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About the Role

This position serves as an issue leader for CyberTipline report processes and a team leader for assigned CyberTipline support specialists and/or analysts. The role provides oversight of CyberTipline staff functions, coordinates team workload, and may back up other CyberTipline teams. The Supervisor demonstrates mastery of the CyberTipline system, acts as a subject matter expert, identifies new reporting trends, and collaborates with the Program Manager on new processing guidelines and tools. The role involves identifying processing improvements, communicating with the Program Manager on current issues, and suggesting changes. The Supervisor also liaises between the Program Manager and staff, handling issues appropriately and escalating when necessary. This role requires excellent communication, leadership capabilities, strong analytical skills, organization, and responsiveness in a fast-paced environment. Qualified candidates are enthusiastic, self-motivated, enjoy cross-programmatic work, mentoring, and assessing trends. Candidates should possess abstract thinking skills and the ability to enhance and deliver on assigned projects.

Responsibilities

• Work directly with the Program Manager to analyze incoming CyberTipline reports to determine report patterns and emerging trends.
• Communicate daily with the Program Manager about findings and assist in determining workflow processes and policy based on reporting trends and volume.
• Assist in overseeing the identification and prioritization of incoming high value CyberTipline reports through internal customized alerts.
• Monitor report intake for incomplete data, reporting errors, and systems inaccuracies, and troubleshoot with the Program Manager and ECD Technical Vertical on required changes or updates.
• Review child sexual abuse material submitted to NCMEC’s CyberTipline by Electronic Service Providers for identified children, content and context tagging, victim identification efforts and assistance with survivor services.
• Process CyberTipline reports and handle requests for Technical Assistance, particularly during peak reporting periods.
• Help to identify and execute bulk processes for targeted reports.
• Supervise a team of CyberTipline support specialists and/or analysts, overseeing their day-to-day functions and coordinating their workloads based on evolving needs for responding to report volume.
• Provide mentorship to team members through regular engagement and help to identify professional development opportunities.
• Prepare annual evaluations for supervised staff in a timely fashion.
• Maintain duty schedules for staff personnel during regular business hours, on-call rotation, holidays, and weekend shifts to ensure full and adequate coverage.
• Assist the Program Manager and CyberTipline Trainer in the interview, hiring, and onboarding process of CyberTipline support specialist and analyst applicants.
• Manage all open CyberTipline reports from electronic service providers, set timely processing goals, innovate and create team or individualized processing plans, and maintain overall accountability for timely and quality processing of CyberTipline reports.
• Provide regular feedback to the Program Manager and ECD management in regard to staff productivity and processing quality.
• Manage projects relevant to industry reporting, report processing, or other NCMEC driven initiatives, as needed.
• Produce daily number reports, weekly activity reports, and monthly trend reports.
• Ensure that technical requests for information and assistance are entered and processed in a timely fashion.
• Ensure that phone requests for information and assistance are answered in a timely and helpful fashion by trained team members.
• Represent the ECD at external meetings or events with industry, law enforcement, or other external stakeholders, as needed.
• Conduct ECD outreach by providing demos, VIP tours, media interviews, special presentations, and others, as assigned.
• Conduct presentations for law enforcement and interested parties to educate the audience of the many technical resources of NCMEC, the ECD, and CyberTipline.
• Support the Program Manager and ECD Management in all aspects of the ECD/CyberTipline operations, as needed.
• Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide.
• Conform with and abide by all regulations, policies, work procedures and instructions, including the ECD Mission and Values.
• Communicate with co-workers, NCMEC management, law enforcement officials, attorneys, and other agencies in a courteous and professional manner.
• Promote a professional image.
• Respond promptly when returning telephone calls and replying to email correspondence or faxes.
• Other duties as assigned.

Requirements

• Must have met the requirements of the CyberTipline Senior Analyst position or equivalent for a period of no less than 24 months.
• Experience with NCMEC’s Exploited Children Division and hands-on knowledge of all aspects of the CyberTipline systems.
• Demonstrated proficiency in handling of all incident types and priority levels of CyberTipline reports.
• Proficiency with the CyberTipline system, demonstrated via written assessment during the first six months of hire date.
• Familiarity with 18 U.S. Code 2258A and NCMEC policies regarding engagement with industry, law enforcement, and other stakeholders.
• Maintained an acceptable time and attendance record.
• Must have not undergone any disciplinary or corrective actions for a period any less than 1 year.

Skills

• Demonstrated leadership through action
• Strong analytical skills
• Ability and skills to undertake additional responsibilities within the ECD
• Demonstrated strong Internet skills, to include familiarization with Electronic Service Providers (ESPs) and with tools on the Internet to conduct background research for CyberTipline Reports (e.g., search engines, DNS Lookups, WHOIS, TraceRoutes, and other similar applications).
• Adaptability
• Flexibility
• Ability to work as part of a team or in an individual capacity
• Strong verbal and written communication skills
• Excellent organizational and interpersonal skills
• Ability to prioritize multiple tasks
• Ability to handle and maintain the integrity and confidentiality of highly sensitive material and information.
• Demonstrated word processing, spreadsheet and database software proficiency, especially in Microsoft Office suite.

Location

• Alexandria, VA
• Rochester, NY

Work Type

• Occasional travel for public speaking engagements out of state is required.
• On-call availability, flexibility in scheduling, after-hour, and weekend response for this position is required.

Experience Level

• Must have met the requirements of the CyberTipline Senior Analyst position or equivalent for a period of no less than 24 months.

Education Level

• BA or BS in Criminal Justice, Human Services, Computer Science, or related discipline.

About the Company

• National Center for Missing & Exploited Children