National Donor Care and Orphans Coordinator

Position Identification

Position Title: Donor and Orphans Care Co-Ordinator

Organisation: Islamic Relief South Africa

Location: Capetown, South Africa

Reports to: Head of Fund Development

Line Management Responsibilities: Donor Care Officers, Orphans Administrators

Islamic Relief

Islamic Relief South Africa (IRSA) is an independently registered NGO affiliated to Islamic Relief Worldwide (IRW), the world’s largest, independent Muslim humanitarian organisation. Islamic Relief’s mission is to help the poor and those in need regardless of race, colour, political affiliation, gender or belief to live sustainable, self-reliant lives within safe and caring communities.

Purpose of Department

To develop and implement strategies to increase the funding income of Islamic Relief through a range of fundraising initiatives and through acquisition and retention of donors, volunteers and supporters.

Purpose of Position

To implement and champion donor care initiatives and best practice within the organisation through donor communications, donations and data management within the agreed strategic framework.

Key Interfaces

• Work with Head of Fund Development to ensure that the work of the department is fulfilled effectively.
• The Donor and Orphans Care Co-Ordinator will be expected to develop and maintain effective working relationships with other departments across the organisation to ensure support in all aspects of donor care.
• Work collaboratively with key colleagues across the organisation on the delivery of specific department projects.

Scope and Authority:

Reporting to the Head of Fund Development, the postholder is responsible for leading, developing and delivering all areas of donor care services within the organisation. The job holder will consult with the Head of Fund Development and inform them before taking significant decisions which have a strategic impact on fundraising operations. The job holder is responsible for monitoring and applying internal control procedures within the context of donor care. Ensure ongoing compliance with statutory regulations, particularly the Popi Act and Section 18A regulations. The job holder will lead, manage and develop staff to ensure that the unit achieves its agreed targets.

Responsibility for Resources:

The role is responsible for the quality and integrity of data recorded on the relationship management database software system. Ensure all paper and electronic filing systems relating to all donations are kept to the highest standard for audit trail requirements.

Key Accountabilities

The job holder is accountable for fulfilling his or her roles and responsibilities in line with Islamic values and principles of fairness, humanity, honesty, respect and fair treatment of colleagues and staff. The following are the main responsibilities:

1. Co-ordinate donation processes for fundraising activities
   • Develop and maintain processes for high-quality data processing and management.
   • Oversee the integrity of donation processing to ensure high-quality data is available across the organisation at all times.
   • Act as the central point of contact for any issues or problems that may arise with processes and systems. Work closely with other departments to deliver systems improvements.
   • Co-ordinate income-processing operations, ensuring agreed financial processes and policies are followed, data captured, and funds safely and accurately claimed. Effectively manage risk.
   • Lead the organization in Section 18A processes and be the key point of contact for SARS and tax auditors.
   • Develop and review processes and database functionality relating to Section 18A.
   • Provide support and guidance on donation processing to the Fundraising and Accounts teams.
2. Lead on Donor/Supporter Relations
   • Lead on the development of the Donor Care strategy.
   • Oversee communications with donors and co-ordinate the handling of all donor-related complaints, investigating any issues and ensuring that enquiries are dealt with promptly.
   • Monitor and review all communications with donors and provide feedback to marketing to improve the donor experience.
   • Work collaboratively with teams across the organisation to ensure consistency.
   • Work proactively with key individuals across the organisation to identify opportunities that will increase donor value through excellent donor care.
   • Ensure donors receive timely reports and updates of a high standard.
   • Ensure the team has a broad understanding and knowledge of all donor-facing activity to provide excellent customer care to all donors and supporters.
3. Managing Donor data
   • Ensure the database is maintained in line with best practice, including data cleaning, deduplication and data enrichment.
   • Develop data cleaning guidelines, ensuring relevant staff adhere to these when amending data on the database.
   • Develop and implement effective processes to ensure all relevant donor information is recorded accurately.
   • Work closely with the Donor Care team to ensure effective use of the database.
   • Ensure that data is kept clean and work with external agencies to clean the data regularly when required.
4. Monitor Quality Assurance
   • Set, monitor and improve standards of data capturing across the organisation.
   • Co-ordinate the development and documentation of procedures which ensure accurate data capture, fulfilment and customer service delivery.
   • Review processes and procedures regularly, making improvements where necessary.
   • Responsible for ensuring best practice amongst data handlers.
   • Develop awareness of current legislation relating to SARS and Popi Act and implement as appropriate.

General Duties of Islamic Relief Staff Member

• Contribute to the effective and efficient running of Islamic Relief as appropriate.
• Participate, as appropriate, in Staff forums and Meetings.
• Adhere to Islamic Relief’s Policies and Procedures.
• Represent Islamic Relief to the wider community as appropriate.
• Treat all colleagues, volunteers and members of the public with dignity and adhere to Islamic Relief’s equal opportunities statement and policies.
• Ensure professionalism and credibility at all times.
• Any other tasks deemed appropriate by the manager within the scope of the role.

Educational Qualification/Skills:

• Tertiary qualification/s in a relevant & related discipline.
• Extensive organisational and administrative experience.
• Donor care or customer service experience.
• Proven experience managing multiple projects, meeting deadlines, and using judgment and initiative in problem resolution.

Skills & Knowledge Required

It is essential that the post holder shows a good understanding and empathy with the Islamic Values and principles as well as commitment to IRSA’s vision and mission.

Knowledge, Skills and Qualifications

• Educated to degree level or equivalent.
• Knowledge, understanding and experience of a relationship management database software system.
• Strong numeracy and analytical skills.
• Effective planning and organisation skills.
• Ability to strategise, plan, prioritise and delegate to ensure successful delivery of work and projects.
• Able to take responsibility for delivering against objectives and a willingness to take accountability for own actions.
• Well-developed interpersonal skills, with the ability to communicate effectively both verbally and in writing as well as build relationships with people of all backgrounds.
• Ability to remain calm under pressure and work to deadlines whilst responding to changing demands.
• Influencing, negotiating and motivational skills.
• Excellent project management skills.
• Good understanding of international development and humanitarian work.
• Good knowledge of ICT as well as understanding of communications systems and related issues.

Experience

• Experience of working in a customer care environment and handling a complex range of enquiries and/or issues.
• Previous experience of working within the humanitarian and development (third) sector is an advantage.
• An understanding of quality assurance systems and standards.
• Experience of promoting best practice principles within a team.
• Proven ability to work to a high standard and with an eye for detail, working under own initiative and overseeing multiple projects simultaneously.
• Experience of leading, motivating and developing a large team, encouraging colleagues to meet or exceed deadlines and standards.
• Experience of working effectively without close supervision dealing with problems as they arise.

Personal Qualities

• Ability to engage with people within a multicultural environment.
• Highly organised and excellent time management.
• Flexible and energetic approach to achieve the goals and targets that are set in a dynamic organisation.
• Strong team player.
• Willingness to work evenings and weekends, particularly during emergency campaigns.
• Able to exercise judgement and take decisions on unexpected problems.
• Has a positive demeanour and disposition, and able to overcome setbacks by motivating self and others.
• Has a learning attitude and a continuous improvement philosophy.

Closing date: COB 26 November 2024

Please forward a copy of the completed application form (available on the website), 1-page motivational letter and your CV along with a certified copy of your ID to before 26 November 2024.

Dearest applicant, kindly consider the following:

If the requirements of the application as above are not met, we will consider the application as incomplete and this will therefore not be accepted.

Please consider your application as unsuccessful if you are not contacted within a month after the closing date.

Over and above operational requirements Islamic Relief South Africa will take into account the country’s and organizational employment equity imperatives.

Job Type: Full-time

Application Deadline: 2024/11/26