Call Center Specialist
On-siteAlexandria, Virginia, United States or Lake Park, Florida, United States
Job Summary
Answer calls to the national 800 missing and exploited children hotline, extracting and entering pertinent information to aid in the location, recovery, and reunification of missing children. Intake accurate detailed reports on sightings and leads, including child exploitation and child pornography, while utilizing available data to determine case types. Serve as a referral source to law enforcement, state clearinghouses, and non-profit organizations, and enter CyberTipline Reports online for cases of child exploitation. Respond to disaster-related inquiries through the NECLC hotline or Unaccompanied Minors Registry, conducting callbacks to reporting parties and law enforcement agencies. Provide notifications to on-call case managers and FBI after hours for critical cases, and forward recovery reports to appropriate case managers. Maintain readiness for disaster-related requests, complete necessary training and drills, and direct callers to resources available on the NCMEC website.
Required Qualifications
- Associate's Degree in Human Services, Criminal Justice, or related field; or equivalent degree and/or work experience combination
- 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
- Must maintain certification including completion of all required training
- 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
Desired Qualifications
- Bachelor's degree preferred
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