Support Engagement Officer

At Peter Mac we aim to continuously improve cancer care, research and education across all cancers and for all people affected by cancer: changing lives, breaking new ground. Everything we do is underpinned by our core values, Excellence, Compassion and Innovation. Welcoming people from a wide variety of different backgrounds and experiences is critical to fostering innovation, cultivating compassion, attracting and retaining top talent and providing the best possible cancer care for our patients.
YOUR ROLE IN OUR FUTURE
Fixed Term, Full-Time Role
The Supporter Engagement Officer works within the Supporter Engagement Team to deliver the highest level of donor care, stewardship, and data integrity across all giving types and fundraising channels, to develop relationships, improve supporter engagement and maximise the Foundation's income objectives.
The role works closely with the Supporter Engagement Manager to cultivate and steward new and existing supporters, by implementing and evaluating stewardship plans in line with the Foundation's service level standards, predominantly through face to face, phone, mail and email.
The Supporter Engagement Officer has responsibility for maintaining accurate records of donor activity in the Foundation's database, ensuring compliance with all relevant Privacy and Fundraising Legislation, and acting as a first point of contact for enquires as required.
- Fixed term
- 80 Hours per fortnight
Applicants to this role should provide a covering letter outlining relative key skills and experience to assist us with our assessment.
For further information about this opportunity, click Apply to be redirected to the Peter Mac Careers page where you can review the position summary. Alternatively, please contact us using the information below for a confidential discussion.
Hiring Manager: Michael Moyzes
Email: michael.moyzes@petermac.org
Applications Close: 11:59pm Friday 1st March 2024.
Position Summary
The Supporter Engagement Officer works within the Supporter Engagement Team to deliver the highest level of donor care, stewardship and data integrity, across all giving types and fundraising channels, to develop relationships, improve supporter engagement and maximise the Foundation's income objectives.
The role works closely with the Supporter Engagement Manager to cultivate and steward new and existing supporters, by implementing and evaluating stewardship plans in line with the Foundation's service level standards, predominantly through phone, mail and email.
The Supporter Engagement Officer has responsibility for maintaining accurate records of donor activity in the Foundation's database, ensuring compliance with all relevant Privacy and Fundraising Legislation and acting as a first point of contact for enquires as required.
Enterprise Agreement
Health and Allied Services, Managers and Administrative Workers (Victorian Public Sector) (Single Interest Employers) Enterprise Agreement 2021-2025
Classification or Salary Range
HS2
Immunisation Risk Category
Immunisation Category C
Key Relationships
Internal

• Supporter Engagement Manager
• All Foundation and Peter Mac Staff
• Volunteers
• Service Providers

External

• Donors and supporters
• General public
• Service providers

Skills
Essential Requirements

• Demonstrated fundraising experience, with experience and proven success in donor development and stewardship to achieve targeted outcomes
• Experience in coordinating fundraising or relationship based programs
• Proven communication, collaboration and negotiation skills
• Ability to build new relationships which generate revenue
• Excellent written and communication skills, and an understanding of fundraising legislation
• Strong IT and computer skills, including extensive experience with CRMs (Raisers Edge preferred)
• Demonstrated time management and organisational skills
• Demonstrated ability to work productively both autonomously and as a member of a team
• Self-motivated and thorough
• Accountable and trustworthy

Desirable Requirements

• Experience in supporter communication and individual giving
• Experience of working with and coordinating volunteers
• An interest in cancer research and treatment

Key Accountabilities
Key Accountabilities Demonstrated by / Key Performance Indicators
1. Maximises Foundation revenue from mid-level value donors ranging across Direct Mail, Community Fundraising, Regular Monthly Givers, In-thanks, In-celebration and In-Memorial donors

• Achieves donor income and retention targets
• Proactively cultivates donors through personalised contact with the aim to maintain or upgrade their giving 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 and engagement targets
• Cash giving and retention levels of allocated donors and income streams achieve annual targets and operational KPIs

2. Implements and evaluates stewardship plans for assigned donors in-line with Foundation service levels standards

• Implements service level standards (SLS) in conjunction with Foundation key events and activities to achieve effective donor cultivation and development
• 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 personalised 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)
• Fundraisers' requests are negotiated in line with service level standards in a way that manages internal resources while retaining positive relationships with fundraisers
• Proactively solicits information, feedback and insights from supporters for continuous improvement and future strategy development.
• Information is recorded efficiently and accurately in the database.

3. Maintain accurate records and analysis of contacts in the database with donors, and other external relationships

• Provides regular reports to accurately measure donor engagement outcomes, such as giving levels, donor retention, upgrade and reactivation levels
• Reports regularly on mid-value donor stewardship and cultivation outcomes
• Reports regularly to Supporter Engagement Manager on the status and results of donors engagement and income outcomes across the mid-value program
• 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

Key Accountabilities (Contd..)
4. Actively participates in fundraising activities and events to enhance donor relationships

• When appropriate, engage donors with cross-program opportunities to secure additional support
• Provides thorough administrative support in a timely manner across all fundraising streams
• 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

5. Facilitates in-bound calls and acts as the first point of contact for enquiries from the general public and donors

• Can act as first point of contact for staff and supporters, both in person and by telephone
• Monitors the Foundation voicemail
• Effectively handles inbound phone calls and emails
• Accurate timekeeping across agreed working hours to ensure inbound communication channels are always manned and supporter satisfaction is high
• Responds to email enquiries and feedback appropriately while upholding the values of the Foundation
• 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

6. Develop and maintain positive working relationships

• Demonstrates effective communication with all stakeholders
• 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
• Assist the Supporter Engagement Manager to report on supporter engagement activities and brief internal staff

7. 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

For further information about this opportunity, click Apply to be redirected to the Peter Mac Careers page where you can review the position profile. Alternatively, please contact us for a confidential discussion.
Peter Mac requires its staff to be fully vaccinated against COVID-19. Please contact us if you would like to discuss this requirement.
WHY WORK FOR PETER MAC

• Peter Mac offer a range of benefits which support our people both personally and professionally.
• Our staff benefits include award winning facilities, professional development and events, a health and wellbeing program, flexible work practices and policies and financial benefits such as salary packaging.
• We encourage applications from Aboriginal and Torres Strait Islander people, all members of the LGBTQI community and people with a disability.