St. Andrews’s Hospice
JOB DESCRIPTION

1.  JOB IDENTIFICATION

Job Title: Fundraising Admin Assistant
Reports to: Fundraising Admin Supervisor
Directorate: Fundraising Department
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.
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.
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.
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.
This role also involves attending internal/external meetings and communicating with sponsors/donors. Undertaking any other, grade appropriate duties as required.
No of Job Holders: 2
Responsible for: Providing donor support and a full admin function to the Fundraising Team.
Last Update: Jan 2018

2. JOB PURPOSE

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).
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.
To ensure that storage and archiving procedures are functioning correctly.
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.
To provide a helpful approach and excellent customer service for all supporters/donors/colleagues and assist with any queries that may arise.
To ensure that all assigned workload targets are achieved in a timely manner.
To ensure a credit control system for events is accurately recorded and maintained.
To ensure appropriate databases are complied for use by the Fundraising department as required.
To ensure all tickets and invoices are issued for events and any other Fundraising activity.
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.
To minute meetings as directed.
Ensuring compliance with all training, hospice policies and procedures.
To provide admin assistance to the fundraising management team as required.
To provide admin cover for the lottery system as required.
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 maintain the fundraising admin stock and records room as directed.
To support the work of the fundraising management team and Fundraising department with other fundraising duties or initiatives as deemed appropriate.
3. DIMENSIONS
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.
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.
The Fundraising Department provides support to the Chief Executive and Board of Trustees.
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.
Annual running cost are in the region of £7.3 million
Statutory Income from NHS Lanarkshire in the region of (NHSL): £2.7million
Annual amount required to be raised £4.6 million (£88k per week)

4. ORGANISATIONAL POSITION

5. ROLE OF DEPARTMENT

To achieve strong sustained net income growth in order to enable the Hospice to meet its operational and strategic aims.
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.
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.
To establish and maintain relationships to benefit the fundraising department and any fundraising promotional initiatives.

6. MAIN TASKS, DUTIES AND RESPONSIBILITIES

Core Duties:
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.
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).
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.
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.
To analyse supporter records to ensure accurate figures are provided both to supporters directly and internal colleagues.
To provide a helpful approach and excellent customer service for all supporters/donors/colleagues and assist with any queries that may arise.
To handle supporter enquiries with sensitivity and care.
To ensure that all assigned workload targets are achieved in a timely manner.
To ensure a credit control system for events is accurately recorded and maintained.
To ensure appropriate databases are complied for use by the Fundraising department as required.
To ensure all tickets and invoices are issued for events and any other Fundraising activity.
To provide general admin support in any capacity for the smooth running of the fundraising office as directed.
To monitor, maintain and review all systems for recording and issuing sponsor forms.
To minute meetings as directed.
To report and contribute at team meetings.
Ensuring compliance with all training, hospice policies and procedures.
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).
To support the work of the Fundraising management team and Fundraising department with other fundraising duties or initiatives as deemed appropriate.
To provide admin cover for the lottery as required.
To maintain the fundraising admin stock and records room as directed.
To ensure all work is handled in a sensitive and confidential manner at all times.
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.
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.
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.
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.
Environmental
·  Shared office space and background noise.
·  Office temperature.
·  Interruptions.

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.
Performance Management
·  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.

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.
General & Corporate Duties
Records Management / Data Protection
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.
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.
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.
Confidentiality and Information Security
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.
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.
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.