Hospice of the Valleys

Job Description

Title: / Supporter Care Assistant
Grade: / Hospice of the Valleys – Administration - General
Responsible to: / Business and Community Fundraising Manager
Accountable to: / Chief Executive Officer
Locality: / Based at Hospice of the Valleys office in Ebbw Vale and working within the Blaenau Gwent locality
Key working relationships:
Hours of work: / Income generation team, support services team, hospice staff, supporters/ fundraisers, corporate partners, volunteers and key stakeholders
22.5 hours per week: Between the hours of 9am-5pm Monday to Friday. Flexibility is essential in order to facilitate fundraising events and activities which may occur at evenings or weekends.

Job summary:

This is a pivotal role in supporting the whole of the Income Generation directorate to maximise fundraising by delivering a high standard of supporter service and administration support.

,

Philosophy of Care:

The post holder will work within the Hospice of the Valleys philosophy of care and professionalstandards.

Specific duties and Responsibilities

  1. Act as the first point of contact for all fundraising enquiries and provide an efficient and warm welcome to proactively engage supporters and maximise opportunities for income generation.
  1. Provide administrative and practical support across the whole of the Income Generation directorate, which will include tasks such as posting out fundraising resources to supporters and assisting with mass mail outs for campaigns and events.
  1. Manage relationships with low level fundraisers (excluding those taking part in 3rd Party Challenge events), including dealing with initial enquiries, managing pre and post activity communications, supplying relevant fundraising resources and thanking.
  1. Manage and maintain the fundraising pages of the Hospice of the Valleys website, to ensure that content is up to date, informative and engaging.
  1. Manage and coordinate all aspects of Hospice of the Valleys collection box function. To continue to grow income from this area via effective and accurate record keeping and proactive placement of new collection boxes within the Blaenau Gwent region.
  1. From fundraising campaign responses and other supporter interactions create, update and manage supporter records via the charities database (E-tapestry) in accordance with the charities policies, Fundraising Regulator and the Data Protection Act 1998.
  1. Monitor and maintain the sock levels of fundraising resources and materials and ensure the timely procurement when required.
  1. Organise Income Generation team meetings, including arranging dates, booking meeting rooms, collating agenda points, taking and circulating minutes.
  1. Work closely with the Volunteer Co-ordinator to obtain fundraising volunteers at busy times of the year to support with tasks within the fundraising office.
  1. Provide monthly reports to the Business and Community Fundraising Manager outlining progress against objectives.
  1. Contribute to the ongoing development and improvement of systems and procedures that support the departments goal of maximising fundraising and delivering a high standard of supporter care.
  1. Attend regular meetings, as required by the Head of Income Generation and Marketing and contribute to the overall objectives of the wider fundraising team as well as wider objectives of the charity.
  1. Act as an ambassador for Hospice of the Valleys raising awareness of the charities aims and objectives and enhancing its reputation through exemplary behaviour, conduct and team working.
  1. Undertake any other duties or work outside of normal hours to fulfil the needs of the charity, as requested and at the discretion of the Head of Income Generation and Marketing.

Education and Training:

  1. Take responsibility for personal continuing professional development and attend courses as identified through the annual staff development review.
  1. Contribute towards clinical and corporate governance agenda as appropriate
  1. Participate in the hospice appraisal system setting realistic objectives in order to maintain a personal professional profile and demonstrate a high level of practice.
  1. Attend mandatory lectures/ training according to hospice guidelines.

Personal Responsibilities:

  1. Be aware of Hospice of the ValleysPolicies and Procedures and ensure they are adhered to at all times.
  1. Comply with the regulations in the Health & Safety at Work Act. At all times be alert to, and report any accidents/incidents to the Senior Management Team. Ensure accident forms are completed following staff / volunteer / public accidents.
  1. Ensure a high standard of personal appearance and integrity commensurate with the public relations of this post.
  1. Contribute to the organisational effectiveness through positive cross team working and collaboration.
  1. Ensure that confidentiality is maintained at all times.

Health & Safety:

To perform duties in a manner which will ensure the Health and Safety of all persons who may be affected by your acts or omissions at work and co-operate with the Hospice policy on safety regulations.

Confidentiality:

Many of the duties of the post are of a confidential nature and disciplinary action will be taken in the event of any breach.

Data Protection:

All staff are reminded of their duties and responsibilities as employees under the Data Protection Act 1998, to ensure that personal data is not negligently or unlawfully handled or disclosed to unauthorised persons.

This job description is not exhaustive and may be amended following appropriate consultation

PERSON SPECIFICATION
JOB TITLE: / Supporter Care Assistant
GRADE: / Hospice of the Valleys – Administration - General
REQUIREMENTS / ESSENTIAL / DESIRABLE
Qualifications / Excellent general education (to A-Level or equivalent) to a good grade. / IoF Certificate or willingness to train.
Experience / Working in a busy office environment.
Track record of managingand developing relationships with supporters and or customers.
Experience of coordinating several projects or campaigns simultaneously within an agreed timescale.
A familiarity with E-tapestry or a similar CRM Database. / Experience of working in Fundraising and / or within a Charity.
Experience of working with Volunteers.
Experience of using wordpress or other website content management programs.
Customer service experience.
Skills, knowledge and abilities / High level communication skills both written and verbal with the ability to liaise withsupports on all levels.
Excellent organisational and administrative skills.
Self-motivated with the ability to prioritise own workload and resilience to hit deadlines.
IT Skills including Word, Outlook, Excel and Power Point.
Demonstrates attention to detail in all aspects of work.
Ability to develop and maintain office systems and processes.
Ability to work collaboratively with colleagues to achieve agreed objectives.
Resourceful and innovative. / Knowledge of hospice philosophy.
Understanding of charity law and Institute of Fundraising’s policies and procedures.
Experience of event organisation and execution.
Other / Self-sufficiency and resilience with the ability to ‘think on your feet’ and problem solve under pressure.
Reliable.
Willingness to work outside agreed hours on a regular basis.
Willingness to train and learn new skills. / Empathy with Hospice of the Valleys’ aims and objectives
Car owner/clean driving licence.

Events Fundraising Manager / Job Description / AS- 30/06/17