GradeGS4
Staff Member / Affiliate TypeGeneral Service
ReasonTemporary > Temporary Assignment/ Appointment
Hardship LevelH (no hardship)
Family TypeFamily<p></p><p></p>
Residential location (if applicable)
Remote work acceptedNo
Target Start Date2023-10-01
Target End Date2023-12-31
Job Posting End DateOctober 26, 2023
Standard Job DescriptionPSP Individual Giving Assistant Organizational Setting and Work Relationships The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees and other persons of concern. Private Sector Partnerships Service (PSP) sits within UNHCR's Division of External Relations (DER) and is responsible for mobilizing resources from the private sector for refugees. UNHCR has developed a Private Sector Fundraising Strategy focusing on both Individual Giving and Private Sector Partnerships, identifying priority fundraising markets and regions. Individual Giving (IG) is targeted at the general public to secure the support of individuals through regular, unrestricted donations, cash appeals and legacies. The aim is to generate both monthly and one-time donations from individuals using various channels and methods including direct mail, face-to-face fundraising, telemarketing, digital fundraising, DRTV and emergency fundraising, with focus on strong donor loyalty and lifetime value. The purpose is to maximize the donor base from the individual giving (IG) for UNHCR, those with the ability to provide donations of between $1 to $10.000 (depending on local market conditions, as well as scope of responsibility) per year to UNHCR. All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR's core values of professionalism, integrity and respect for diversity. Duties General - Provide front-line customer service for all inbound inquiries from donors, through the phone, email and mail and assist donors with gift acknowledgements, refunds, tax receipt requests, tribute and symbolic gift cards, and other donation related issues. - Develop dashboard and KPI reporting to identify opportunities in order to maximise donor lifetime value to increase revenue. - Assist in procurements related to IG activities (e.g. Face-to-Face) including preparation of RFQs or RFPs, receipts of quotations, bids or proposals in compliance with the procurement standards and rules. - Assist in liaising, monitoring and reviewing of outsourced vendor services performance such as data entry, telemarketing, letter shopping services, etc. - Prepare regular progress reports on the made-on acquisitions and donor care KPIs. - Liaise with bank and payment platforms to ensure timely and accurate payment collections. - Support UNHCRยฟs donor care and fundraising events; track and report on events, attend events when possible and assist with planning. - Participate in annual campaign goals. Donor Acquisitions - Work closely with the supervisor to design, implement, monitor and optimize Donor Acquisition programmes and make sure KPIs are met. - Conduct telephone fundraising campaign, as/if required. - Provide necessary support to help ensure KPIs are achieved including provision of quality and timely reporting to the relevant teams. - Ensure Donor Acquisition (e.g. Face-to-Face) programs achieve the targets, including monitoring and tracking budget and expenditure. - Compile and analyse data received from regular reports provided by Donor Acquisition (e.g. Face-to-Face) agencies and reports to the manager on regular basis. - Prepare and participate in the recruitment of Donor Acquisition (e.g. Face-to-Face) fundraisers to fill vacant positions including applicationsยฟ review, interviews and tests as well as orientation and induction. - Monitor the effectiveness of the Donor Acquisition campaign locations. Donor Retention and Development - Deal with donorsยฟ requests and manage complaints. - Assist in following up donors by phone, post, electronic mail in relation to donation transactions issues and donor inquiries. - Support producing online and offline communication to donors to enhance donor loyalty. - Produce reports and analysis to enhance programme performance, donor retention and understand donor behaviour. - Support donor service toll free number activities. - Execute data entry needed by outbound and inbound campaigns. - Update UNHCR fundraising database with donorsยฟ data, gifts data, fundraising campaigns data when needed. - Support fulfilment operations for specific campaigns. - Assist in processing one-off donation transactions - Support in processing monthly donations (both autopay and credit cards), escalate and advise the supervisor in case of inaccuracy and special occurrence. - Perform other duties as required. Minimum Qualifications Education & Professional Work Experience Years of Experience / Degree Level For G4 - 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher Field(s) of Education Not applicable Certificates and/or Licenses Public Administration, Business Administration, Economics, Marketing, or other relevant field. Relevant Job Experience Essential - Proven experience in a fundraising or sales environment working on donor/customer care or fundraising. - Proven experience of managing donor or customer records with a customer relationship database. Desirable - Experience in a donor service role at a charity or non-for-profit. - Experience in data processing. - Experience working in a customer service. Functional Skills CO-Cross-cultural communication CO-Drafting and Documentation IT-Computer Literacy PS-Digital fundraising PS-Direct Marketing and Direct Response Fundraising PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc. PS-Private sector fundraising and partnerships (Functional Skills marked with an asterisk* are essential) Language Requirements For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English. For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language. For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English. All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power. As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise. This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.
Desired Candidate ProfileCandidate must be eligible to work in Canada.
The role of PSP Individual Giving Assistant (Donor Relations & Data Coordinator ) will report to the Donor Relations Manager. This position is vital to ensure overall donor satisfaction, by acting as the first point-of-contact to UNHCRโs supporter base. The position will be required to respond to donor inquiries in a timely manner through the monitoring of our donor care inbox, as well as outbound and inbound call management. Attention to detail is an essential in this role, as the accuracy in maintaining donor records within the CRM (Raiserโs Edge) is a primary functionality within the role. This role will also work collaboratively with a variety of stakeholders outside of our donors, including third-party vendors, our bureau office in Ottawa, our HQ colleagues, our greater PSP Canada teams (IG, Major Gifts, Data team, Comms team), therefore strong communications skills is essential. This role will also look to support multiple teams in their bespoke needs, including gift processing, coding and tracking of gifts, reporting and assistance in data work as needed. Bilingualism in French is a preference for this role.
Donor Relations:
Respond to donor inquiries, concerns and request promptly and professionally through a variety of channels (phone, email, mail) and identify areas for improvement in donor care processes through management of donor feedback (preference for bilingualism in French for these duties)
Manage and enhance relationships with existing and prospective donors, ensuring their continued engagement and support with UNHCRโs mission
Maintain accurate and up to date donor profiles and records at the CRM level, including address changes, communication preferences updates, donation updates etc
Help to ensure effective communication of donor acknowledgments through regular review of thank you letters and overall receipting process, including single gift receipts and annual receipting for monthly donors
Assist in the effective management of monthly donor retention and reactivation through the management of in-house donor service letters, outbound calling and email communications, notifying donors of their giving cycle and looking for areas of how to improve overall monthly donor retention
Collaborate with the Individual Giving team to help create compelling donor-focused content, such as impact stories, testimonials, and appeal communications Work closely with the Donor Care Manager and overall IG team to find areas of improvement for donor experience
Stay informed about industry trends, best practices and innovations in donor relations and fundraising
Data & Administrative:
Assist in gift processing by facilitating transfer of donations to gift processing vendor and bank in a timely manner and ensuring accuracy of appeal coding details
Support internal teams on gift tracking and coding processes and reporting for individual team needs
Provide necessary support to help ensure KPIs are achieved including provision of quality and timely reporting to the relevant teams (including Individual Giving and Major Gifts).
Assist in the management of third-party vendors through effective monitoring of performance on a daily basis as well as through regularly scheduled update calls
Assist in management of office based administrative duties, including management of inventory related to individual giving programs (ie โ welcome and monthly donor programs), processing of inbound and outgoing mail
Perform other duties as required.
Functional ClearanceThis position doesn't require a functional clearance
Required languages (expected Overall ability is at least B2 level)
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Desired languages
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Additional Qualifications
SkillsCO-Cross-cultural communication, CO-Drafting and Documentation, IT-Computer Literacy, PS-Digital fundraising, PS-Direct Marketing and Direct Response Fundraising, PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc., PS-Private sector fundraising and partnerships
Education
CertificationsBusiness Administration - Other, Economics - Other, Marketing - Other, Public Administration - Other
Work Experience
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