AGENDA FOR CHANGE



St. Andrews’s Hospice

JOB DESCRIPTION

|JOB IDENTIFICATION |

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|Job Title: Fundraising Admin Assistant |

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|Reports to: Fundraising Admin Supervisor |

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|Directorate: Fundraising Department |

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|Hours of Work: 35 hours a week, normal office hours 9.00am to 4.30pm, flexibility is a key aspect of this role as the post holder may be required |

|to work in the evenings and weekends to suit workload demands. |

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|Responsible For: Providing donor support, supporting the fundraising team, administration of all fundraising databases (raisers edge and any other |

|software required) and providing a full fundraising administration function. This includes, providing fundraising admin support across the |

|fundraising department, managing supporter enquiries, processing event registrations, ensuring all donations (received through various mediums) are |

|accurately recorded and that all donors receive thank you correspondence as appropriate. |

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|The post holder will also have responsibility for ensuring the accurate and transparent recording and claiming of gift aid and will share |

|responsibility for the data security of all fundraising data and files. (Including historic records). |

|This role requires professionalism, flexibility, and co-operation to meet business demands. This role also demands a high level of customer service |

|and the ability to communicate in a sensitive and confidential manner at all times. |

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|In all activities, the post holder will be expected to maintain good relations with colleagues and customers, and demonstrate understanding of, and |

|compliance with, the values and ethos of St Andrew’s Hospice. |

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|This role also involves attending internal/external meetings and communicating with sponsors/donors. Undertaking any other, grade appropriate duties |

|as required. |

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|No of Job Holders: 2 |

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|Responsible for: Providing donor support and a full admin function to the Fundraising Team. |

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|Last Update: Jan 2018 |

|2. JOB PURPOSE |

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|To ensure that all donations received (through all outlets) are appropriately recorded and that all donors receive thank you correspondence in a |

|timely manner (including processing through online express). |

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|To ensure Raisers Edge and all databases are accurately maintained/reviewed and that all data is stored in line with the data protection policy of |

|St Andrew’s Hospice and the data protection act. |

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|To ensure that storage and archiving procedures are functioning correctly. |

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|To provide the first point of contact for all enquiries regarding donations and where appropriate investigate and resolve in a professional manner |

|any queries from members of the public. |

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|To provide a helpful approach and excellent customer service for all supporters/donors/colleagues and assist with any queries that may arise. |

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|To ensure that all assigned workload targets are achieved in a timely manner. |

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|To ensure a credit control system for events is accurately recorded and maintained. |

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|To ensure appropriate databases are complied for use by the Fundraising department as required. |

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|To ensure all tickets and invoices are issued for events and any other Fundraising activity. |

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|To prepare the admin systems as directed for the department for statutory audits and statutory inspection visits from HMRC for all Fundraising |

|documentation (excluding lottery) through the provision and update of key documentation and provide the administrative support to ensure the regular|

|assessment of performance in relation to statutory requirements. |

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|To minute meetings as directed. |

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|Ensuring compliance with all training, hospice policies and procedures. |

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|To provide admin assistance to the fundraising management team as required. |

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|To provide admin cover for the lottery system as required. |

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|To professionally represent St Andrew’s Hospice and at all times provide excellent donor care and customer service to all supporters/event |

|participants (this includes face to face interaction, contact by telephone, email, letter and all other communication mediums). |

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|To maintain the fundraising admin stock and records room as directed. |

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|To support the work of the fundraising management team and Fundraising department with other fundraising duties or initiatives as deemed |

|appropriate. |

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|3. DIMENSIONS |

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|St. Andrew’s Hospice provides specialist palliative care services to the people of Lanarkshire. It is a specialist resource for those individuals |

|receiving palliative care, who have particularly complex needs that cannot be fully met in their usual place of care.  We strive to meet physical, |

|emotional, social and spiritual needs providing the highest standard of patient centred care possible while ensuring choice, dignity, self esteem |

|and an enhanced quality of life.  We engage with family and friends offering them support and bereavement counselling. |

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|The Hospice is a Company limited by guarantee and a registered charity and is required by separate and differing legislation to meet finance |

|governance and regulatory requirements. |

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|The Fundraising Department provides support to the Chief Executive and Board of Trustees. |

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|Total of 180 staff plus 600 volunteers. |

|The hospice has a 30 bedded in-patient unit, day services, bereavement service, education department, fundraising, retail and support services. The|

|hospice also has 12 shops throughout towns in North and South Lanarkshire. |

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|Annual running cost are in the region of £7.3 million |

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|Statutory Income from NHS Lanarkshire in the region of (NHSL): £2.7million |

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|Annual amount required to be raised £4.6 million (£88k per week) |

|4. ORGANISATIONAL POSITION |

|[pic] |

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|5. ROLE OF DEPARTMENT |

|To achieve strong sustained net income growth in order to enable the Hospice to meet its operational and strategic aims. |

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|To communicate the value of the Hospice both locally and nationally to raise brand awareness and promote services as a leading provider of specialist |

|palliative care. |

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|To at all times promote every area of the fundraising department. |

|To encourage existing and potential supporters to participate in all fundraising events/treks/campaigns whilst constantly trying to target and identify a |

|variety of additional fundraising activities. |

|To engage with all current supporters and establish new supporter relationships and maintain this contact to benefit fundraising at St Andrew’s Hospice. |

|To professionally represent St Andrew’s Hospice and at all times provide excellent donor care and customer service to all supporters/event participants |

|(this includes face to face interaction, contact by telephone, email, letter and all other communication mediums). |

|To engage with members of the public and encourage individuals and groups to provide voluntary support as required. |

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|To establish and maintain relationships to benefit the fundraising department and any fundraising promotional initiatives. |

|6. MAIN TASKS, DUTIES AND RESPONSIBILITIES |

|Core Duties: |

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|To provide the first point of contact for all enquiries regarding donations and where appropriate investigate and resolve in a professional manner any |

|queries from members of the public. |

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|To ensure that all donations received (through all outlets) are appropriately recorded and that all donors receive thank you correspondence in a timely |

|manner (this includes reconciliation of income from banking, monies received from third party service providers including but not limited to: online |

|express, just giving, virgin money, charities trust foundation etc). |

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|To ensure Raisers Edge and all databases are accurately maintained/reviewed and that all data is stored in line with the data protection policy of St |

|Andrew’s Hospice and the data protection act. |

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|To develop, amend and issue regular communications, acknowledgement and thank you letters to supporters, checking these and ensuring they are accurate and |

|consistent in tone and message. |

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|To analyse supporter records to ensure accurate figures are provided both to supporters directly and internal colleagues. |

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|To provide a helpful approach and excellent customer service for all supporters/donors/colleagues and assist with any queries that may arise. |

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|To handle supporter enquiries with sensitivity and care. |

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|To ensure that all assigned workload targets are achieved in a timely manner. |

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|To ensure a credit control system for events is accurately recorded and maintained. |

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|To ensure appropriate databases are complied for use by the Fundraising department as required. |

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|To ensure all tickets and invoices are issued for events and any other Fundraising activity. |

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|To provide general admin support in any capacity for the smooth running of the fundraising office as directed. |

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|To monitor, maintain and review all systems for recording and issuing sponsor forms. |

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|To minute meetings as directed. |

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|To report and contribute at team meetings. |

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|Ensuring compliance with all training, hospice policies and procedures. |

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|Be aware of departmental standards and contribute to finding creative improvements. |

|To professionally represent St Andrew’s Hospice and at all times provide excellent donor care and customer service to all supporters/event participants |

|(this includes face to face interaction, contact by telephone, email, letter and all other communication mediums). |

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|To support the work of the Fundraising management team and Fundraising department with other fundraising duties or initiatives as deemed appropriate. |

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|To provide admin cover for the lottery as required. |

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|To maintain the fundraising admin stock and records room as directed. |

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|To ensure all work is handled in a sensitive and confidential manner at all times. |

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|To support other groups with 3rd party fundraising activities which are held on behalf of the Hospice promoting the ethos of the Hospice in accordance with|

|Hospice good practice and philosophy. |

|To undertake any other duties as required whilst maintaining the purpose and function of the fundraising admin team. |

|This post may involve working outside of normal office hours, during evening and weekends in accordance with the demands of the role and the department. |

|At all times to ensure that the highest professional standards and adhere to all codes of practices, hospice policies and legislation (Health and Safety, |

|Data Protection etc). |

|To promote at all times to ethos and mission of St Andrew’s Hospice and the Sisters of Charity. |

|Upholding the organisations integrity and reputation by reflecting and complying with the Hospice mission, objectives, policies and ethical values. |

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|Sensory/physical demands & work environment: |

|Prioritising workload whilst ensuring targets are achieved. |

|Providing first class customer service to supporters in a confidential, courteous and professional manner. |

|Participating in the training of staff, volunteers or Hospice staff as deemed appropriate. |

|Being able to deal with staff, members of the public, volunteers and any situations/challenging behaviour professionally and sensitively in a confidential |

|and courteous manner. |

|Being mindful of the Hospice dignity at work policy in your every day dealings with colleagues and volunteers. |

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|Mental Demands |

|Dealing with the varying and unpredictable demands within an office and event setting. |

|Frequent, interruptions (face to face enquiries, email, telephone). |

|At times dealing with challenging behaviours and attitudes. |

|Switching tasks to take account of changing priorities, particularly during events and high volume fundraising campaigns. |

|Working extra hours during particularly busy periods. |

|Dealing with supporters/donors and members of the general public. |

|Potential emotional situations. |

|Retention of information. |

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|Emotional Demands |

|● Frequent direct exposure to the concerns of supporters/donors/event participants and members of the public with the need to handle these situations in a |

|sensitive, confidential manner. |

|● Exposure to distressing situations particularly when communicating with distressed and/or bereaved relatives in a confidential manner. |

|● Coping with several tasks simultaneously within workload deadlines. |

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|Environmental |

|Shared office space and background noise. |

|Office temperature. |

|Interruptions. |

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|Professional Development: |

|Keeping abreast of current developments within fundraising legislation and styles of communicating with donors. |

|Keeping up to date with Raiser’s edge updates and training. |

|Supervising and training of volunteers. |

|Cascading information and “skills learnt” and communicating these to the admin team. |

|Attending all in house meetings (as required) and training including mandatory updates on health and safety, fire safety, moving and handling and other any|

|mandatory training. |

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|Performance Management |

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|The post holder will participate in performance management systems including providing information for performance monitoring that reflect the values of |

|the Hospice, particularly in terms of being ambitious, challenging and accountable. |

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|Other: |

|Work within agreed Hospice policies, procedures and guidelines. |

|Attend updates and courses in order to maintain own knowledge and skills. |

|Work as an integral part of the fundraising admin team, being sensitive to the needs of the whole team and supportive of other team members. |

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|General & Corporate Duties |

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|Records Management / Data Protection |

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|As an employee of the Hospice, you have a legal responsibility for the protection of all records (including patient health, financial, personal and |

|administrative) that you use gather or use as part of your work with the Hospice. The records may be paper, electronic, or audio, or x-ray images. You must|

|consult your manager if you have any doubt as to the correct management of the records with which you work. |

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|All employees are personally responsible for the quality of data entered by themselves, or on their behalf, on the Hospice data records (paper records) and|

|must ensure that such data is entered accurately to Hospice data standards, in a timely manner to ensure high standards of data quality in accordance with |

|the Hospice Data Quality and Clinical Record Keeping Polices. |

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|To ensure data is handled in a secure manner protecting the confidentiality of any personal data held in meeting the requirements of the Data Protection |

|Act 1998, Caldicott recommendations and other relevant legislation and guidance are applicable and should be adhered to. |

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|Confidentiality and Information Security |

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|As a Hospice employee you are required to regard as strictly confidential, and not disclose to any person, other than a person authorised by St Andrew’s |

|Hospice, at |

|anytime during your employment with the Hospice any information acquired by yourself in relation to any patient including the identity of any patient or |

|the medical condition or the treatment received by any patient. Any information acquired about the patient’s relatives and circumstances will be similarly |

|respected and will be confidential. Any breach of confidentiality by yourself may lead to disciplinary action being taken against you. This duty lasts |

|indefinitely and will continue after you leave the Hospice employment. |

|All employees must maintain confidentiality and abide by the Data Protection Act. |

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|As a member of the Fundraising Team all data and all contacts i.e. event sponsors and other business connections must remain confidential. All Fundraising|

|data and information is the property of St Andrew’s Hospice and are covered by the Data Protection Act. |

|This data is owned and protected by St Andrew’s Hospice and must not be used to benefit any other charity. |

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|Health & Safety |

|All employees must: |

|Take care of their own safety and others who may be affected by their actions or omissions. |

|Adhere to Hospice and Departmental Health and safety Policies and use any equipment or personal protective equipment provided to ensure safety. |

|Co-operate with their managers to maintain safe systems and safe workplaces. |

|Report any accidents/incidents or ill health, failings in premises equipment or personal protective equipment through the Hospice reporting system. |

|Not interfere with any equipment provided to ensure Health and Safety. |

|Not attempt to carry out tasks or repairs beyond their competence. |

|Follow manual handling guidelines and principles, utilising all aids and attending yearly updates. |

|The employee must attend and complete the full induction programme and appropriate mandatory training relevant to job role. |

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|Annual Appraisal |

|All members of hospice staff receive an annual appraisal by their line manager. The purpose of the annual appraisal is to understand how well the job has |

|been working in the previous year, assess progress towards the targets made at the previous annual appraisal and to set targets. |

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|Conditions of Service |

|The employing authority is St. Andrew’s Hospice. Terms and conditions of service are set by the SMT of the Hospice. |

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|Ethos and Mission of the Hospice |

|Lead by example and uphold the mission and ethos of the Hospice and of the Religious Sisters of Charity. |

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|Working with volunteers: |

|Volunteers are a vital resource to the Hospice and it is the responsibility of all staff to treat them with respect and to value their contribution |

|appropriately. If a volunteer is assigned to assist you at any time you will retain responsibility for the requirements of the job in terms of accuracy, |

|efficiency and standards of completion. You should also ensure good communication and be aware of your responsibility towards the volunteer in terms of |

|Health & Safety. |

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|Rehabilitation of Offenders Act 1974 |

|This post is subject to an exemption order under the provision of Section 4 (2) of the above Act. We will apply to the Central Registered Body in Scotland |

|(CRBS) for Disclosure for the successful candidate. Information on the disclosure process is available at .uk or by phoning the CRBS on 01786 |

|849777. |

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|No Smoking Policy |

|St Andrew’s Hospice operates a No Smoking Policy for staff within the Hospice buildings including the Patient Smoking Room. |

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|Confidentiality |

|Hospice staff will become aware of information related to patients, staff and volunteers which must be treated confidentially. All staff is expected to |

|read and adhere to the Confidentiality Policy. All fundraising information. |

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|Equal Opportunities |

|St. Andrew’s Hospice is an equal opportunities employer. |

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|This job description is an outline of the duties of the post and is not meant to be a detailed summary. Other duties may be required according to the |

|needs of the Hospice. The job description may be subject to agreed amendment in the light of experience and the need for change. |

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|7. EQUIPMENT AND MACHINERY |

|Computer hardware |

|PC, monitor, printer, laptops, ipads and USB Sticks. |

|Office equipment |

|Photocopier, printer, scanner, credit/debit card machine, laminator, calculator, telephone, cash coin counter, shredder. |

|Computer software |

|Microsoft Office (Excel, Word, Outlook, PowerPoint). |

|Raiser’s Edge and other Fundraising Software. |

|Internet explorer. |

|HMRC Software and third party giving sites. |

|Lottery software. |

|8. ASSIGNMENT AND REVIEW OF WORK |

|Assignment |

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|Work is assigned to this post by the Fundraising Admin Supervisor |

|The work is reviewed by the Fundraising Admin Supervisor. |

|The post holder works as part of a team with is responsible for ensuring allocated workload and targets is achieved. |

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|Review |

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|The post holder provides ongoing updates and reports to the Fundraising Admin Supervisor. |

|Annual appraisal will be carried out by the Fundraising Admin Supervisor. |

|9. DECISIONS AND JUDGEMENTS |

|Post holder will make decisions when communicating with supporters, colleagues and members of the public via telephone, face to face, letter and email. |

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|Any decisions on developmental ideas or strategies should be cascaded to the Fundraising Admin Supervisor for further discussion. |

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|The post holder is required to review and develop the admin function of the fundraising team, whilst taking into account the organisation requirements, |

|department pressures and staff availability to ensure deadlines are achieved and quality of service is maintained. |

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|The post holder is required to work strategically with the Fundraising Admin Supervisor to develop and grow the work of the department. |

|10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB |

|Constantly re-prioritising workload to meet the demands of the department and our supporters, whilst also maintaining an enthusiastic and professional |

|approach at all times. |

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|Encountering at times challenging behaviour in and out of the office setting. |

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|Dealing with at times emotional supporters, donors, staff, volunteers and general members of the public. |

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|Being highly organised with planning and organisation. |

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|Workload requirements and pressures may on occasion require long working days and a flexible approach to the working week. |

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|Keeping up to date with developments and changes within the fundraising admin sector and the Hospice. |

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|Communicating sensitively with the Hospice’s volunteers and supporters showing empathy and understanding at all times |

|11. COMMUNICATIONS AND RELATIONSHIPS |

|Internal: |

|Fundraising Admin Supervisor |

|Deputy Head of Fundraising |

|Head of Fundraising. |

|Events & Community Fundraising Co-ordinator. |

|Fundraising Team. |

|Schools & Communities Co-ordinator. |

|Retail Business Development Manager/Retail Team |

|Department Managers and any other Hospice staff (including shop managers). |

|● Patients and relatives. |

|SMT, Department managers & internal colleagues. |

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|External: |

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|Provide external interface with - |

|Hospice supporters & Donors. |

|Members of the general public. |

|Volunteers and individuals volunteering from companies to support the work of the Hospice. |

|Staff from North and South Lanarkshire Council. |

|St Andrew’s Ambulance Volunteers |

|Scottish Fire & Rescue. |

|Strathclyde Police. |

|Other external agencies & suppliers. |

|Event specific contacts and supporters. |

|JOB DESCRIPTION AGREEMENT |

|A separate job description will need to be signed off by each jobholder to whom the job description applies. |

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|Job Holder’s Signature: Date: |

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|Head of Department Signature Date: |

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PERSON SPECIFICATION

|Attributes |Essential |Desirable |Method of Assessment |

|Education/ |Educated to standard grade level or equivalent. | |Application form & Interview |

|Qualifications | | | |

| |Experience of using computer and IT systems. | |Application form & Interview |

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|Experience |Administration experience in an office setting, |Experience of fundraising |Application form & Interview. |

| |including provision of full administration services. |software system, raisers edge. | |

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| |Customer service and call handling experience. |Knowledge of the fundraising |Application form and interview. |

| | |and charity sector. | |

| |Proven record of achieving workload and team performance| |Application form and interview. |

| |and targets. | | |

| | | |Application form and interview. |

| | |. | |

| |Recent experience of minute taking. | | |

|Skills and Knowledge |Excellent people orientated communication skills. |Proven self-management and |Application form and interview. |

| | |organisational skills. | |

| |Strong practical experience of utilising databases. | |Application form & Interview. |

| | | | |

| |Well-developed IT skills. |Experience and knowledge of |Application form and interview. |

| | |Raiser’s Edge. | |

| |Ability to take and give clear work related instructions| |Application form and interview. |

| |and ensure these are followed as required. | | |

| | | | |

| |Excellent written and verbal communication skills | |Application form and interview. |

| |including the ability to communicate sensitively with | | |

| |Hospice supporters, volunteers, and staff showing | | |

| |empathy at all times. | | |

|Aptitudes |High level of initiative, drive, determined and | |Application form & Interview. |

| |resourceful approach. | | |

| | | |Application form and interview. |

| |Excellent organisational and time management skills. | | |

| | | |Application form and interview. |

| |Friendly, outgoing personality with ability to | | |

| |communicate confidentially at all levels in a positive |Willing to work irregular and | |

| |manner. |unsocial hours to meet the |Application form and interview. |

| | |demands of the role. | |

| |Adaptable and able to work under pressure in a fast | | |

| |paced environment. | | |

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Head of Fundraising

Deputy Head of Fundraising

Retail Business Development

Legacy & Trusts Officer

North/South

Retail Manager

Lottery Admin

Canvassers

Fundraisers

Fundraising Admin

Supervisor

Fundraising Admin Assistant

School Liaison Team

Schools & Communities

Co-ordinator

Shops Manager’s

Events & Community Fundraising

Co-ordinator

Epos Officer

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