Trinity Hospice is a registered charity providing excellence in palliative care across

Blackpool, Fylde and Wyre

www.trinityhospice.co.uk Registered Charity 511009

Low Moor Road, Bispham, Blackpool, FY2 0BG

Supporter Care Co-ordinator

Recruitment Information Pack August 2018

Contents

Welcome Page 3 Job Description Page 4 Personal Specification Page 7

Team Structure Page 8

Terms and Conditions Page 9 About Trinity Page 10

Welcome

Dear Candidate, Thank you for your interest in our current vacancy for a Supporter Care Co-ordinator to join the fundraising team at Trinity Hospice and Brian House Children’s Hospice. We are seeking a talented individual with proven customer service experience, strong communication skills and the ability to build and develop relationships with supporters, colleagues and volunteers. Working across the team you will help provide and enhance the very best donor care to all those who support our work, whilst helping to develop our individual giving fundraising channels which enable us to offer the very best possible palliative care for the community of Blackpool, Fylde and Wyre. Since opening our doors on 3rd June 1985, our team of dedicated staff and volunteers have delivered high quality care to local adults and children living with a life limiting illness. Trinity Hospice, including our dedicated children’s hospice, Brian House, is a registered charity. Our family of services cost over £7million a year to run and we need to raise £5million a year from our fundraising and retail activities. As the Supporter Care Co-ordinator you will work as part of the Fundraising Team to provide excellent donor care and administration to all individuals supporting Trinity Hospice and Brian House Children’s Hospice. The role will have a particular focus on our individual giving channels, which include in-memory fundraising, regular giving, legacy gifts and our weekly lottery. The successful candidate will also work closely with the database team, Head of Fundraising and Marketing Manager, as well as the wider fundraising team to support in the research, development, promotion and delivery of income generation activities. I hope you find this application pack useful in helping you decide whether you are the right person for this role. If you are interested in this rare fundraising opportunity on the Fylde Coast and believe you have the skills, experience and qualities we are seeking, I look forward to receiving your application which will be given careful consideration. Application forms can be downloaded from the Trinity Hospice website www.trinityhospcie.co.uk Should you wish to discuss the role and your application further please feel free to call myself or Vicki Costigan on 01253 359362, alternatively email on linzi.warburton@trinityhospice.co.uk or vicki.costigan@trinityhospice.co.uk. Yours sincerely

Linzi Warburton Head of Fundraising

Job Title: Fundraising Supporter Care Co-ordinator

Hours: Full time (37 hours per week)

Salary: £18,375 - £19,290

Accountable To: Head of Fundraising

Overall Purpose: Working as part of the Fundraising Team to provide excellent donor care and administration to all individuals supporting Trinity Hospice and Brian House Children’s Hospice, with a particular focus on our individual giving channels, including in-memory fundraising, regular giving, legacy gifts and our weekly lottery. Working closely with the database team, Head of Fundraising, Marketing Manager and the wider fundraising team to provide efficient project support in the research, development, promotion and delivery of income generation activities.

Working alongside: The post holder will work closely with:

Database & Information Management Team Communications, Marketing and Digital Team

Wider fundraising team members, including events, community and corporate Finance and volunteering departments Hospice staff and care teams Hospice and fundraising volunteers Trinity and Brian House supporters, including recently bereaved families Hospice network groups to share knowledge and best practice

Main Duties and Responsibilities:

1. To provide excellent donor care to all Trinity Hospice and Brian House Children’s Hospice supporters, leading the donor care of those supporting individual giving channels. (60%)

1.1. Act as the first point of contact for all hospice donors wanting to support the hospice in memory and celebration of a loved one, through regular giving or a gift in a Will.

1.2. Meet regularly with hospice supporters, relatives (some of whom will be bereaved) and patients within the hospice and externally to discuss our individual giving opportunities.

1.3. Work with the Database & Information Management Team to identify new in-memoriam gifts, ensuring appropriate welcome is given to all new donors and excellent stewardship is provided through all communications.

1.4. Provide excellent customer service at all times, ensuring all enquires are dealt with promptly and professionally.

1.5. Managing the thanking and acknowledgement of in memory donations, regular gifts and legacy administration, ensuring all donations are thanked promptly and effectively (with consistent, updated messaging as agreed with the Communications and Marketing team)

1.6. Maintain accurate and up-to-date records of Memory Tree donors, ensuring all donations are acknowledged, leaves are displayed in a timely manner and appropriate renewal letters are sent.

Job Description

FUNDRAISING SUPPORTER CARE CO-ORDINATOR

August 2018

1.7. Manage all online fundraising pages and in memory tribute funds, providing excellent donor stewardship, recognising and developing opportunities for further support and engagement.

1.8. Manage the administration and delivery of ‘Elephant in the Room’. 1.9. Establish and manage relationships with funeral directors and solicitors to support

income from in memory gifts and gifts in Wills. 1.10. Work alongside the Lottery Administrator to respond to lottery enquiries and liaising

with external agencies and canvassers. 1.11. Work with colleagues within the Finance Department in relation to legacy

notifications, administration and income tracking. 1.12. Working with the wider team to develop and implement a range of supporter

journeys for new and existing donors, supporting the hospice in a number of different ways.

1.13. Follow GDPR regulations ensuring we are only contacting supporters in line with what they have agreed and consented to. This includes keeping donor records up-to-date with donors’ latest communication choices.

1.14. Provide ad hoc administrative support to the Head of Fundraising and department managers - arranging meetings, booking rooms and other ad hoc duties when required

2. To provide effective project support to the Marketing Manager and wider

Fundraising Team to support the delivery of the team’s business objectives and achievement of financial targets. (40%)

2.1. Work with the Head of Fundraising and Communications & Marketing Team to identify, develop and implement plans for maximising income through all aspects of In-Memoriam Giving, including:

Donations Memory Tree Tribute funds ‘Elephant in the Room’ Funeral Directors

2.2. Contribute to the development and implementation of a legacy strategy, utilising all forms of promotional tools to deliver the message and raising the awareness both internally and externally about the important role legacy gifts play in delivering patient care

2.3. Work with the Marketing Manager to develop new marketing opportunities to promote, increase and recruit new memberships to the Hospice’s weekly lottery, including the promotion of additional numbers for existing players.

2.4. Support the use and development of Trinity’s online platforms, including the hospice’s website and social media pages.

2.5. Where required provide support and cover for non-individual giving channels with the support and stewardship of donors, development of promotional plans and delivery of events and activities.

3. Other

3.1. Provide excellent customer service to all supporters, volunteers and staff at all times. 3.2. Proactively track and research new trends and channels within the hospice

fundraising environment and the charity sector as a whole. 3.3. Fully comply with health and safety requirements, including undertaking any

necessary risk assessments. 3.4. Ensure that all fundraising activities fully comply with national and local law,

Fundraising Standards Board Regulations and the Fundraising Code of Practice. 3.5. Represent the charity publicly when required, including involvement in appropriate

business and community groups and networking opportunities. 3.6. Support fundraising events as necessary, including some evening and weekend hours

This job description is not exhaustive and is subject to review in conjunction with the

post holder and according to future changes/developments in the service.

Measures of Performance

Achievement of administration responsibilities Delivery of effective customer service support Project management and support Achievement of PDR goals Seeking and implementing areas of best practice from external organisations Strong working relationships with colleagues and volunteers across the organisation

Exhibiting Trinity’s Values and ways of working Key Competencies

Administration Communication Customer service Supporting project development Special Conditions

Full driving licence with full time access to your own car and appropriate business insurance Regular travel within the local geographical region of Blackpool, Fylde and Wyre. Mileage paid

monthly

CRITERIA E D ASSESSMENT

Qualifications

1. Good standard of education to GCSE English Language and Maths Grade C or above.

Certificate/ Application form

Experience

1. Experience of working in a customer services focused environment

Application form/ Interview

2. Experience of using a database for data input and manipulation

Excellent experience of

supporter

databases, including

inputting and

manipulating data

Application form

3. Experience of researching, delivering and promoting events and fundraising activities

Application form /Interview

Personal Attributes & Behaviours

1. Have a high regard for the work of hospices and a commitment to their ethos

Application form and interview

2. A strong team player with the enthusiasm and energy to act proactively and demonstrate initiative

Application form and interview

3. Passion and enthusiasm which inspires others to support your own campaigns and the cause

Interview

4. Have a flexible approach to working hours and be available in the evenings and at weekends occasionally when required

Interview

5. Show ongoing commitment to your own personal development

Application form and interview

Knowledge, Skills and Abilities

1. Confident telephone manor, dealing with varying enquiries

Application form and interview/test

2. Excellent IT skills

Application form and interview/test

3. Excellent written and oral communication skills, including the ability to communicate with a variety of audiences

Application form and interview

4. Full driving licence and access to own vehicle with business insurance

Application form and interview

Personal Specification

FUNDRAISING SUPPORTER CARE CO-ORDINATOR

August 2018

Fundraising Department Structure

Fundraising Income Channels

2018-19 2019-20 Annual Growth

Legacy £1,541,550 £1,603,212 4%

Individual £561,600 £606,528 8%

Community £521,640 £573,804 8%

Events £363,580 £385,395 6%

Corporate £286,200 £303,372 6%

Lottery £384,519 £442,196 15%

Grants £154,500 £159,135 2%

TOTAL £3,813,589 £4,073,643 6%

Head of Fundraising

Senior Fundraiser (Corporate)

Community Fundraising

Team Leader

Events Fundraiser

Database & Information

Management Team Leader

External Communication

Manager

Marketing Manager

Digital Fundraiser

Fundraising Assistant

Database Administrator

(Part-time)

Lottery Administrator

(Part-time)

Events Assistant

Community & Corporate

Fundraising Assistant

Supporter Care

Co-ordinator

Terms & Conditions These terms and conditions of employment are a brief outline of the contract.

Job Title Supporter Care Co-ordinator

Salary £18,375 - £19,290 per annum

Annual Leave 38 days inclusive of Bank Holidays

Hours of Duty 37 hours per week with some evenings & weekends required

Sick leave entitlement

Period of Continuous Service Months at Full Pay

Months at Half Pay

Less than 4 months 1 NIL

Over 4 months and up to 12 months 1 2

During second year 2 2

During third year 4 4

During fourth and fifth year 5 5

After 5 years 6 6

Probationary Period Twelve months

Appointment Subject to satisfactory medical examination, references, enhanced DBS, copy of qualifications where relevant and proof of eligibility to work in the U.K.

Benefits - Free onsite parking - Subsidised onsite canteen - Generous annual leave entitlement - Purchase through salary sacrifice scheme - Childcare vouchers - Access to training and development

opportunities

Pension Scheme NHS Superannuation Scheme where applicable, Group Personal Pension Scheme

Application Closing Date Sunday 7th October 2018

Interview Date w/c 15th October 2018

Our Values Our values underpin not just what we do, but how we do it! In every part of Trinity our Values speak volumes about the services we provide to patients and their families and about our relationships with supporters, suppliers, members of the public and each other. We are always: Caring Adaptable Responsible Excellent Socially engaged Caring

We always o Provide care with skill and compassion that is person and family centred. o Truly listen in order to provide appropriate, warm-hearted and honest support. o Place ‘caring for patients and those important to them’ at the heart of our actions. o Respect and value individual differences.

o Support colleagues and volunteers at all times. o Share our knowledge and expertise with others

Adaptable We always o Respond positively and flexibly to challenges.

o Strive to ensure all we do is of high quality and compliant in accordance with changing regulations. o Work across sectors (voluntary, public, and private) to maximise our impact.

o Develop effective collaborations based on mutual respect and trust.

Responsible We always o Clearly communicate expectations so that everyone knows what is required of them.

o Demonstrate a ‘can do’ attitude and are accountable for our individual actions. o Investigate complaints carefully and honestly to ensure continuous improvement.

o Share compliments and celebrate successes to learn from good practice. o Ensure effective teaching and provide exceptional learning opportunities around end of life care.

o Maximise our impact by effective team working

Excellent We always o Develop and apply our professional expertise in palliative care.

o Encourage others to share ideas and learning. o Aspire to provide exceptional professional performance in all roles.

o Promote learning and development for all

o Recruit competent individuals who share Trinity’s values. o Strive for improvement every day - as everyone makes a difference.

o Challenge assumptions and strive for cutting edge solutions. o Add new knowledge through high quality audit and research.

Socially Engaged We always o Work with our community to achieve high quality care at the end of life, for all who need it.

o Provide meaningful and satisfying employment and volunteering opportunities.

o Fund services through ethical and transparent fundraising. o Share Trinity’s expertise to benefit the wider hospice and Palliative Care community.

o Speak up for vulnerable individuals, or disadvantaged groups, who need palliative care. o Endeavour to be environmentally and financially sustainable to benefit future generations.

o Use resources well, to maximise our shared compassionate cause.

In other words: Trinity CARES “Enabling Compassionate Care on the Journey to End of Life”

Further Information Further information about the hospice, our services, along with our fundraising activities is available on our website www.trinityhospice.co.uk as well as our social media pages on Facebook and Twitter.