Position Description s27

Position Description

Business Unit: Foundation Job Title Donor Relations Officer (0.6 FTE) Grade/Classification HS2 Award 10 Admin Officers Location 305 Grattan St, Melbourne, 3000 Department Peter MacCallum Cancer Foundation Cost Centre Z9040 Reporting To: Direct: Donor Relations and Database Manager

Indirect: Fundraising Director, Foundation

Main Purpose of Position  Assist 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 objectives

 Maintain accurate records in the database of contacts with donors, supporters and other donor relationships

 Support the donor relations team in providing excellent customer care to new and existing donors of the Foundation Key Effectiveness Areas  Maximises 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 donors

 Implements and evaluates stewardship plans for allocated donors in line with Foundation service level standards

 Maintains 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 income

 Consolidates and coordinates Foundation donor feedback and complaint handling procedures to maximize donor stewardship and retention rates across all donor types

 During 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/a

Decision Making Authority n/a

Key Relationships Internal:

 Fundraising Database Manager  Fundraising Program Managers  Donor Relations Team  Fundraising Director  Executive Director  Foundation Staff  Volunteers

External:

 General Public  Donors and Supporters  Suppliers

Experience/Qualifications/Skills/Attributes Education, Experience and Technical Knowledge

Essential Competencies  Demonstration of fundraising experience, with experience and proven success in donor development and stewardship  Proven communication, collaboration and negotiation skills  Competent in maintaining information for consistent recording and reporting of donor engagement activity  Ability to build new relationships which generate revenue  Demonstrated time management and organisational skills  An ability to relate sensitively to people at all levels  Demonstrated ability to work productively both autonomously and as a member of a team  Excellent phone manner  Proven team player – responsive, flexible and approachable  Self-motivated and thorough  Accountable and trustworthy

IT competencies:  Computer literate including Word, Excel and Outlook  Raisers Edge literacy preferred  Intermediate Internet search skills

Desirable Requirements:  Sound knowledge of fundraising principles and practices  Sound knowledge of databases, preferably fundraising databases  Sound knowledge of fundraising legislation  An interest in cancer research and treatment

Maximises Foundation revenue from mid-  Achieves donor income and retention targets level value donors ranging across Direct Mail, Community Fundraising, Regular Monthly  Cultivates donors through personalised contact Givers, In-thanks, In-celebration and In- with the aim to maintain or upgrade their giving Memorial donors levels through the provision of the highest level of donor care

 Uses 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 KPIs

 Conducts and coordinates timely donor follow up of failed cash transactions to maximize income and donor retention

Implements and evaluates stewardship plans  Implements service level standards (SLS) in for an assigned donors in-line with Foundation conjunction with Foundation key events and service levels standards 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 appropriate

 Direct 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 manner

 Donors 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 functions

 Fundraisers’ 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  Provides regular reports to accurately measure contacts in the database with donors, and donor engagement outcomes, such as giving other external relationships levels, donor retention, upgrade and reactivation levels

 Reports 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 outcomes

 Maintains 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 legislation

Actively participates in fundraising activities  When appropriate, engage donors with cross- and events to enhance donor relationships program opportunities to secure additional support

 Provides thorough administrative support in a timely manner

 Demonstrates time management and prioritisation skills

 Documentation and reports are produced to a high standard

 Tasks carried out promptly and efficiently

 All contact with donors is recorded promptly and accurately in the database

When required, assist the Donor Relations  Can act as first point of contact for staff and Team in the facilitation of in-bound calls and supporters, both in person and by telephone can act as the first point of contact for enquiries from the general public and donors  Effectively handles inbound phone calls and emails during peak periods  Responds to email enquiries and feedback appropriately

 Communicates effectively with stakeholders

 Maintains high levels of customer service with all donor types

 Displays a courteous and empathetic manner

 Records and reports feedback

 Maintains accurate database records

 Achieves positive outcomes for the donor and the Foundation Develop and maintain positive  Demonstrates effective communication with all stakeholders working relationships  Receives positive feedback from internal and external stakeholders

 Demonstrates proactive approach and strong working relationship with colleagues

 Demonstrates flexibility in relation to work hours and cover for periods of leave

Other duties as required  Actively participates in department activities contributing to team environment

 Attends professional development activities as approved

 Willingness to carry out other duties to maintain an efficient and professionally run Foundation office

 Supports the fundraising staff during donor functions/events if/when required

Performance Objectives Key Performance Indicators Proficiency Level required to be A= Proficient indicated against each value. B= Advanced C= Expert Values Key Behaviours: Proficiency Level

Patients and their carers come first C

We value our people and encourage teamwork through mutual respect and trust

We strive for excellence supported by innovation, research and a learning culture

C We embrace the positive effects of change

We insist on openness and accountability

We adhere to the strongest ethical C standards in both clinical practice and research

Signatures Department Head

Practitioner

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