Support Specialist, CyberTipline (CT)
Req #416
Location: Alexandria, VA
HOURS and SCHEDULE:
Basic hours are Monday – Friday, 9:00am to 5:00pm eastern time (37.5 hours within (5) days per week); unless otherwise required or approved by management. Ability to work flexible hours, including weekends/holidays, as needed. As this position supports the UK, some hours may be required outside of normal business hours.
SUPERVISION RECEIVED:
Position reports to the Program Specialist, CyberTipline.
RESPONSIBILITY FOR PUBLIC CONTACT:
Position requires daily contact with CyberTipline reporting people on sensitive issues. Frequent contact with law enforcement, ESP’s, partner stakeholders, visitors, and other interested parties requiring courtesy, discretion, and sound judgment is required.
GENERAL DESCRIPTION:
Position is responsible for providing overall support to the CyberTipline International Team for United Kingdom reports within the Exploited Children Division. The Support Specialist is responsible for some analytical work to identify links between reported information which may be related, to update correspondence information in the CyberTipline system, and to make reports available to law enforcement agencies per ECD policy.
The Support Specialist is the primary person responsible for the initial triage for reports that resolve back to the United Kingdom. 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 and triage incoming emails to the CyberTipline email account including: coordinate entry of CyberTipline reports and Technical Assistance requests from UK law enforcement and 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 that resolve back to the United Kingdom, 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.
- Assist in producing statistical reports on United Kingdom reports as needed on a daily, weekly and monthly basis.
- Produce, send, receive, follow up on, and enter “feedback” requests for all local UK law enforcement agencies in receipt of CyberTipline reports to ensure case status is accurately reflected; this entails conducting CyberTipline database searches to connect suspect information with all related reports.
- Perform other administrative support duties such as meeting preparation and note-taking, preparing correspondence, shipping packages, and scanning documents.
- Conform with and abide by all instructions, policies, regulations, and work procedures.
- Other duties as assigned.
- Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide.
- Promote a professional image.
- Conform with and abide by all regulations, policies, work procedures and instructions, including the ECD Mission and Values.
- 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 and faxes.
EDUCATION AND EXPERIENCE:
- Associate 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 for 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.
