Call Center Specialist

National Center for Missing & Exploited Children

Position Description

TITLE:                               Call Center Specialist

LOCATION:                     Alexandria, Virginia or Lake Park, Florida

FLSA:                                 Non-Exempt

DIVISION:                        Missing Children Division (MCD)

DEPARTMENT:              Call Center

TRAVEL REQUIREMENT:       

None

HOURS and SCHEDULE:                           

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.

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.

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 CyberTipline 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 and updates, as required.
• Participate in periodic NECLC drills.
• 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 with and abide by all regulations, policies, work procedures, and instructions.
• Respond promptly when returning telephone calls and replying to correspondence.

EDUCATION AND EXPERIENCE:

• Associate’s Degree in Human Services, Criminal Justice, or related field; or equivalent degree and/or work experience combination.
• Bachelor’s degree preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

• Good verbal, written and telephone communications skills.
• Must have the ability to work flexible hours and regular weekend shifts.
• Type minimum 40 wpm, error free.
• If hired as a bilingual operator, must be fluent in English and foreign language.
• Knowledge of word processing and database programs and applications.
• Basic familiarity of the World Wide Web and Internet applications.
• Strong verbal and written communication skills.
• Excellent organizational and interpersonal skills.
• Ability to prioritize multiple tasks.
• 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
The National Center for Missing and Exploited Children is an EO employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity.