Support Specialist, CyberTipline

National Center for Missing & Exploited Children

Position Description

TITLE:                                                  Support Specialist, CyberTipline

LOCATION:                                         Alexandria, Virginia

FLSA:                                                   Non-exempt

DIVISION:                                           Exploited Children Division (ECD)

DEPARTMENT:                                   CyberTipline

AREA OF FOCUS:                               Public Reports

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 Program Manager of CyberTipline 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 victims/survivors of child sexual exploitation on sensitive issues.  Additional frequent contact with law enforcement, private attorneys, therapists, 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 program within the Exploited Children Division including some analytical work linking report and victim information in order to update corresponding information in the system.  The Support Specialist is the primary person responsible for support of the survivor services program, including the triage of reports related to Notice Tracking and victim/survivor reports as well as victim database management and quality assurance.  In some circumstances, 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, utilizing a victim-centric approach with all communications, demonstrating empathy and support for survivors and their families.  Critical skills include high level of accuracy and thoroughness in work product, managing a fast-paced work environment, multi-tasking and time management.  The Support Specialist is also responsible for various additional tasks and projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Review and triage incoming public CyberTipline reports (including 3rd party or victim/survivor reports), conduct deconfliction searches, with special attention for time sensitive details or high priority justifications.

Review call recordings and conduct background research on CyberTipline leads, using both internal and external sources of information, in an effort to reduce child sexual exploitation.

Communicate with reporting parties via email and phone as necessary while processing CyberTipline Reports, to obtain appropriate and necessary report-related information.

Routinely contact law enforcement and victim advocates to discuss NCMEC resources for CSAM survivors.

Administer future feedback surveys to reporting persons on public reports.

Assist 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. 

Provide access to CyberTipline and Survivor Service reports when requested by ECD staff members to law enforcement and private attorneys or other child-helping professions as appropriate.

Assist Notice Tracking Team on related efforts including triage of ESP Notifications inbox, triage of incoming reports, and any necessary steps to streamline verification and takedown of images.

Assist in maintenance of client tracking database for survivor services reports.

Assist with maintenance, quality assurance and reporting on victim rights preferences (notification, restitution, victim impact statements) to approved external agencies to initiate the victim rights process.

Organize, inventory, and stock ECD promotional items and ship same to law enforcement, the public, and for use in conferences.

Assist with logistics for presentations, roundtables and conferences for ECD staff members; includes booking participant travel, ordering of food, set up, and clean up.

Administrative support to maintain the CyberTipline Public Reports 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 staff meetings.

       Conform with and abide by all instructions, 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 three years professional experience preferred.

Can be substituted by a bachelor’s degree and one year of relevant experience.

Excellent organizational, interpersonal, verbal, telephone, and written communications skills.

Ability to prioritize workload, multi-task, meet deadlines and thrive in a fast-paced environment.

Demonstrated knowledge of evidence-based trauma informed practices, the methods and techniques for effective program administration.

Ability to work with individuals in crisis. 

Ability to work with difficult or disturbing case situations and knowledge of self-care strategies.

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.