Job Title: Donor Relations Officer

Reports to: Manager of Annual Giving & Donor Relations

Department: Development

Job Level: Operation Support

CORE PURPOSE AND MISSION STATEMENT

The Core Purpose of the Ottawa Mission is to reflect Jesus’ love in serving the homeless, the hungry, and the lost. Our Mission is to by provide food, shelter, clothing and skills, and offer healing, faith and hope for building a wholesome life.

VISION & VALUES

Our Vision: All the hurt, hungry and lost in Ottawa find HOPE, HEALING, HOME

MAJOR RESPONSIBILITIES

Reporting to the Manager of Annual Giving & Donor Relations, the Donor Relations Officer plays a key role in supporting The Ottawa Mission’s mandate by providing donor fulfillment and other administrative services to support fundraising activities. As a member of the Donor Relations team, you will be a first-point of contact for Mission donors and supporters, providing excellent customer service by phone, email and mail. You will be responsible for all aspects of gift fulfillment, including intake, processing, database management and receipting/acknowledgement. You also carry out donor cultivation activities to enhance the donor experience and foster long-term engagement.

Administrative Support

– Answers and directs incoming calls during office hours: 8 a.m. – 4 p.m.

– Responds to general requests and inquiries from the public

– Maintains filing system, records, databases, ensuring security of confidential materials

– Receives, tracks and stores the office supplies ensuring that basic supplies are always available

– Coordinates maintenance of office equipment (i.e. Photocopier, folding machine, etc.)

– Processes, prioritizes and redirects incoming mail

– Provides administrative support ensuring effective and efficient office operations

Database and Fundraising Support

– Maintains the integrity of the Raiser’s Edge database, including creating and updating constituent information, data entries, reporting, queries and data clean up

– Sorts and opens incoming mail, and prepares/processes outgoing mail

– Processes donations received by mail, phone, online and other methods, in accordance with CRA regulations and in accordance with industry standards and best practices

– Ensures gift acknowledgement correspondence is sent out within 48 hours of receipt (this includes charitable receipts, thank you letters, acknowledgment letters, etc.)

– Triages processing and acknowledgement of “special gifts” as determined by gift amount, gift type, gift designation, or other criteria as established by the Manager

– Oversees donor cultivation, ensuring thank you calls are made regularly to new donors, top donors, monthly donors, lapsed donors, etc.

– Prepares written correspondence to serve and improve overall donor relations and donor fulfilment, including monthly donor correspondence, acknowledgement letters, business receipts, pledge reminders and other donor fulfilment correspondence

– Responds to donor requests and complaints in a timely manner (within 48 hours)

– Coordinates and track all donor complaints and report to the Manager on a regular basis. Ensures that all complaints and requests that require urgent attention from donors are brought to the attention of the Manager

– Trains and assigns duties to temporary staff and volunteers in consultation with the Manager

– Contributes to the annual donor relations plan to provide high-quality interactions with donors to retain and foster long-term engagement

– Responsible for service delivery/fulfillment of the annual donor relations plan

Public Relations Support

– Assist with special functions and dinners as required

OTHER REQUIREMENTS

Education:

– High School Diploma

– College Diploma in Business Administration, Human Resources Administration or Office Management considered an asset

Experience:

– 3-5 years of experience in an office setting with progressively increasing responsibilities

Qualifications:

– Effective communication skills with individuals at all levels of the organization

– Experience writing correspondence as well as drafting and editing reports

– Excellent communication skills, including public speaking (small groups)

– Demonstrated ability to work in a confidential capacity

– Strong customer service focus

– Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Access)

– Good organizational, time management and prioritizing skills

– Ability to interpret and implement company policies and procedures

– High attention to detail in all areas of work

– Ability of work a flexible schedule (Occasional Evenings and Weekends)

– Highs level of personal integrity