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Full-time
associate degree, bachelor degree
Posted 18d ago
~38 hrs/week
Responsibilities
The Support Specialist is responsible for triaging CyberTipline reports, conducting background research, and coordinating with law enforcement agencies. They also provide administrative support, manage operational data, and assist in maintaining the integrity of sensitive case information.
Requirements
Candidates must possess an Associate’s degree in Criminal Justice, Human Services, Computer Science, or a related field, with at least two years of professional experience. Proficiency in MS Office Suite and the ability to handle sensitive, graphic content are essential requirements for this role.
Full job description
National Center for Missing & Exploited Children
Position Description
TITLE: Support Specialist, CyberTipline (CT)
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.
Related keywords
CyberTiplineLaw enforcementData managementTriageAdministrative supportCriminal justiceHuman servicesComputer scienceMS OfficeDatabaseSpreadsheetConfidentialityReportingResearchCase managementExploited children
About National Center for Missing & Exploited Children
NCMEC is the nation’s largest and most influential child protection organization.
Industry
Civic and Social Organizations
Company size
201-500 employees
Founded
1984
Headquarters
Alexandria, Virginia
LinkedIn followers
81,473
The National Center for Missing & Exploited Children® (NCMEC) leads the fight to protect children by creating vital services for them and the people who keep them safe. Every child deserves a safe childhood.
Since 1984, NCMEC has served as the national clearinghouse and resource center for families, victims, private organizations, law enforcement and the public on issues relating to missing and sexually exploited children.
Offices: 333 John Carlyle St, Alexandria, Virginia 22314, US
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How many Customer Service & Support jobs are open in Alexandria, VA right now?
There are currently 835 open customer service & support positions in Alexandria, VA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Alexandria, VA?
Companies currently hiring include Domino's, Albertsons Companies, Starbucks, CVS Health, Michaels Stores, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Alexandria, VA?
Yes — 41 of the 835 open customer service & support positions offer remote or hybrid work (11 remote, 30 hybrid).
How do I apply for Customer Service & Support jobs in Alexandria, VA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.