National Center for Missing & Exploited Children
Position Description
TITLE: Case Management Specialist I
LOCATION: Alexandria, Virginia and Branch Offices
FLSA: Non-exempt
DIVISION: Missing Children Division (MCD)
DEPARTMENT: Case Management Services
TRAVEL REQUIREMENT:
None
HOURS and SCHEDULE:
This position requires evening and weekend shifts or may be assigned to an on-going evening shift. Monday – Friday, 1:00 pm to 9:00 pm (for evening shift position) or 9:00am to 5:00pm (for day shift position) (37.5 hours within five (5) days per week); unless otherwise required or approved by management.
REPORTS TO:
This position reports to the Supervisor, Case Management Services and works under the general supervision of the Vice President, Missing Children Division (MCD) and Executive Director, Case Management Services.
SUPERVISION EXERCISED:
None
RESPONSIBILITY FOR PUBLIC CONTACT:
Daily contact requiring courtesy, discretion, and sound judgment
LICENSING AND CERTIFICATION:
Must be eligible to apply for VCIN 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 VCIN certification within three (3) months of hire and maintain certification including completion of all required training. VCIN certification requires background screening, to include fingerprinting, criminal history check, and professional references.
GENERAL DESCRIPTION:
Position is responsible for the overall support functions for the Missing Children Division to include updating case-management files in the NCMEC database, media-ready certification, and processing resolved cases. Maintain contact and provide technical assistance on assigned cases to parents, guardians, law enforcement and other authorized agencies involved in providing services to missing and exploited children. Coordinate NCMEC resources within a team environment, to include (but not limited to) Long Term Missing Case Managers, Forensic Case Managers, MCD Case Managers, Analytical Services Division, Team Adam, Family Advocacy Division to assist and support law enforcement agencies, guardians and families associated with these cases.
This position may require shift work. This position may be responsible for covering the evening shift (i.e. 1:00pm to 9:00pm, Monday-Friday) or weekends, if requested.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- This position requires the ability to access and use NCIC/NLETS data after successfully completing VCIN certification.
- Responsible for support functions detailed in the Procedures and Operations Manual.
- Respond to requests for information, assistance, and searches from both within and outside the organization.
- Assess and assign cases as directed by the Vice President, Missing Children Division.
- Responsible for the daily updating and data entry of missing children files in the NCMEC database.
- Provide quality control and procedure compliance of the missing children files in NCMEC database.
- Prepare cases for media-ready certification, including assigned children missing from care cases.
- Maintain bio/contact information and update as needed.
- Revise posters and provide copies upon request.
- Process recovered or resolved cases with all appropriate and necessary information and data to ensure the integrity of the NCMEC database.
- Perform required media recovery notifications.
- Manage missing child cases from the time of assignment through the recovery process with responsibility for their own individual caseload.
- Make initial and follow-up case contact with parents, guardians and law enforcement for assigned cases of children missing from care. Assess each individual case for criticality and high-risk patterns, provide all necessary resources and elevate to a case manager as necessary.
- Verify existence of police report and NCIC entry concerning missing children cases and provide follow-up technical support and assistance to parents, guardians and law enforcement for children missing from care cases.
- Prepare and draft summary, progress and supplemental reports as well as resolution reports on assigned children missing from care cases for internal case management review and media purposes.
- Maintain strict confidentiality of all law enforcement sensitive and case related information.
- Assist other staff members when needed (i.e. staffing shortages, emergent situations)
- Maintain a professional and courteous demeanor at all times.
- Promote and exhibit loyalty to the National Center for Missing & Exploited Children and the cause of protecting children worldwide.
- Must be able to work evening and weekend shifts
- Communicate with co-workers, management, law enforcement officials, and others in a courteous and professional manner.
- Conform with and abide by all regulations, policies, work procedures, and instructions.
- Respond promptly when returning telephone calls, emails and all other correspondence both internally and externally.
- Participate in advisory groups and committee as directed by Case Management Services Supervisors or Executive Director.
- Consistently demonstrate to CMS supervisory staff the ability and skills to perform essential duties and undertake additional responsibilities as needed.
- As needed, represent MCD for tours, presentations and have a strong understanding of all services offered within MCD and other core functions within the organization.
EDUCATION AND EXPERIENCE:
- Bachelor's degree in Human Services, Criminal Justice, or related field; or equivalent combination of education and work experience.
- One (1) year of hotline/casework experience preferred
KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge, understanding and ability in the operation of NCIC, NLETs, and microcomputer systems.
- Knowledge of word processing, spreadsheets and database software, social media/network sites, and database programs and applications.
- Demonstrate strong organizational ability and skills in problem solving
- Ability to manage, prioritize and complete numerous tasks in a fast-paced work environment under tight deadlines.
- Produce work product with a high degree of accuracy and attention to detail
- Excellent verbal and telephone communication skills and a demonstrated capacity to communicate effectively and compassionately with individuals in crisis.
- High degree of accountability
- Self-starter, highly motivated and able to work with minimal supervision and direction.
- Strong verbal and written communication skills
- Excellent organizational and interpersonal skills
- Bi-lingual English/Spanish language skills preferred
- 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
