JOB DESCRIPTION - Billy Graham



JOB DESCRIPTIONJOB TITLE:Donor Services RepresentativeAka Donor Ministries RepresentativeDEPARTMENT:Donor MinistriesREPORTING TO:Donor Ministries ManagerJOB STATUS:Permanent, F/T or P/TDate issued:May 2018______________________________________________________________________________MAIN PURPOSE OF JOBServe in a front-line role within the Donor Ministries Team as a Donor Services Representative. The aim is to provide a kind, courteous, and relational interaction with donors and other supporters of Samaritan’s Purse (SP) and the sister organisation Billy Graham Evangelistic Association (BGEA), both orally and in writing, while seeking to inform, inspire and gain their support. ______________________________________________________________________________2POSITION IN ORGANISATIONReports to Donor Ministries ManagerWithin the Donor Ministries TeamCollaborates closely with all team members within the Donor Ministries TeamNo direct reports______________________________________________________________________________SCOPE OF JOB Interaction with supporters both over the phone and in writing on a variety of supporter related matters. Our supporters can be individuals or representatives of interested groups such as churches and schools.Documenting interactions and processing gifts in the ministries supporter relations databases.Maintain current knowledge of the respective ministry activities and fundraising campaigns of both Samaritan’s Purse and the Billy Graham Evangelists Association and input to the campaigns as required.Other general administrative and support duties to assist the smooth running and impact of both ministries______________________________________________________________________________4DIMENSIONS AND LIMITS OF AUTHORITYProviding a first line response to supporter queries.Responding relevantly and promptly following receipt of donations and enquiries.Maintaining supporter records and documenting all communication with our supporters.Supporting donor engagement and retention initiatives as well as fundraising campaigns.5MENTAL ABILITYMinimum Grade C in GCSE Maths and English and IT or equivalent qualification.Good A levels, or equivalent qualification in relevant subjects.______________________________________________________________________________6PROVEN ABILITY (ref Person Specification for further detail)Past performance in an office environment that demonstrates strong skills in Communication (both verbal and written), administration, data management, multitasking, and flexibility.Experience in the use of Microsoft Office in particular Word and Excel to intermediate level and above.A prior record of proven ability to address a wide range of issues, some of which may not be straightforward, is required. Experience in Customer Service and use of Customer Service Databases.Experience in call handling – both outbound and inbound – with a professional, engaging and confident telephone manner.A self-motivated, team player, capable of using their initiative.A heart to serve each ministry to the best of their ability, enhanced by their desire to engage in continuous growth and development as encouraged and supported by their team manager.________________________________________________________________________DUTIES & KEY RESPONSIBILITIESThe Donor Services Representative is a member of the Donor Services Team. The Donor Services Team has two focuses: Gift Processing and Donor/Supporter Response. The Donor Services Representative is concerned with tasks affecting both these two focuses.Nb. The tasks below may be specific to certain roles but all staff are required to be cross-trained in order to cover during peak times. Whilst this document gives an overview of the key duties involved, this is not an exhaustive list.1Interaction with Supporters and Communication of Information: Communicate and liaise efficiently and professionally both verbally and in writing/electronically with supporters, suppliers, visitors and enquirers. This may also entail both outbound and inbound call handling.Assist with the creation of regular correspondence to donors such as welcome letters, newsletters, special donor acknowledgement letters and other materials to engage and retain donors.Engage and be actively involved in fundraising projects and provide assistance and support to donors who are engaged in fundraising including sending out marketing materials, helping them set up giving pages, explaining sponsorship forms gift aid envelopes etc. Receive requests for prayer over the phone or in the post and coordinate the praying for and acknowledgement of prayer requests. Occasionally, praying over the phone with donors when appropriate.Maintain a thorough knowledge of Samaritan’s Purse and BGEA projects, current topics in the media involving Franklin Graham and Samaritan’s Purse projects. To know the mail and response procedures to effectively respond to donors requesting special acknowledgements.Assist with the processing of incoming and outgoing mail and/or email according to standard procedures.Maintain a rapid response to meet the needs of our supporters and volunteersMay be asked to support and attend donor events.2General knowledge of the existing Supporter Database (Raisers Edge) plus knowledge of the proposed new Supporter Database (Studio Enterprise): In line with other members of the Donor Services Team assist in processing donations (via post, email, charity agencies, etc.) on to our supporter database according to standard procedures. Prepare appropriate supporter receipt communications and maintain letters on the supporter database ensuring communication is up to date and relevant. Respond to and answer queries relating to donations and Gift Aid where necessary and document communications on the database.Help maintain donor records – adding new records, merging duplicate records, updating existing records with address changes, mailing preference, relationship connections, etc. Provide relevant departmental administrative support, including filing, archiving, franking of the post. Carry out all similar duties as required by your line manager. 3Maintain knowledge of the current ministries and fundraising campaigns of Samaritan’s Purse and the BGEA as well as to give input to the campaigns from a donor’s perspective. Provide ongoing feedback for the development of the website and promotional anise and log any complaints received.Document supporters’ use of promotional materials in order to provide feedback on what was most successful during a campaign.Carry out follow up communications, email merges, phone calls, letters, in order to report to donors about the outcome of a campaign.4Other administrative areas: Provide administrative support occasionally to Donor Ministries Manager.Attending appropriate events/meetings when possible.Assist in training new staff and helping document procedure changes.Maintaining good knowledge of any current legislation, and practice, that relates to this specific area of support.MINISTRY EXPECTATIONSFollow policies and procedures of Samaritan’s Purse as set forth in Staff Handbook.Attend staff and team devotions and participate in prayer support for the ministry, its staff, donors and other supporters.Maintain a strong Christian witness to colleagues, vendors, charitable beneficiaries, and the general public. ................
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