analyst or resource specialist
• Enter information and create cases within Salesforce related to missing children being exploited through sex trafficking
• Review Case Manager documentation to identify when missing child cases are ready for outreach by the Recovery Services Team
• Review current and historical missing child case files to create summary notes to support Recovery Services Team efforts
• Enter and assign leads generated through recurring batching for cases involving missing/abducted children and child sex trafficking
• Responsible for disseminating requests for feedback on cases in which ASD has provided analytical assistance including entering any responses received into the appropriate report. The cases may be generated through the CyberTipline, Call Center, NCMEC case managers, or law enforcement direct contact. This may include follow up phone calls and email communication to solicit information regarding the outcome of report
• Handle information requests, CyberTipline reports, and not infile leads regarding missing/abducted children, possible child sex trafficking and various other topics using external (JusticeXchange, LexisNexis, Accurint, TLO, and Clear) and internal (NCMEC) systems. Some analysis required
• Enter contacts and maintain the integrity of the law enforcement and child sex trafficking contacts database
• Review CyberTipline reports and NCMEC missing child intakes for physical identifiers including, but not limited to scars, marks, tattoos in order to update and maintain the child sex trafficking team's physical identifier spreadsheet
  
  
  Assist the Child Sex Trafficking Team in creating work products of missing children thought to be involved in child sex trafficking for large and small-scale operational assistance to law enforcement
• Update and maintain a Support Specialist training manual and support the Program Managers and Supervisors with other sections of training manual updates
• Work closely with analysts, Supervisors and Program Managers on specific projects or cases involving missing/abducted children or child sex trafficking
• Assist the ASD Managers with special projects and other duties as assigned
• Coordinate and at times train interns to assist with ASD projects to include the physical identifiers spreadsheet and others
• Conduct tours of NCMEC and demonstrations of the work done by ASD for NCMEC visitors
• Ability to work a flexible schedule to include evening hours and weekends, as required
• 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, 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 and replying to correspondence
• Other duties as assigned

EDUCATION AND EXPERIENCE:

• Bachelor's Degree in Criminal Justice, Sociology or related discipline preferred
• 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
• Skilled in the use of MS Office Suite or an equivalent office suite product
• Knowledge of database and spreadsheet applications
• Strong Internet skills, to include familiarization with popular social networking sites, various search engines and email searches
• Strong attention to detail and maintain accuracy in data entry
• Ability to travel as needed (conferences, training, etc.)
• 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