Job Description



Position DescriptionBusiness Unit: FoundationJob TitleDonor Relations Officer (0.6 FTE)Grade/ClassificationHS2Award10 Admin OfficersLocation 305 Grattan St, Melbourne, 3000DepartmentPeter MacCallum Cancer FoundationCost CentreZ9040Reporting To:Direct: Donor Relations and Database ManagerIndirect: Fundraising Director, FoundationMain Purpose of PositionAssist in the delivery of the Foundation’s donor development strategies across all donor giving types and fundraising programs in order to maximise income, donor volumes, acquisition, retention, upgrades and conversion rates Predominantly through phone, mail and email, cultivate and steward a portfolio of mid-level donors, prospects and fundraisers in line with the Foundation service level standards and operational objectivesMaintain accurate records in the database of contacts with donors, supporters and other donor relationshipsSupport the donor relations team in providing excellent customer care to new and existing donors of the FoundationKey Effectiveness AreasMaximises Foundation revenue from mid-level value donors ranging across Direct Mail, Community Fundraising, Regular Monthly Givers, In-thanks, In-celebration and In-Memorial programs and donorsImplements and evaluates stewardship plans for allocated donors in line with Foundation service level standardsMaintains accurate records and analysis of donor and supporter contacts in the database Actively participates in fundraising activities and events to enhance donor relationships Conducts and coordinates timely donor follow up of failed cash transactions to maximize incomeConsolidates and coordinates Foundation donor feedback and complaint handling procedures to maximize donor stewardship and retention rates across all donor typesDuring peak periods, assists the Donor Relations Team in the facilitation of in-bound calls and can act as the first point of contact for enquiries from the general public and donors Number of Direct Reports n/aDecision Making Authorityn/aKey RelationshipsInternal: Fundraising Database ManagerFundraising Program ManagersDonor Relations TeamFundraising DirectorExecutive DirectorFoundation StaffVolunteersExternal: General PublicDonors and Supporters SuppliersExperience/Qualifications/Skills/Attributes Education, Experience and Technical KnowledgeEssential CompetenciesDemonstration of fundraising experience, with experience and proven success in donor development and stewardshipProven communication, collaboration and negotiation skillsCompetent in maintaining information for consistent recording and reporting of donor engagement activityAbility to build new relationships which generate revenueDemonstrated time management and organisational skillsAn ability to relate sensitively to people at all levelsDemonstrated ability to work productively both autonomously and as a member of a teamExcellent phone mannerProven team player – responsive, flexible and approachableSelf-motivated and thoroughAccountable and trustworthyIT competencies:Computer literate including Word, Excel and OutlookRaisers Edge literacy preferredIntermediate Internet search skillsDesirable Requirements:Sound knowledge of fundraising principles and practicesSound knowledge of databases, preferably fundraising databasesSound knowledge of fundraising legislation An interest in cancer research and treatment Maximises Foundation revenue from mid-level value donors ranging across Direct Mail, Community Fundraising, Regular Monthly Givers, In-thanks, In-celebration and In-Memorial donorsAchieves donor income and retention targetsCultivates donors through personalised contact with the aim to maintain or upgrade their giving levels through the provision of the highest level of donor careUses telephone, mail, email, database records, direct mail campaigns and other initiatives in-line with each fundraising program’s operational and service level objectives in order to achieve income targets Cash giving and retention levels of allocated donors and income streams achieve annual targets and operational KPIsConducts and coordinates timely donor follow up of failed cash transactions to maximize income and donor retentionImplements and evaluates stewardship plans for an assigned donors in-line with Foundation service levels standardsImplements service level standards (SLS) in conjunction with Foundation key events and activities to achieve effective donor cultivation and development Consolidates and coordinates Foundation donor feedback and complaint handling procedure to maximize donor stewardship and retention rates across all donor types Donor engagement activities/functions are strategically timed to maximize ROI Relationships cultivated with key donors via personalised contact and lab tours when appropriateDirect Mail packs personalized in accordance with relationship management business rules, SLS and engagement objectives Requests for further information are effectively actioned and responded to in a timely mannerDonors are encouraged to consider leaving a gift to Peter Mac in their Will (ideally residual)Service level standards effectively implemented through personal contact - predominantly telephone, mail, email and targeted donor functionsFundraisers’ requests are negotiated in line with service level standards in a way that manages internal resources while retaining positive relationships with fundraisers Maintain accurate records and analysis of contacts in the database with donors, and other external relationshipsProvides regular reports to accurately measure donor engagement outcomes, such as giving levels, donor retention, upgrade and reactivation levelsReports regularly on donor stewardship and cultivation outcomes Reports regularly to Donor Relations and Database Manager on the status and results of donors engagement and income outcomesMaintains detailed records of donor relationships and actions Ensures all records and actions are privacy compliant and in-line with FIA code of conduct and fundraising legislationActively participates in fundraising activities and events to enhance donor relationshipsWhen appropriate, engage donors with cross-program opportunities to secure additional support Provides thorough administrative support in a timely mannerDemonstrates time management and prioritisation skillsDocumentation and reports are produced to a high standard Tasks carried out promptly and efficientlyAll contact with donors is recorded promptly and accurately in the databaseWhen required, assist the Donor Relations Team in the facilitation of in-bound calls and can act as the first point of contact for enquiries from the general public and donors during peak periods Can act as first point of contact for staff and supporters, both in person and by telephoneEffectively handles inbound phone calls and emailsResponds to email enquiries and feedback appropriatelyCommunicates effectively with stakeholdersMaintains high levels of customer service with all donor typesDisplays a courteous and empathetic mannerRecords and reports feedbackMaintains accurate database recordsAchieves positive outcomes for the donor and the FoundationDevelop and maintain positive working relationshipsDemonstrates effective communication with all stakeholdersReceives positive feedback from internal and external stakeholdersDemonstrates proactive approach and strong working relationship with colleagues Demonstrates flexibility in relation to work hours and cover for periods of leaveOther duties as requiredActively participates in department activities contributing to team environmentAttends professional development activities as approvedWillingness to carry out other duties to maintain an efficient and professionally run Foundation officeSupports the fundraising staff during donor functions/events if/when requiredPerformance ObjectivesKey Performance IndicatorsProficiency Level required to be indicated against each value.A= Proficient B= Advanced C= Expert ValuesKey Behaviours:Proficiency LevelPatients and their carers come firstCWe value our people and encourage teamwork through mutual respect and trustCWe strive for excellence supported by innovation, research and a learning cultureCWe embrace the positive effects of changeCWe insist on openness and accountabilityCWe adhere to the strongest ethical standards in both clinical practice and researchCSignaturesDepartment HeadPractitionerCEOPrivacy Statement: Information may be collected and stored for the purpose of recruitment and selection. The information will only be used and disclosed for the primary purpose of its collection. Some exceptions exist. These may be obtained from the Privacy Officer. ................
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