Kids Under Cover Position Description

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1 Position: Department: Salary Range: Time Fraction: Reports To: Staff Responsibility: Position Tenure: Supporter Services Coordinator Marketing & Fundraising $40,000-$50,000 Package Equivalent Full Time Supporter Service Team Leader This position has no staff directly reporting to it. Permanent Date of Review: 20/07/2014 Role Summary Work in a fast paced, transactional area supporting those who support Kids Under Cover. Our small Supporter Service team supports fundraising activities through comprehensive, effective, and efficient data administration including financial donation processing, recording supporter details, booking in car donation collection, reporting results, and validating data. To provide a high standard of customer care to the Kids Under Cover donors by responding to written, , web and telephone enquiries swiftly and efficiently. A blended role of customer service and administration, the successful candidate will work in a team oriented working environment in which everyone is working towards a common cause. You will act as the first point of contact for members of the public. If you like working in a dynamic team environment, providing high level customers service, and have a keen attention to detail, this could be the role for you. You are an enthusiastic individual with practical experience in a phone-based role, data entry, database administration or accounts processing (preferably gained in a non-profit fundraising environment). You possess an exceptional customer service ethic and excellent communication skills across all mediums. Computer literacy, in Excel and CRM databases (preferably ThankQ), high attention to detail and a drive for quality are essential. You must be a professional with the highest trustworthiness and integrity, an energetic and motivated team player with a positive attitude. You are also passionate about fundraising and committed to preventing youth homelessness in Australia. 21/07/14 COMMERCIAL-IN-CONFIDENCE 1 of 5

2 Key Responsibility Areas (KRA) The Supporter Services Team Leader works with a broad range of both internal and external stakeholders. The key responsibilities and duties of the role are: KRA Weight Performance Metrics 1. Supporter Communications To deal with written, , web and telephone enquiries and to send out literature as appropriate. Ensure that positive communication and engagement is established with supporters, to enable the development and maintenance of effective relationships where possible. Responsible for retaining supporters throughout the donor lifecycle via inbound/outbound channels, including facilitating the Donate Your Car process, upgrading financial contributions, gaining new referrals and proactively ensuring service satisfaction of supporters. Act as the point of contact/ escalation for stakeholders in regards to communication, queries, complaints and inter-departmental communication. Assist in the facilitation and championing of change within Supporter Services area. 2. Database management To process and thank appropriately all incoming donations from, individuals, corporate partners, fundraisers, trusts & foundations Ensure that data capture around donation processing and supporters is completed in a timely, accurate and efficient manner. Enter individual donor data into the CRM database according to agreed business rules, and keep records up to date, along with all members of the Supporter Services Team. To work closely with the Marketing & Fundraising team members to ensure data on the supporter database is accurate and up to date. To input accurately new supporter data and amend existing records as notified. To apply and add specific codes to track each source of fundraising income To participate in database quality control and clean-up Provide regular, accurate and timely reporting to the Supporter Services Team 45% Achieve Supporter servicing retention targets; ensuring all work is undertaken to within agreed SLA s and KPI s Receipting, invoicing, with timeliness and accuracy. Ensure all external communications, queries and complaints receive an appropriate and timely response within 24 hours of receipt by the Supporter Services Team. 45% Accuracy of data input Accuracy and timeliness of reporting Ensure that data capture around donation processing and supporter contacts are completed in a timely, accurate and efficient manner To maintain the written procedures for data entry, in accordance with agreed guidelines. 21/07/14 COMMERCIAL-IN-CONFIDENCE 2 of 5

3 Leader. 3. Compliance and Policy Management To maintain the records for the departmental workflow, in accordance with agreed guidelines and to agreed standards Comply with all policies and delegations applicable to the activities and decisions required in this role. To work in line with the required Supporter Experience and Brand at all times concerning communications with supporters, the public, and colleagues. Ensure that all policy and procedure rules are clearly documented and updated as regularly required. To ensure that supporter data is processed and secured so that it is compliant with the Privacy and security legislation and requirements e.g. PCI DSS, National Privacy Principles, SPAM etc. 10% No significant compliance issues All compliance breaches dealt with openly, efficiently and efficiently Brand alignment of all communications Experience At least 12 months experience in an inbound/outbound phone-based customer service position (highly desirable in a not for profit environment) Knowledge and experience with all aspects of Database Management Comprehensive level of computer literacy with high level of proficiency in the use of Microsoft Office. Demonstrated experience with mail merging and excel LOOKUP. Excellent keyboard skills Capabilities Service orientation - Passionate about delivery and supporter service, both internal and external. Relationship - Ability to liaise with different types of personalities and empathise and communicate sensitively in confrontational and challenging situations Good communication skills written communication skills focusing on accuracy and detail. Good interpersonal and verbal communication skills Database literacy ability to manage, report, structure and process engineer Time management - Ability to work under pressure and to tight deadlines while maintaining strong attention to detail 21/07/14 COMMERCIAL-IN-CONFIDENCE 3 of 5

4 Critical thinking Understand and consider context, timeframe and alternatives when performing tasks, managing relationships with other people and being self-aware, Gathers data to diagnose a problem, Makes evidence-based decisions Drive Results - Takes responsibility for achieving results and maintains effective work behaviours under pressure, Applies knowledge and skills to achieve results, Operates objectively and calmly to achieve outcomes, Pursues goals with tenacity Evaluate and Improve - Evaluates processes or programs to drive continuous improvement, Addresses current opportunities or challenges to improve efficiency and effectiveness, Monitors own performance to meet expectations, Evaluates processes to identify continuous improvement opportunities Kids Under Cover Behavioural Competencies TBA these are currently in development About Kids Under Cover Kids Under Cover is a not for profit organisation that works to prevent homelessness among young people by offering opportunities that bring positive change to their lives. Kids Under Cover takes a unique and innovative approach to youth homelessness. By building homes complementing with scholarships and mentors to homeless and at-risk young people, we are able to keep families together and keep young people engaged in education and with their community. Kids Under Cover s approach is built on the belief that homelessness is the result of a cycle of events in a young person s life, such as the breakdown of family relationships, mental illness, domestic violence, overcrowding and drug and alcohol abuse, that leaves them isolated from mainstream society. By acting early to identify and address the issues that can lead to homelessness, we have found that we can mitigate the detrimental effect of the problem and offer the support required to bring positive change to the lives of young people. This approach reduces the cost to government and society that invariably results from entering the cycle of homelessness. Employees are passionate about making a difference to the lives of homeless and at-risk young people and are encouraged to contribute to the whole organisation - not just to their own roles. Capabilities Framework Defines our collective abilities, capacity and skill that Kids Under Cover needs to develop and maintain to deliver on our Vision and Mission. 1. Tenacity We direct our passion in a practical way for the benefit of at-risk young people and place their rights at the centre of everything we do. 2. Critical Thinking We challenge our decisions and solve problems through research, 21/07/14 COMMERCIAL-IN-CONFIDENCE 4 of 5

5 reflection, analysis and rigorous evaluation. 3. Partnering We are highly skilled at creating unity and building enduring partnerships. 4. Resilience We anticipate key events from emerging trends, constantly adapt to change, and rapidly bounce back from setbacks. 5. Outcome Focus We are proactive and accountable for achieving positive and sustainable impact. 6. Efficiencies We are resourceful and operate with effective and efficient systems by using our resources in the most straightforward and productive way. 7. Innovation We drive innovation and inspire people with our integrity, focus and Mission. 8. Knowledge Management We cultivate an environment of continuous improvement through capturing, developing, sharing, and effectively using knowledge. 9. Communication We are skilled at creating an engaged community who feel connected and understand what we do and stand for. 10. Diversification We reduce risk and maximise capability by ensuring diversity of people, income and thinking. Other Relevant Information Kids Under Cover is a totally smoke free workplace The position is subject to the terms set out in the Kids Under Cover Human Resources Policy, Staff Code of Ethics, and any future addition or variations to them. Kids Under Cover requires a satisfactory police check to be carried out and some positions may require a satisfactory Working With Children Check Kids Under Cover has a commitment to OH&S. Thus it is a condition of employment that staff comply with all health and safety related policy and procedures and take part in activities designed to improve the health and safety of the workplace. Staff are expected to take part in any training or courses relevant to their area of work as may be deemed appropriate. Some on-call and out of hours work may be required. Some attendance at other sites may be required. AUTHORISATION I have read, understood and accepted this position description as the basis of this role Employee Manager Kids Under Cover reserves the right to review and amend this document at its discretion 21/07/14 COMMERCIAL-IN-CONFIDENCE 5 of 5

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