The Donor Relations Coordinator plays a key role in strengthening relationships with donors and supporters, ensuring they feel valued, informed and connected to the impact of their giving. This role supports the delivery of a thoughtful donor stewardship program, timely donor communications, accurate database management and a positive donor experience across all giving levels.

Working closely with the Philanthropy and Communications team, the Donor Relations Coordinator will help nurture long-term supporter relationships, improve donor retention and support fundraising growth through personalised engagement, efficient administration and high-quality communication.

Essential Education Qualifications/Competencies: 

• Experience in fundraising, donor relations, customer service, communications, marketing, administration or a related field.
• Excellent written and verbal communication skills, with the ability to create warm, clear and professional donor communications.
• Strong relationship-building skills and a genuine commitment to delivering a positive supporter experience.
• High attention to detail, accuracy and follow-through, particularly when working with donor records, correspondence and financial information.
• Strong organisational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Confidence using databases, Salesforce, Microsoft Office and digital communication tools.
• Discretion, professionalism and sound judgement when handling confidential donor and organisational information.
• A collaborative, flexible and service-oriented approach.
• Current Victorian driver’s licence, good driving record and willingness to use own vehicle in line with EPC Process Map 1761 – Motor Vehicle Use Of.

Desirable Qualifications/Competencies:

• Experience working in a not-for-profit, health, community services or fundraising environment.
• Experience with donor management or CRM systems, Salesforce.
• Understanding of donor stewardship, regular giving, appeals, bequests, grants or community fundraising.
• Experience supporting events, mailings, campaign administration or stakeholder engagement.

Key Results Areas:

1. Demonstrates a commitment to quality, safety and risk management
2. Donor stewardship and engagement
3. Donor communications
4. Database, administration and reporting
5. Utilise culturally appropriate communication and strategies
6. Fundraising and team support

Key Result Area 1: Demonstrates a commitment to quality, safety and risk management

1. Takes responsibility for own health and safety and that of others who may be affected by workplace conduct. 
2. Ensure all incidents including near misses are reported as soon as practicable in Helpmaster.  
3. Actively participate in meetings to discuss risk management and other health and safety initiatives and completes all mandatory training and competencies. 
4. Engage and foster evidence based best practice and continuous quality improvement processes, including but not limited to value based healthcare.

Key Result Area 2: Donor stewardship and engagement

1. Support the development and delivery of donor stewardship plans that build loyalty, trust and long-term engagement.
2. Coordinate personalised thank-you activity, including phone calls, emails, letters, handwritten notes and donor recognition touchpoints.
3. Assist with donor cultivation and stewardship activities, including donor meetings, site visits, events and impact updates.
4. Respond to donor enquiries in a warm, professional and timely manner.
5. Help identify opportunities to deepen relationships with regular givers, mid-level donors, community supporters, corporate partners and other key supporter groups.
6. Create and manage a pipeline of donors from identification and research, engagement, proposal development, solicitation and stewardship.

Key Result Area 3: Donor communications

1. Prepare and coordinate donor correspondence, including newsletters, thank-you letters, renewal communications, campaign updates, impact stories and stewardship reports.
2. Work with the Philanthropy and Communications team to create donor-focused content that is accurate, engaging and aligned with organisational messaging.
3. Assist with segmentation and personalisation of donor communications to improve relevance and response.
4. Support regular giving, appeals, bequests, grants and community fundraising communications as required.

Key Result Area 4: Database, administration and reporting

1. Maintain accurate and up-to-date donor records, including contact details, giving history, communication preferences, interactions and follow-up actions.
2. Process donations, pledges and recurring gifts accurately, ensuring timely receipting and acknowledgements.
3. Support donor data quality, reporting and analysis to inform fundraising decisions and measure donor engagement.
4. Prepare donor lists, mailing files, reports and briefing notes as required.
5. Maintain confidentiality and handle donor information in line with privacy, fundraising and organisational requirements.

Key Result Area 5: Utilise culturally appropriate communication and strategies

1. Demonstrates a positive regard for all cultures.
2. Responds to others in a non-judgmental and non-evaluating manner.
3. Demonstrates the ability to adapt clinical interventions to meet specific cultural needs as appropriate.

Key Result Area 6: Fundraising and team support

1. Work to achieve annual philanthropic revenue targets.
2. Assist with the coordination of fundraising campaigns, donor appeals, events and community engagement activities.
3. Support meeting preparation, donor briefings, follow-up actions and administrative tasks for donor engagement.
4. Collaborate with staff and volunteers to gather stories, updates and information that demonstrate impact.
5. Contribute to continuous improvement of donor processes, templates, reporting and stewardship systems.
6. Provide general administrative support to the Philanthropy and Communications team as required.