Inside the FBI’s National Threat Operations Center

Inside the FBI’s National Threat Operations Center


The role of the National Threat Operation
Center is to act as a central intake for all telephone
and electronic tips from the public to the FBI. The phone calls come in, our threat intake
examiners evaluate the information in those electronic tips and phone calls, do some analysis
and then determine where that information needs to go for further action. Most often
that’s either a field office, and in some cases it’s
a law enforcement partner. Thank you for calling the FBI. Could I please
have your name? And could you spell that? May I
have a phone number in case we get disconnected? And may I have your date of birth? NTOC is extremely important in protecting
the American people. They cover all of our threats.
They touch on counterterrorism, criminal, counterintelligence, domestic terrorism-type
threats. They touch all of our program priorities
and they’re responsible for making the decisions from the start and getting that information
where it needs to go quickly so the field offices can
action that information. We’re the front line, we’re the voice of the
FBI. We get calls from everyone across the world,
whether that be from outside the United States, inside the United States, for reporting anything
that they think might be FBI related. So it feels really good to know that we are such
a large part of the organization and just having such an
important mission, unique, but important mission to
the FBI. We have changed quite a bit through our processes,
our technology, as well as our staffing. We recognized the need to go from a call center
to a full-fledged operations center and with that
came additional infrastructure, resources, and protocols. We also needed to rebrand and
change our name from the Public Access Line to the National Threat Operations Center,
to be more focused on what we actually perform.
And as part of the FBI’s 111-year history, we adapt
and evolve with whatever’s happening in the world. I think the future of NTOC is we’re going
continue to grow, we’re going to continue to get
better at what we do. If the general public knew how we handled incoming tips, they’d
be very proud of our employees, they’d be proud of
the process, and they would have a lot of confidence in what we do here. When they understand they’re talking to the
FBI, the callers are extremely grateful for the help
they’ve gotten, for the assistance, and they understand that we’re there to help them in
the best way possible, so you can tell when a
caller feels grateful for what you’ve done for them for
that particular day.

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