National Center for Missing & Exploited Children
Supervisor, CyberTipline
National Center for Missing & Exploited Children, Rochester, New York, United States
Headquarters, 333 John Carlyle, Alexandria, Virginia, United States of America
Job Description National Center for Missing & Exploited Children
Position Description LOCATION:
Alexandria, VA or Rochester, NY
DATE PREPARED:
October 2021
DATE REVISED:
November 2025
FLSA:
Exempt
DEPARTMENT:
CyberTipline
AREA OF SPECIALITY:
Processing and Emerging Trends
TRAVEL REQUIREMENT:
Occasional domestic and/or international travel for public speaking engagements is required.
HOURS and SCHEDULE:
Basic hours are Monday – Friday, 9:00am to 5:30pm (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 CyberTipline Program Specialist.
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. 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 ECD leadership to strategize and implement new processing guidelines and tools.
The Supervisor is responsible for determining areas for streamlined processing, especially in relation to internationally resolving reports, and will be in frequent communication with the Program Specialist regarding current trends to 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 Specialist and staff, with the ability to handle issues as appropriate while recognizing when to alert and involve the Program Specialist as necessary. The Supervisor is responsible for overseeing the preparation and dissemination of internal briefing documents related to current and emergent online child sexual exploitation threats.
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 Specialist to analyze incoming CyberTipline reports to determine report patterns and emerging trends.
Communicate daily with the Program Specialist 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 ESP Liaison 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 Specialist 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 Specialist 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 Specialist and ECD Management in all aspects of the ECD/CyberTipline operations, as needed.
Promote and exhibit loyalty to the National Center for Missing & 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.
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Job Description National Center for Missing & Exploited Children
Position Description LOCATION:
Alexandria, VA or Rochester, NY
DATE PREPARED:
October 2021
DATE REVISED:
November 2025
FLSA:
Exempt
DEPARTMENT:
CyberTipline
AREA OF SPECIALITY:
Processing and Emerging Trends
TRAVEL REQUIREMENT:
Occasional domestic and/or international travel for public speaking engagements is required.
HOURS and SCHEDULE:
Basic hours are Monday – Friday, 9:00am to 5:30pm (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 CyberTipline Program Specialist.
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. 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 ECD leadership to strategize and implement new processing guidelines and tools.
The Supervisor is responsible for determining areas for streamlined processing, especially in relation to internationally resolving reports, and will be in frequent communication with the Program Specialist regarding current trends to 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 Specialist and staff, with the ability to handle issues as appropriate while recognizing when to alert and involve the Program Specialist as necessary. The Supervisor is responsible for overseeing the preparation and dissemination of internal briefing documents related to current and emergent online child sexual exploitation threats.
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 Specialist to analyze incoming CyberTipline reports to determine report patterns and emerging trends.
Communicate daily with the Program Specialist 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 ESP Liaison 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 Specialist 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 Specialist 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 Specialist and ECD Management in all aspects of the ECD/CyberTipline operations, as needed.
Promote and exhibit loyalty to the National Center for Missing & 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.
#J-18808-Ljbffr