Support Specialist, CT

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

National Center for Missing & Exploited Children

Position Description

TITLE :
Support Specialist, Cyber Tipline (CT)

LAST UPDATED :
October 2020
FLSA
:
Non - Exempt

DEPARTMENT :
Cyber Tipline (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 Cyber Tipline 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 Cyber Tipline 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 Cyber Tipline 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 Cyber Tipline 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 Cyber Tipline leads, using both internal and external sources of information, in an effort to reduce child sexual exploitation.
• Review and triage incoming emails to Cyber Tipline email account; coordinate entry of Cyber Tipline 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 Cyber Tipline 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 Cyber Tipline 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 Cyber Tipline 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 Cyber Tipline reports in order to ensure case status is accurately reflected; this entails conducting Cyber Tipline database searches to connect suspect information with all…