Call Center Specialist

Regional Office, 9176 Alternate A1A, Lake Park, Florida, United States of America •

Headquarters, 333 John Carlyle, Alexandria, Virginia, United States of America

Posted Thursday, July 9, 2026 at 4:00 AM

Position Description

Title: Call Center Specialist

Location: Alexandria, Virginia or Lake Park, Florida

FLSA: Non-Exempt

Department: Call Center

Travel Requirement: None

HOURS and

SCHEDULE:

This position is funded until June 1, 2028

24/7 Call Center operation; must be available to work a swing shift of (9 AM – 5 PM, 10:00 AM – 6:00 PM or 12:00 PM – 8:00 PM). Employees must be able to work flexible, rotating shifts including weekends and holidays based on organizational and operational needs. Training is generally conducted during traditional first shift/business hours and takes approximately one month.

This position is funded for a period of two years. The continuation of this position is contingent on the availability of additional funding and satisfactory performance. In the event that the funding for this position is reduced or ceases after the initial term, the position may be terminated. Efforts will be made to explore alternative funding sources, but continuation is not guaranteed.

Reports to:

Works under the general supervision of the Manager, Call Center.

Supervision Exercised:

None

Responsibility for Public Contact:

Daily contact requiring courtesy, discretion, and sound judgment.

Licensing and Certification:

Must be eligible to apply for NCIC 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 NCIC certification within three (3) months of hire and maintain certification including completion of all required training. NCIC certification requires background screening, to include fingerprinting, criminal history check, and professional references.

General Description:

Call Center Specialist is responsible for answering calls to the national 800 missing and exploited children hotline and accurately and expeditiously extracting and entering pertinent information while making sound judgment calls that will aid in the location, recovery, and reunification of missing children. Position is also responsible for responding to any disaster-related calls or inquiries that come through the national 800 number, through the NECLC hotline number or the Unaccompanied Minors Registry.

This position is funded for a set duration and the contract will end on June 1st, 2028.

Essential Duties and Responsibilities:

• This position requires the ability to access and use NCIC/Nlets data after successfully completing NCIC certification.
• Respond to calls to the national 800 missing and exploited children hotline.
• Intake accurate detailed reports on sightings and leads, on missing children including child exploitation and child pornography. Utilize available information to determine missing children case types.
• Serve as a referral source to callers to include law enforcement, state clearinghouses, NPOs, and other resource organizations.
• Determine appropriate publications for callers requesting mailed materials and enter orders into database.
• Respond appropriately to missing and/or exploited children leads and information received via NCIC, news reports, online communication, Locater posters, TDD, AMBER Alerts, and/or messages by conducting callbacks to reporting parties and law enforcement agencies.
• Enter Cyber Tipline Reports online of cases of child exploitation and child pornography.
• Field calls to appropriate NCMEC personnel.
• Direct caller to resources available on NCMEC’s website.
• Provide notifications to on-call case managers, FBI, and other agencies after hours, on critical missing children cases.
• Take recovery reports of missing children and forward them to the appropriate case manager.
• Maintain readiness for disaster-related requests that come through the NECLC that includes understanding how to best manage the various requests that come in as well as the various stakeholders involved. Complete necessary disaster reporting forms when required.
• Complete all disaster-related training…