Supervisor, CyberTipline Position Available In Monroe, New York

Supervisor, CyberTipline National Center for Missing & Exploited Children – 3.9 Rochester, NY Job Details Full-time $77,198 a year 19 hours ago Qualifications Computer science Management Software troubleshooting Word processing Bachelor of Science Public speaking Mid-level Microsoft Office Analysis skills Bachelor’s degree DNS Leadership Communication skills Full Job Description National Center for

Missing & Exploited Children Position Description TITLE:

Supervisor, CyberTipline

LOCATION

Alexandria, Virginia; Rochester, New York

DATE REVISED

August 2022

FLSA:

Exempt

DIVISION

Exploited Children Division

DEPARTMENT

CyberTipline

TRAVEL REQUIREMENT

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

SCHEDULE

Basic hours are Monday – Friday, 9:00 am to 5:30 pm (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

The position reports to the CyberTipline Program Manager.

SUPERVISION EXERCISED

This position supervises a team of CyberTipline Support Specialists and/or Analysts in their daily functions.

RESPONSIBILITY FOR PUBLIC CONTACT

Position requires daily written and verbal contact with members of the public, 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 processes and as a team leader for assigned CyberTipline support specialists and/or analysts. The position provides oversight of CyberTipline staff functions, coordinates the workload of his or her team, and may serve as a backup for other CyberTipline teams as needed. The Supervisor displays a mastery of the CyberTipline system, serves as a subject matter expert on CyberTipline report processing, identifies new and emerging 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 change. Position will work with the CyberTipline Project Specialist, ESP Liaison to strategize processing based on ESP reporting trends, and with the Program Manager and ECD Technical Vertical to assist in the implementation and testing of new report processing systems and technology initiatives as needed. 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 on 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 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. 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.

EDUCATION AND EXPERIENCE

Must have met the requirements of the CyberTipline Senior Analyst position or equivalent for a period of no less than 24 months. 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 and strong analytical skills. Consistently demonstrated to ECD Management the ability and skills to undertake additional responsibilities within the ECD. 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. 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). 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. Maintained an acceptable time and attendance record. Must have not undergone any disciplinary or corrective actions for a period any less than 1 year.