Support Specialist, FAD

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 needy individuals. 

I want to point out that daily contact requires 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, and coordinating with FAD Specialists and other NCMEC staff to determine the support needed for an individual. In addition, the position is also responsible for actively recruiting 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, including case creation and assignment. 

• - Responsible for monitoring the Get-Help email inbox and voicemail received from reporting people and individuals requesting more information while triaging the assistance requests appropriately. 

• - 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.   

• - Conduct three and six-month follow-ups with cases of missing children and/or exploited children to determine if additional services are required. 

• - Planning and supporting training events, live discussions, webinars, and pre/post-event logistics. 

• - Perform all other special projects and duties as assigned by the Vice President and other team members to support the division’s initiatives.  

• - Provide support for all programs managed by FAD, including 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 courteously and professionally with co-workers, management, law enforcement officials, and others. 

• - Conform with and abide by all regulations, policies, work procedures, and instructions.

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. 

• - Bilingual in Spanish is a plus.  

• - 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. 

KNOWLEDGE, SKILLS AND ABILITIES 

• - Excellent written and verbal communication skills, as well as 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 individually. 

• - 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 is a plus.  

• - Desire to present or conduct tours specific to NCMEC and FAD services to internal and external audiences.