Support Specialist, FAD

Support Specialist, FAD

Location:

Alexandria, VA

Date Revised:
May 2026

FLSA:
Non-Exempt

Division:
Family Advocacy Division

Travel Requirement:
None

Hours and

Schedule:

Monday – Friday, 9:00am to 5:00pm (37.5 hours within five (5) days per week); unless otherwise required or approved by management. Requires evening and weekend availability to respond to requests, as required.

Supervision Received:
Works under the general supervision of the Supervisor, Family Advocacy Division

Supervision Exercised:
None

Responsibility for Public Contact:
Regular contact with family members, victims and survivors, and members of the public who are crime victims or experiencing needs related to having or being a missing or exploited child. Occasional contact with law enforcement professionals, legal professionals, mental health providers and other child serving resources to deliver services to individuals in need.

Daily contact requiring courtesy, discretion, and sound judgment

Licensing and Certification:
None

General Description:

This position serves as the Intake Coordinator for the Family Advocacy Division (FAD) and requires daily interaction with all staff to facilitate the programs and services offered through FAD. The Specialist is responsible for gathering information, assessing and triaging the need for possible victim services, coordinating with FAD Specialists and other NCMEC staff to determine the type of support needed for an individual.

In addition, the position is also responsible for the active recruitment of mental health providers skilled in exploitation case types for the Family Advocacy Outreach Network and connecting providers to the appropriate families across the U.S.

Essential Duties and Responsibilities:

• Coordinate all case intakes for all internal and external requests for service delivery to the division to include case creation and assignment.
• Responsible for monitoring Get-Help email inbox and voicemail received from reporting people and individuals requesting more information while triaging appropriately the assistance requests.
• Facilitate accurate case documentation and data collection efforts for intakes and triage requests within additional data systems at NCMEC.
• Find and liaise with appropriate mental health providers to expand services available to families and survivors.
• Planning and supporting training events, live discussions, webinars, and pre/post-event logistics.
• Perform all other special projects and duties as assigned by the Executive Director and other team members to support the Division's initiatives.
• Provide support for all programs managed by FAD to include data collection.
• 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, management, law enforcement officials, and others in a courteous and professional manner.
• Conform and abide by all regulations, policies, work procedures, and instructions. Respond promptly when returning telephone calls and replying to correspondence.

Education and Experience:

• Bachelor's degree in human services, criminal justice, or related victim services field; commensurate five-year professional experience will be considered in lieu of degree.
• Serving clients with a high level of cultural and emotional sensitivity (i.e. Rape Crisis Center, first responder call centers).
• Prior administrative support experience.
• General experience with program metrics, data collection, and reporting.
• Bilingual in Spanish is a plus.

Knowledge, Skills and Abilities:

• Excellent written and verbal communications, interpersonal and organizational skills.
• Ability to collect, organize and report on data.
• Ability to prioritize multiple tasks and learn new systems.
• Demonstrated word processing, spreadsheet and database software proficiency.
• 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.
• Ability to demonstrate excellent self-care strategies and utilize supportive resources as needed to maintain wellness and encourage resiliency.
• Previous experience with Salesforce a plus.
• Desire to present or conduct tours specific to NCMEC and FAD services to internal and external audiences.
• Cultural sensitivity.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with…