About Our Organisation:

Youth Off The Streets is a not-for-profit youth organisation that provides safety, support and opportunities for young people to build a positive future. We offer crisis accommodation and housing services, alternative high school education, alcohol and other drugs counselling, youth justice support, life skills and employment programs, cultural support and community engagement, among other services. We focus on early interventions that empower young people and strengthen communities.

The Role:

The Supporter Care Coordinator plays a pivotal role in cultivating and nurturing relationships with YOTS’ esteemed donors. This position is integral to ensuring the seamless processing of contributions and delivering an exceptional experience.

Additionally, the Supporter Care Coordinator will provide campaign support to help the Individual Giving team achieve ambitious growth plans in 2025 and beyond. The role will support the acquisition of new financial supporters, assist with the development and implementation of innovative loyalty campaigns and processes, and support the delivery of a major external event.

Key Responsibilities:

Donor Management:

Annual Statements: Prepare and dispatch annual statements to our valued donors.

Banking Information: Provide banking details to comprehensive donors with precision.

Recurring Gifts Management: Oversee the initiation, cancellation, adjustment, and suspension of recurring gifts (RG) with meticulous attention to detail.

Donor Information Updates: Diligently update donor records, including addresses and payment information.

Certificates of Appreciation: Distribute Certificates of Appreciation to our dedicated supporters, recognising their invaluable contributions.

Mail Preferences: Adjust donor mail preferences, including marking records as deceased or Do Not Contact (DNC), with sensitivity.

Return to Senders: Process returned mail and update donor records accordingly, maintaining data integrity.

Card Details Update: Reach out to donors with incorrect card details to update their information, ensuring successful transactions.

Communication and Support:

Donor Relations Line: Professionally manage the donor relations phone line, addressing mail donation inquiries with courtesy and efficiency.

Donor Queries: Address donor inquiries via phone and mail with professionalism and a commitment to exceptional service.

Email Receipts: Promptly send email receipts to donors, ensuring timely acknowledgment of their generosity.

Returned Receipts Follow-Up: Contact donors whose receipts have been returned to resolve any issues.

Online Portal Invitations: Extend invitations to donors to join our exclusive online portal.

New Subscriber Engagement: Create profiles in the database and engage with new subscribers to foster lasting relationships.

Donation Processing:

Mail Donations: Process and manage mail donations with accuracy and timeliness.

Batch Exceptions: Proactively reach out to donors and send correspondence to those with failed recurring donation transactions.

Coding Donations: Code donations, ensuring accurate record-keeping.

Event and Campaign Support:

Event Materials Creation: Design and produce posters, flyers, and PowerPoint presentations for events, showcasing YOTS’ impact for children and young people.

Lipstick Lunch Event: Collaborate with the Senior Individual Giving manager to organise the Lipstick Lunch event, ensuring its success and alignment with YOTS’ mission.

Regular Giving and Appeals Support:

Drafting email copy for conversion, reactivation and upgrade initiatives

Creating visual assets for use across landing pages, email and social media

Building landing pages and emails in various platforms

Uploading audience lists onto social media

Live laser checking for appeals

Support with developing mail-house briefs and creative briefs as needed

Call listening for telemarketing campaigns

Selection Criteria, includes but is not limited to:

Essential:

Experience in a similar supporter experience environment, preferably in the not-for-profit space

Desirable:

Previous fundraising experience

Skills and knowledge:

Communication: Exceptional verbal and written communication skills, with the ability to convey information clearly and effectively.

Interpersonal Skills: Strong ability to build and maintain positive relationships with supporters and team members.

Organisational Skills: Superior organisational and multitasking abilities, ensuring efficient management of multiple tasks and deadlines.

Attention to Detail: Keen attention to detail, ensuring accuracy in all aspects of donor management and communication.

Technical Proficiency: Proficiency in customer relationship management systems and other relevant software.

Problem-Solving: Strong problem-solving skills, with the ability to address and resolve supporter issues promptly and effectively.

Confidentiality: Ability to handle sensitive information with the utmost confidentiality and discretion.

Team Collaboration: Ability to work collaboratively with various teams, including Finance and Events, to achieve organisational goals.

Innovative: This role demands a forward-thinking individual who can leverage innovation to propel growth.

What we can offer you:

A supportive team environment

Career progression and development pathways

EAP for yourself and your family

Salary packaging up to $15,900

Rewards and benefits program

To Apply

Please ensure you enclose a copy of your resume with your contact details and cover letter addressing the selection criteria (2 pages maximum):

At Youth Off The Streets, diversity, equity and inclusion are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our people. It fuels our innovation and connects us closer to our customers and the communities we serve.

Youth off The Streets is an EEO Employer and a child safe organisation. YOTS is committed to providing a safe environment where all children and young people are treated with respect and are protected from harm. We have zero tolerance for child abuse.

This is a rare opportunity to join a passionate and high profile not for profit organisation that values the current youth of today and the youth of tomorrow.

The successful candidate will be requested to submit applications for a NSW Working With Children Check and Police Check. You will also be required to have a valid Australian Drivers Licence and unrestricted Australian working rights.

We encourage people who identify as Aboriginal or Torres Strait Islander to apply for this position.