Donor Relations Officer

Transcription

1 Donor Relations Officer (Full time position) Title: Donor Relations Officer Team: Business Development Position type: Reports to: Director of Business Development Full time, limited term contract 18 months Company: South Australian Division Hours per week: 37.5 Grade: 5 Location: Hutt St Adelaide Effective date: April 2016 ORGANISATIONAL CONTEXT The Heart Foundation is an independent charity whose purpose is to reduce premature death and suffering from heart, stroke and blood vessel disease. As a federation of nine companies (a national company and eight state/territory divisions) we work together to achieve a shared strategic plan under the auspices of a Federation Agreement, guided by shared organisational values: visionary; dynamic and collaborative; integrity; and passionate. This position is located in the South Australian Division as a valued member of the SA Business Development (BD) team. This team is responsible for driving business development in alignment with the current For All Hearts Strategic Plan and the SA operational business plan, to enable the Heart Foundation to fund its work in improving the cardiovascular health of our community. The BD team further supports and enhances the Heart Foundation s brand and reputation work through its effective and efficient management and coordination of fundraising programs and donor relationships, and through developing and executing business development initiatives to increase revenue in South Australia. The team works collaboratively with other federation members on federationwide activities and cross-functional business units as required for maximum benefit. Position Purpose: To contribute to the achievement of South Australian revenue and donor care goals, coordinating and providing the highest levels of customer service to new and existing supporters with the aim of contributing to significant increases in the number of active supporters and income raised, minimising donor attrition, and contributing to related Business Development initiatives including event logistics as directed. Page 1 of 6

2 Key Accountabilities Accountabilities Major Activities Outcomes Donor Care Contribute to the donor retention and recruitment goals and provide excellent customer feedback whilst adhering to the SA Donor Care Plan. Communicate with donors in a responsive respectful manner to ensure donor information is accurate, donor needs are addressed and that donor records are updated in the relevant HF databases. Ensure that all interactions with a donor are recorded in the designated database. Assist in responding, managing and actioning donor requests / complaints at a local SA level in a diligent and responsive manner, with the aim of ensuring high level of donor retention. This includes complaints and feedback identified by Supporter Services (eg through Yellow Batches). Personally conduct thank you calls at minimum rate of 1 per year for donors making a single gift of $100 or more and record the interaction in RE. The annual donor renewal budget and retention rate goals are met as stated in the SA business plan. Completion of donor annual recognition milestones. Donor database is maintained, accurate and up to date. 100% of all SA related donor complaints (not including Regular Giving cancellations) are dealt within a two working day period. A high level of customer service in responding to donor s feedback and database update is provided. Donor complaint rate is low. Completion of thank you calls within 48 hours of receiving donation. Spring and Autumn Heart 2 Heart editions are distributed on time and budget. Source articles and coordinate the production and distribution of the Heart 2 Heart donor newsletter. Coordinate with the BD team from conception to completion donor functions (min of 3 regional and minimum 1 metropolitan), and the annual Memorial Service per year. Undertake effective evaluation of all events. 4 donor functions and one Memorial Service held, achieving the budget as directed in the business plan. Evaluation of supporter event outcomes is completed. Page 2 of 6

3 Key Accountabilities Accountabilities Major Activities Outcomes Event Logistics Other BD related duties as requested / directed. Coordinate logistics for fundraising events in consultation and collaboration with the Business Development Team and the Brand, Communications and Digital Manager, including; Positive feedback received from internal and external stakeholders, event organisers and suppliers. Regular Giving Donor events as directed, Paint the Red Annual Ball, Heart of the Matter corporate breakfast and City-Bay (excluding sales and sponsorship). With the assistance of the SA Brand, Communications and Digital Manager (via the Director of Business Development), ensure all event collateral is compliant with the brand guidelines and contains the necessary Heart Foundation key messages. Source appropriate venues, guest speakers and catering, negotiating rates preferential to the Heart Foundation budgets and guidelines. Assist with handling customer service associated with our regular giving program including changes to direct debit accounts, cancellations, and changes to monthly debits. Proactively contact donors with expired credit cards with the aim of reactivating Regular Givers. Assist in conducting at least 1 thank you call per year to all SA regular givers. All events are compliant with the Heart Foundation guidelines, Privacy legislation and branding guidelines. Ensure that events have a relevant run sheet and meet allocated expenditure budget. Event evaluation including attendee feedback is completed to ensure continuous learning and improvement. Internal and external feedback All Regular Givers with expired credit cards are followed up locally. Thank you calls are completed as directed. Database Management Develop and write basic Raisers edge database queries (following adequate training). Generate Basic queries written and reports generated as requested within an agreed time frame of initial request. Page 3 of 6

4 Key Accountabilities Accountabilities Major Activities Outcomes reports based on RE queries for the BD team as required. Policies Procedures and Compliance Generate reports and identify data to support a targeted and prioritised prospect list for the bequest and major gift programs led by the DBD and Donor Relations Manager. Identify data issues and amend when possible, advise supporter services if data issues relate to them. Model appropriate behaviour and support compliance with values and all internal policies. Ensure compliance with all relevant state legislation e.g. WH&S and Fundraising. Bequest and Major Gift prospect lists are maintained by the BD team. Actions sent to Supporter Services to resolve issues. Competent completion of Heart Foundation Induction program and compliance with policies and procedures. General Assist in implementing office systems, donor care and stewardship programs, database support and general best practice management of these parts of the fundraising program. Accurate and timely records in database maintained Provide monthly reports to the Director Business Development as directed. Work in progress reports maintained and accurately reflect team work in progress and priorities prepared. All requirements achieved and positive feedback from team. Participation in Business Development activities; team meetings and other meetings as required Provide excellent level of customer service to Heart Foundation stakeholders Page 4 of 6

5 CHALLENGES: Prioritising workload. Response times to internal and external stakeholders. Working with other program areas with different priorities. KEY COMMUNICATIONS: Internally: Other Heart Foundation staff who are leading or working on national or state programs. Other members of the Business Development team. Externally: Donor supporters as identified DECISION MAKING: Independently With input Administration of the donor relations program s support functions, including liaison, correspondence, and enquiries. Manage and coordinate existing donor relations programs as directed and assist with other business development projects as directed. Recommends Guidance Donor relations program ideas, business development concepts and ideas, processes and procedures. Fundraising and Privacy Legislation, and other internal policies and procedures. KNOWLEDGE, SKILLS & EXPERIENCE Combination of relevant tertiary qualifications or/and experience in a similar or related field Excellent organisational and prioritisation skills. Excellent spoken and written communication skills. Excellent customer service and relationship building skills. Professionalism in working with staff at all levels. High level of attention to detail. Ability to work autonomously and as a member of a team. Willingness to work outside normal business hours if required and by mutual negotiation Proficient use of Microsoft Office applications; Word, Excel, Powerpoint Database experience and ability to learn a new database (Raiser s Edge). Accurate keyboard skills and data entry speed, and file management. Current driver s licence. Experience in the not for profit sector. Previous experience working with volunteers. Page 5 of 6

6 Direct Reports (position titles): Indirect Reports: Budget Management: Volunteers Nil Income: $Nil Expenditure: $Nil OUR VALUES Visionary We are able to see the big picture and articulate our vision of the future. We inspire each other to help turn this into reality. We are prepared to take calculated risks and feel empowered to make change. Dynamic & Collaborative We work together to achieve the Heart Foundation s vision. We communicate openly, debate the issues, and share our knowledge, expertise and experience so that we can utilise each other s strengths to best effect and learn from our mistakes and our successes. W e are flexible and make timely decisions that enable us to shape and adapt to our changing environment. Integrity We will be respectful and transparent in all our actions. We accept responsibility and stand up for what is right. Passionate We believe in what we do and are proud to work for the Heart Foundation. Our energy and enthusiasm drives our performance and creates a positive and inspiring work environment. Approval: Manager Incumbent Name Signed: Dated: Name: Signed: Dated: Page 6 of 6