Internal / External Vacancy Notice PSP Individual Giving Assistant CANTO/PSP/VN/009
Location: PSP Toronto
Title: PSP Individual Giving Assistant (Equivalent to Donor Relations and Data Coordinator)
Application deadline: 25 October 2023
Type of contract: Fixed-Term Appointment Category/Grade: Temporary Appointment, G4
Duration: 01 November – 31 December 2023 (with possibility of extension) Expected start date: November 2023
Workday Reference: JR2325971

1. General Background
The United Nations Refugee Agency (UNHCR) is the world’s leading not-for-profit organization in helping and protecting the millions of people forced to flee their homes because of violence, conflict, and persecution. We deliver life-saving assistance, including shelter, food and water while also safeguarding fundamental human rights, safety, and dignity.
Our Canadian office is part of a global network that works in 137 countries, protecting over 80 million people. We were founded in 1950 as part of the United Nations effort to help people displaced by World War II. Since then, we have been on the ground helping over 89.3 million people forced to leave their homes and have even received two Nobel Prizes for our work.
We are passionate about the people we help—and the amazing team of people who work for us. We thrive on excellence, integrity, and respect for diversity. Our culture is dynamic, results-oriented and focused on change, ready to tackle the latest global humanitarian crisis. You will be part of a newly growing team that—due to a significant revitalization process—is set for transformational growth. We need someone who is not only ready to jump in at the start of this journey, but has the skills, energy and creativity to help shape what comes next.

2. Purpose and Scope of Assignment
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.
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 UNHCR’s 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 (Raiser’s 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.

3. Duties
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 UNHCR’s 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 – welcome and monthly donor programs), processing of inbound and outgoing mail.
• Perform other duties as required.

4.Qualifications and Experience
a. Education
Years of Experience / Degree Level
For G4 – 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher

b. Other Qualifications
Certificates and/or Licenses
Public Administration, Business Administration, Economics,
Marketing, or other relevant field.

c. Eligibility:
Applicants must be eligible to work in Canada when applying. To be eligible to work in Canada, applicants must have one of the following legal statuses: Canadian citizen or a (valid) Permanent Resident of Canada or authorized in writing to work in Canada under the federal Immigration Act (valid work permit).

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
FR-PSFR Direct Marketing and Direct Response Fundraising
FR-Experience in Private Sector Fundraising
FR-Fundraising-face to face, digital, emergency, DRTV, etc.
FR-e-Fundraising
FR-Online communications, web-based marketing and fundraising contents
FR-Fundraising approach skills (Face2Face/Sales Prog Outsourced-Sales workforce/Door2Door)
CO-Cross-cultural communication
SO-Negotiation skills
MS-Analysis
MS-Drafting, Documentation, Data Presentation
IT-Computer Literacy

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.

Competency Requirements
Core Competencies
Accountability
Communication
Organizational Awareness
Teamwork & Collaboration
Commitment to Continuous Learning
Client & Result Orientation

Managerial Competencies
Not applicable.

Cross-Functional Competencies
Planning and Organizing
Political Awareness
Analytical Thinking

5. Remuneration:
A competitive compensation and benefits package is offered. For information on UN salaries, allowances and benefits, please visit the portal of the International Civil Service Commission at: http://icsc.un.org
To apply for this position, please visit UNHCR career webpage:
https://unhcr.wd3.myworkdayjobs.com/External/job/Toronto-Canada/PSP-Individual-Giving-Assistant_JR2325971
For any HR related inquiries, please send an email to cant1adm@unhcr.org indicating the vacancy notice number and related title in the subject line.

Application should be received through Workday to be reviewed.
Please note that only short-listed candidates will be contacted for interview.

WE REGRET WE DO NOT ACCEPT ANY PHONE CALLS
The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce.
Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity. UNHCR does not charge a fee at any stage of its recruitment process (application, interview, meeting, travelling, processing or training.
We welcome applications from candidates with a refugee or stateless background.