August 2013

Dear Applicant,

Supporter Care Officer– CoreHub

Thank you for your interest in the above post. Please find enclosed:

  • Terms and Conditions of the post
  • The job description and person specification for the post
  • Personal Details Form for Applicants
  • Equal Opportunities form

Please send yourCV and Supporting Statement(of no more than 500 words), stating which specific role you are applying formarked for my attention no later than 9am on Monday 9 September 2013.Please note interviews have been provisionally scheduled forMonday 16 August.

You do not need to provide your date of birth on your CV or the years you went to school or any other training establishment.

Please return your application by email only to in Microsoft Word format.

Please ensure that you have also completed and sent to us Personal Details and Equal Opportunities Forms. You can do so by returning this entire Job Pack with two forms completed electronically, you will find them at the end of this document.

If you are a current member of staff or our volunteer please note that you are required to notify your line manager and obtain a letter of recommendation supporting you in applying for this post. Please submit the letter together with your application.

Thank you for your interest in Place2Be and we look forward to receiving your completed application.

With best wishes,

Alex Wilkinson

Lead Recruiter

Supporter Care Officer – CoreHub
Terms and Conditions

Below is a general outline of the Terms and Conditions for this post. Full terms and conditions would be included following any offer of employment.

Type of Appointment

Permanent, Full-Time

Location

Place2Be Core Hub, 13-14 Angel Gate, 326 City road, Islington, EC1V 2PT

Probationary Period

6 months’ probationary period with a formal appraisal in the sixth month.

Salary

£23,000per annum.

.

Hours of Work

5 days (36 Hours) per week.Working days areMonday to Friday.

Annual Leave

A full time equivalent allowance is 25 days per annum plus bank holidays. The pro-rated allowance will be calculated once the candidate is appointed and the start date is known.

Pension

Employees are eligible to join Place2Be pension scheme after three full months of service. The Place2Be contributes 3% of your salary into the scheme; employees may contribute as from 3% of their salary per financial year. A free session is available with our financial advisers to help plan your pension needs.

Childcare Vouchers

We run an approved childcare voucher scheme which offers income tax and National Insurance contribution savings when paying for child care.

Cycle Scheme/Season Ticket Loans

We offer interest-free loans for buying a season ticket or purchasing a bicycle to assist our staff with reducing the cost of travelling to work.

Eye Care Vouchers

We provide eye care vouchers entitling you to a free annual eye test. This scheme fulfils our legal obligations under the Health and Safety at Work Act for staff using Display Screen Equipment. If staff require glasses because of their use of a DSE then an additional voucher pays for a basic pair of glasses.

Training and Development

Place2Be offers a central development programme for all staff and provide a range of training opportunities as part of employee’s individual personal development plan.

Asylum and Immigration Act 1996 – section 8

Under the Asylum and Immigration Act 1996 you will be required to prove your eligibility to work within the UK. Further details will be provided to shortlisted candidates.

PVG Scotland/DBS

An offer of employment for this post will be subject to a satisfactory Enhanced Disclosure clearance through PVG Scotland (Disclosure and Barring Service in England and Wales).

References

References will be taken up from your two most recent employers. Any offer for this role is conditional on both references being satisfactory.

Job Description

Job Title:Supporter Care Officer

Reporting to:Supporter Relations Manager

Location:London

INTRODUCTION

At Place2Be we know that life is tough for many children. Like nine-year-old Luke who was having trouble coping after his dad died, like ten-year-old Mandy whose mum often leaves her on her own and has to wear dirty clothes to school, or like four-year-old Rik who gets into trouble by acting out the violence he’s seen at home.

Place2Be is an award-winning charity that works inside over 200 primary and secondary schools across the UK providing mental health services which are school based, and easily accessible to children, parents and carers. Place2Be also delivers a range of training programmes to build the skills of staff in schools and children’s centres. Place2Be mostly works in areas of high deprivation, reaching a total of 75,000 children. We work with children to remove barriers to learning and prevent more serious mental health and behavioural problems occurring in adolescence and later on adult life. The organisation places counsellors in primary schools to help children tell their stories, explore their feelings and build their coping mechanisms. Earlier this year, Place2Be was fortunate to be able to announce HRH The Duchess of Cambridge as its Royal Patron. We have also been recently awarded high-profile grants from a unique collaboration between Comic Relief and the Royal Foundation as well as the Private Equity Foundation’s largest grant to date for Place2Be’s secondary school programme. This is an exciting and challenging time for the right individual to make a huge contribution to our supporter care strategy, ensuring we grow our network of individual supporters, regular donors and income from community sources.

The Supporter Care Officer is a key member of the Events, Individuals and Major Donors team made up of another Fundraising Officer and the Supporter Relations Manager. The post-holder is also a key member of the wider Fundraising team and plays an important role in helping us raise our annual fundraising target of £3.4 million in 2013/14.

Main purpose of the role:

  • To deliver first class, professional customer service to supporters, using a range of communication methods.
  • Responsible for donor care of our individual supporters, including one–off and regular donors, who donate below £1,000 per year.
  • Responsible for Individuals and Community income with a target of £110,000.
  • Work closely with the Finance team to ensure our income records are consistent.
  • Help support key events and activities working on a range of projects to deliver income.

Dimensions and limits of authorities

  • To contribute to the overall Events, Individuals and Major Donors team target of £550,000

Position within the team

  • Reports to the Supporter Relations Manager
  • Key role in the Fundraising team
  • Liaises at all levels with staff within the organisation

Supporter Care Officer duties and key responsibilities

Supporter Care

  • The post holder will assist with the development and implementation of the supporter care strategy in order to continually improve and maximise supporter contribution.
  • Manages all correspondence with our regular donors. In line with the Regular Donor strategy schedules and produces three pieces of direct mail per annum including upgrade asks.Develops personalised communication with supporters, including writing creative and compelling thank you letters.
  • Acts as an expert in the use of our database, Progress. Becoming the lead user within the team and providing support to ensure the database is utilised as the key platform for supporter management.
  • Ensures all donations and supporter correspondence are promptly and accurately processed and recorded on Progress and thanked appropriately.
  • Working to agreed supporter care processes and making sure they are understood within the Fundraising team including providing training and guidance as needed to provide an excellent supporter journey.
  • Responsible for ensuring that all supporter enquiries are dealt with promptly and to agreed timescales and standards.
  • Communicating appropriately with donors on the telephone, by mail and by email according to their preference.
  • Deals with external complaints effectively, ensure learning is implemented and recorded in line with the Fundraising Standards Board.
  • Ensures the security and confidentially of donations and data, complying with Data Protection legislation, PCI Compliance and Charity Law. Understand and implement compliance across the fundraising team on all information relating to processing and storage.
  • Supports other members of the fundraising team with administration of other fundraising activities and attend fundraising events when required.
  • Takes lead responsibility for the design and procurement of fundraising materials for our supporters, using InDesign where necessary.

Individuals and Community

  • Develops and supports the implementation of the Individuals and Community Fundraising Strategy alongside the Supporter Relations Manager.
  • Assists the Supporter Relations Manager in developing and managing budgets and forecast income raised through individuals and community sources.
  • Responsible for income from individuals and community sources and meeting agreed monthly KPIs.
  • Strategically researches and approaches new potential community income sources and account manages existing community sources.
  • Support volunteers and individuals who fundraise for Place2Be.
  • In line with the Individuals and Community Fundraising Strategy potentially manage individuals who do independent challenge events for Place2Be.

Events

  • Supports the Supporter Relations Manager with the management of Special Events for major donors and corporate partners. These currently include Place2Be’s Carol Concert and Wine Dinner.
  • Manages ticket sales, sources prizes, processes payments, recruits and manages volunteers and writes copy for the programme.

Finance

  • Liaises with the Finance team to ensure timely monthly reconciliation of fundraising income in line with bank records to ensure all income received is processed and accounted for accurately.
  • Ensures the process for claiming gift aid is in place and in line with HMRC standards and best practice.
  • Ensures that records are kept in accordance with legal and statutory guidelines for financial audit and accounting requirements.
  • Takes responsibility for the administration of Place2Be’s Just Giving and Virgin Money Giving accounts.
  • Manages Place2Be’s direct debit downloads, including regular checks for new donors, recording details of new supporters and sending them welcome packs.
  • Maintains an awareness of Fundraising standards, legal and other developments within the third sector.

FLEXIBILTY

The job description is a general outline of the job duties and responsibilities and may be amended as Place2Be develops. The post holder may be required to undertake other duties as may reasonably be required from time to time.

The post holder will occasionally need to travel within the UK and work outside normal working hours for receptions, events and other key relationship building opportunities as required.

PERSON SPECIFICATION

SUPPORTER CARE OFFICER

The person specification outlines the main criteria for the post and short-listing will be based on the following criteria. Please ensure that your supporting statement clearly shows how you meet the criteria using experience gained either in paid or voluntary work.

CRITERIA / Essential / Desirable
Exceptional interpersonal skills. Able to communicate with a wide range of people both internally and externally in person, by phone and electronically with a high standard of written English. / x
Ability to be firm but diplomatic, to understand different points of view whilst operating within organisational policies and procedures. / x
Excellent attention to detail and follow-through on leads and on project work. / x
Good working knowledge of MS Office applications (Word, Excel, Outlook, Powerpoint). / x
Experienced in the use of fundraising databases. / x
Ability to plan, prioritise, use own initiative and meet multiple deadlines. Can demonstrate pro-active approach and flexibility and collaboration with others. / x
Ability to produce reports to a professional standard. / x
Analytical and methodical with excellent comprehension skills. Able to process complex information and ensure suitability for different target audiences. / x
Degree level education or equivalent with a keenness and commitment to own development. / x
Previous fundraising experience within a professional business environment. / x
An understanding and awareness of Place2Be’s equal opportunities policy and a personal commitment to equality of opportunity. / x
Commitment to Place2Be’s values and mission. / x
Experience of using design programmes (e.g. InDesign) / x

Personal Details Form for Applicants

Please complete ALL sections of the form even if some information is included in your CV.Place2Be is committed to Equal Opportunities within its employment practices. The enclosed Equal Opportunities Form will be removed before shortlisting and will remain confidential to the Human Resources Department.

Post applied for / Hub/ Area
Closing date / Where did you find out about this vacancy?
Please give reference number if known / BACP BAAT BADT BAPT Guardian Other
Please give details:

Place2Be

Have you previously applied for any jobs within Place2Be? / Yes
No / If yes please give details:
Post / Hub/ Area / When
Have you ever worked or volunteered for Place2Be? / Yes
No / If yes please give details:
Post / Hub/ Area / When

Your contact details

Surname / Name
Address
Postcode
Home tel: / Mobile tel:
Work tel: / Email:

Professional Membership

Registration body / Registration number / Membership status / Are you accredited? / Expiry date

References

Please give the name and contact details of two referees who can comment on your work experience, competence, personal qualities and your suitability to the post. One of these must be your current or most recent employer. Please note that we will only take up references if a conditional offer of employment is made.

1. Name / Position
Address
Telephone Number / Email:
Relationship to you
2. Name / Position
Address
Telephone Number / Email:
Relationship to you

Criminal Record

Do you have connections in your personal life with any individual (relative, household member or friend) who could present a risk to children or who has been convicted of a criminal offence which would deem them unsuitable to work with children? YES/NO
Have you, as an adult, had involvement with a local authority, in relation to care proceedings or child protection proceedings in your family? YES/NO
Have you ever been arrested, cautioned for or convicted of a criminal offence or other offence which would show in a CRB enhanced disclosure?YES/NO*
*Note: If YES, please give details and an explanation of the offence and sentence or penalty imposed (including suspended sentences, warnings etc) in a separate file marked ‘confidential’ including an explanation of how you have consequently demonstrated you are a suitable person to work directly with children.
As the position will involve access to children, the position is exempt from the Rehabilitation of Offenders Act 1974 (Exceptions) (Amendment) Order 1986 and you will be required to undertake an Enhanced Disclosure from the Criminal Records Bureau which will show all records. Please contact us if you would like further information.
Any position offered would be conditional on the receipt of an enhanced CRB which satisfies the criteria of Place2Be. A copy of the CRB Code of Practice is available on the CRB website.

I declare that the information I have given is accurate and true and any false or misleading information given on this form may lead to my employment being withdrawn and consequent criminal proceedings.

Unsuccessful application details will be retained for monitoring purposes and for the provision of future potential opportunities and other communications. If you do not wish to receive any further information you may make a request at any time via email,for the attention of the Resourcing Officer, to

Signed Date

Ensuring Equality in Recruitment and Selection for Paid and Unpaid Positions

The Equal Opportunities Commission, Commission for Racial Equality and the Disability Rights Commission strongly recommend that monitoring is effectively carried out and Place2Be fully supports this.

Place2Be actively monitors the selection process to ensure that no one applying for a post within Place2Be receives less favourable treatment on the grounds of sex, marital status, gender, disability, race, ethnic or national origins, age, sexual orientation or religious or political opinion. Equality of opportunity, fairness, acceptance of differences and the rights of individuals, including the right to work in an atmosphere free from intimidation, are important values held by Place2Be and we are committed to tackling them in all aspects of our work.

In order to enable us to regularly monitor and assess whether equality of opportunity is being achieved, please complete this form and return it with your application form.

Rehabilitation of Offenders Act 1974. As this role meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, applicants offered employment/placement will be subject to an Enhanced Disclosure check from the Criminal Records Bureau before appointment is confirmed. This will include details of cautions, reprimands or final warnings as well as convictions and a check of the list of those Barred from working with children or vulnerable adults. It is a criminal offence for anyone on the barred list to attempt to procure employment working with children. Any disclosure revealing such an attempt will be provided to the Independent Safeguarding Authority and may result in criminal charges and/or conviction.

Completing the following form will enable us to carry out the effectiveness of our monitoring policy. The information will be separated from your application as soon as it is received. It will not be passed onto anyone involved in shortlisting or appointment to this post.

Post Applied For

Are you?

Male Female

Are you?

<20 21-24 25-29 30-34 35-39 40-44

45-49 50-54 55-59 60+would prefer not to say

The Disability DiscriminationAct 1995 defines a disabled person as someone with a physical or mental illness impairment which has a substantial and longterm adverse effect on his or her ability to carry out normal, daytoday activities.