NATIONAL CENTER FOR MISSING & EXPLOITED CHILDREN
POSITION Call Center Operations Director, National Emergency Child Locater Center (NECLC) Alexandria, Virginia Full-Time Employment
LOCATION TYPE
GENERAL DESCRIPTION This position is responsible for creating and maintaining a national call center and dispatch coordination operations for the purpose of providing missing children clearinghouse services during a national disaster. ESSENTIAL DUTIES AND RESPONSIBILITIES • • • • • • • • • • • • • • • Develop Implementation plan for NECLC to include up to three (3) emergency call center locations Provide strategic direction to the Call Centers in line with current organization strategies and initiatives Serve as a liaison with federal, state and local agencies in development of plan, conformance with laws and regulations, and on-going coordination and re-assessment of plan Develop and maintain relationships with appropriate recovery entities including related governmental organizations Work closely with peers and management to identify new technologies, programs and approaches that will facilitate the continual improvement of service delivery/readiness Assist with the development of NMCD protocols as needed Develop and maintain training plans and serve as training administrator for NECLC Prepare and monitor budget for NECLC Prepare and monitor on-going statistics, reports, and analysis of NECLC Will be responsible for investing and implementing best practices based on current proven industry call center operations Make sound judgment calls that will aid in the location, recovery and reunification of missing or abducted children including sexually exploited children calls. 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. Promote a professional image. Respond promptly when returning telephone calls and replying to correspondence and faxes.
EDUCATION AND EXPERIENCE • • Master’s Degree in human services, criminal justice, public administration, or related field A minimum of ten (10) years of previous related experience. Experience should include at least three (3) years in a management role
SKILLS, KNOWLEDGE, AND ABILITIES • • • • • • • • • • • • Experience in decision-making, management, planning, scheduling and assignment of work Strong verbal and written communication skills in order to coordinate and communicate appropriate delivery of service Strong leadership skills with project or program management experience Excellent personnel management, crisis intervention skills Extensive knowledge of Call Center/Crisis Center operations High degree of comfort and effectiveness dealing with people form diverse backgrounds Comprehensive computer knowledge Must be available to work various hours and/or on call 24 hrs a day and during emergencies Public contact experience preferred Ability to assess a situation and implement escalation procedures when necessary Demonstrated commitment to high levels of quality and customer service Ability to travel
ORGANIZATIONAL STRUCTURE: Position reports to the Executive Vice President, Chief Operating Officer. BENEFITS* • • • • • • 403(b) retirement plan Health insurance that includes medical, dental, and vision coverage Paid holidays and vacation Short- and long-term disability (employer funded) Life insurance (employer funded) Defined-contribution pension plan (employer funded)
Qualified candidates should send a cover letter and résumé with salary requirements via E-mail to careers@ncmec.org. Material may be submitted by facsimile to Human Resources at 703-274-2200 or mail to the National Center for Missing & Exploited Children, 699 Prince Street, Alexandria, VA 22314-3175. EOE. *Only regular full-time employees are eligible to receive benefits.