Supervisor, CyberTipline

TITLE:                                                    Supervisor, CyberTipline

 

FLSA:                                                     Exempt

 

DIVISION:                                            Exploited Children Division (ECD)

 

DEPARTMENT:                                  CyberTipline

 

AREA OF FOCUS:                              Public Reports

 

TRAVEL REQUIREMENT:               

Occasional travel for public speaking engagements out of state is required.

 

HOURS and SCHEDULE:                

Basic hours are Monday – Friday, 9:00am to 5:00pm (37.5 hours within five (5) days per week); unless otherwise required or approved by management. On-call availability, flexibility in scheduling, after-hour and weekend response for this position is required.

 

SUPERVISION RECEIVED:             

Position reports to the Program Manager, CyberTipline

 

SUPERVISION EXERCISED:           

This position supervises a team of CyberTipline analysts in their daily functions.

 

RESPONSIBILITY FOR PUBLIC CONTACT:

Position requires daily contact with members of the public including victims and survivors on sensitive issues, law enforcement, electronic service providers, NGOs, and other external stakeholders. Courtesy, empathy, discretion, and sound judgement are required.

 

LICENSING AND CERTIFICATION:

None

 

GENERAL DESCRIPTION:

Position is responsible for serving as an issue leader on CyberTipline report public report processes and as a team leader for assigned CyberTipline analysts. Position provides oversight of CyberTipline staff functions, coordinates the workload of his or her team, and may serve as a backup for Notice Tracking team as needed. Supervising the CyberTipline team requires an employee that can handle exposure to sensitive content, employing a victim-centric approach with all communications, demonstrate empathy and support for survivors and their families and serve as a model to other employees. The Supervisor displays a mastery of the CyberTipline system, serves as a subject matter expert on CyberTipline public report processing and public report interactions, identifies new and emerging public reporting trends, and works closely with the Program Manager to strategize and implement new processing guidelines and tools.

 

The Supervisor is responsible for determining areas of processing improvement and will be in frequent communication with the Program Manager regarding current issues and will provide suggestions for necessary changes. The Supervisor position serves as a liaison between the Program Manager and staff, with the ability to handle issues as appropriate while recognizing when to alert and involve the Program Manager as necessary.    

 

This position requires an individual with excellent communication, demonstrated leadership capabilities, and strong analytical skills, who can remain organized and responsive to needs in a fast-paced environment. Qualified candidates are enthusiastic and self-motivated, enjoy working cross-programmatically, mentoring others, and assessing trends and patterns in reporting. Further, candidates possess abstract thinking skills and the ability to enhance and deliver assigned projects of work.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Work directly with the Program Manager to analyze incoming CyberTipline reports to determine report patterns and emerging abuse 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.

 

Liaise with members of the public including victims and members of their families. Serve as a point of contact for all public inquiries, including website inquiries.

Serve as a liaison between the ECD and the Call Center regarding calls from public.

Ensure a quality CyberTipline public reporting experience (especially related to those who may be survivors or victims of child sexual exploitation) including client tracking, referrals to the Family Advocacy Division (FAD) etc.

Work closely with law enforcement, specifically the ICACs to streamline and improve resources available for victims and survivors of child sexual exploitation.

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.

 

Process CyberTipline reports and handle requests for Technical Assistance, particularly during peak reporting periods. Help to identify and oversee bulk processes for targeted reports.

 

Supervise a team of CyberTipline 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. 

 

Meet with team members on a quarterly basis (at minimum) to discuss each member’s goals and objectives and ensure progress is being made.

Manage all open CyberTipline reports from members of the public, 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.

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 in the interview, hiring process and onboarding of CyberTipline support specialist and analyst applicants.

 

Coordinate the training program of all new CyberTipline analysts, including documenting Public Report Processing Guidelines and procedures for future training purposes.

Assist the Program Manager with staffing administrative functions, such as signing time sheets and leave requests (while ensuring adequate coverage within the unit).

Manage projects relevant to public reporting, report processing, or other NCMEC driven initiatives, as needed.

 

Assist the Program Manager with ensuring all staff are engaged in and maximizing the opportunities provided by the Safeguard program.

Produce daily number reports, weekly activity reports, and monthly trend reports.

 

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 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.

 

EDUCATION AND EXPERIENCE:

Minimum two years as CyberTipline Senior Analyst or equivalent, preferred.*

 

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

 

Experience with NCMEC’s Exploited Children Division and hands-on knowledge of all aspects of the CyberTipline systems.*

 

KNOWLEDGE, SKILLS AND ABILITIES

This position requires demonstrated leadership through action, strong analytical skills and excellent interactions with victims and families.

 

Consistently demonstrated to ECD Management the ability and skills to undertake additional

responsibilities within the ECD.*

 

Demonstrated proficiency in handling of all incident types of CyberTipline reports and with the CyberTipline system.*

 

Demonstrate 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).

 

Familiarity with 18 U.S. Code 2258A and NCMEC policies regarding engagement with industry, law enforcement, and other stakeholders.

 

Adaptability, flexibility and 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.

 

Must achieve and maintain an overall employee performance evaluation standard that meet and exceeds the minimum of an “expectation for competency” (ME).*

Maintained an acceptable time and attendance record.*

 

Must have not undergone any disciplinary or corrective actions for a period any less than 1 year.*

 

*Applies to current NCMEC employees.

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.