RCH Foundation

Welcome Desk Volunteer - Position Profile

Volunteer Role Title: Welcome Desk Volunteer

Volunteer Name:

Reporting to: Office Manager

Context of the role

The Royal Children's Hospital (RCH) Foundation was founded in 1989 to raise funds for and on behalf of hospital.

The RCH Foundation is a legally separate organisation and works closely with the RCH. The core purpose of the RCH Foundation is to raise philanthropic funds that contributes to resources for the RCH in its mission to be a world class paediatric hospital, providing excellent:

•  Care and treatment of children requiring medical treatment

•  Research into curative or preventative medicine

•  Acquisition and development of the best medical talent, whether from Australia or overseas

The people of Victoria love the RCH and feel a great ownership, clearly demonstrated through ongoing and generous giving to the Foundation, including fundraising by RCH Auxiliaries in their community and appeals such as the Good Friday Appeal. The RCH Foundation takes its role seriously as custodian of these donated funds, for and on behalf of all donors and the future needs of the RCH.

Values

•  We show integrity in all our interactions, being moral, ethical, honest, transparent and trustworthy.

•  We display humility, being modest, not self-important; confident and dealing with others.

•  We show gratitude and appreciation for the efforts of our donors and our colleagues.

•  We are compassionate showing empathy in our dealings with everyone.

•  We are inclusive and respectful. We show loyalty and understanding.

•  The result of these values translates into action. We are known for delivery on our commitments.

Purpose of the role

The Welcome Desk Volunteer role is part of the front facing team being first point of contact to those visiting the RCH Foundation offices. The Volunteer will provide high quality, client friendly services including welcoming clients, answering enquiries, receiving and processing donations, responding to telephone calls, providing direction and interpretation of visitor and client needs, and performing general administration duties consistent with a reception environment.

Personal Qualities/Attributes Required for Role

•  Treats all with respect and dignity

•  Is reliable, trustworthy, credible and truthful, displaying integrity in all dealings

•  Presents a personal image and behaviour appropriate to the RCH Foundation’s work environment and recognises of own behaviour and emotions on others

•  Is optimistic and remains calm and focused on the task at hand when faced with difficult situations

•  Follows and supports direction, policies and decisions of the RCH Foundation

Role Competencies:

•  Listens attentively, is courteous and adapts style to clients

•  Promotes the Foundation in all interactions

•  Identifies and analyses client needs and respects boundaries and limits of own role and capabilities

•  Prioritises and performs tasks and responsibilities efficiently

•  Gathers appropriate information and understands the impact of decisions and acts to resolve issues promptly

Role Required Tasks:

Key tasks / Key activities / Expected outputs and measures /
Provide quality welcoming and customer service / ·  Greet all visitors politely and warmly
·  Answer phone calls similarly
·  Refer visitors and phone enquiries to appropriate staff member where appropriate / ·  Exhibit a positive and professional first point of contact at all times
·  Provide accurate and knowledgeable information to visitors at all times
·  Maintain visitor register
Receive and process donations / ·  Ensure appropriate donor recognition and acknowledgement takes place
·  Accurate input of donor information utilising Salesforce / ·  Easy and efficient donor processes
·  Updated and accurate donor records available to RCH Foundation staff
Undertake administrative functions / ·  Assist the booking the RCH Foundation’s Fundraising Resource Centre and Board Room
·  Provide data entry and administrative assistance to RCH Foundation staff as required
·  Assist and support fundraising events as required / ·  Support for the utilisation of Foundation’s rooms
·  Planning and preparation for room utilisation
·  Support for RCH Foundation staff
Maintain a safe and healthy environment / ·  Monitor and escalate any health and safety matters / ·  Safe and friendly reception environment
·  Document and report any potential health and safety matters to manager in a timely manner

Qualifications and experience requirements for the Role

·  Experience in administrative roles and customer service preferred

·  Computer literacy – Microsoft Office environment

Mandatory requirements of the Role

·  Fully complete volunteer registration process

·  Current Working With Children Check (WWCC) and Criminal History Check (Police Check)

Roster & time commitment

·  Minimum four hour shift, preferably one to two shifts per week

·  Due to training required, minimum commitment of six months

Volunteer’s Name: / Date:
Volunteer’s Signature:
Supervisor/ Manager’s Name: / Date:
Supervisor/ Manager’s Signature:


PURPOSE OF POSITION
The RCH Foundation offices are located at hospital campus, and receives telephone, email and personal enquiries from new and existing supporters.

The Welcome Desk Volunteer role is part of the front facing team being first point of contact to those visiting the RCH Foundation offices. The Volunteer will provide high quality, client friendly services including welcoming clients, answering enquiries, receiving and processing donations, responding to telephone calls, providing direction and interpretation of visitor and client needs, and performing general administration duties consistent with a reception environment.


TIME REQUIRED
Four hours shifts (week days), up to two shifts per week. Minimum six months commitment.
Reception

·  Provide a friendly and helpful first point of contact

·  Proactively promote the RCH Foundation and the work it does

·  Answer phone calls, assisting donor enquiries and taking messages

·  Assist in managing meeting rooms

·  Support the Office Manager with day to day duties

Donations

·  Manage the input of donor information

·  Assist RCH Foundation team members with database tasks as required

·  Ensure appropriate donor recognition and acknowledgment takes place

·  Ensure appropriate appreciation is shown to donors

·  Add donors to the e-newsletter list, where appropriate

General

·  Liaise with the RCH Foundation in building support of the fundraising activities

·  Support RCH Foundation teams with ad-hoc tasks

This role is ongoing and will be filled on a roster basis by a number of volunteers based on four hour shifts.

The role is very rewarding dealing with donors and supporters who want to contribute to the work of hospital.

SELECTION CRITERIA

Personal Qualities/Attributes / One paragraph demonstrating suitability
Role Competencies / One paragraph demonstrating suitability
Qualifications and experience / Highlight details demonstrating suitability
Role Required Tasks / No more than one page demonstrating experience in key tasks
Time commitment / Confirmation of availability Jan 2018 – July 2018

Applications close Thursday 25 January 2018 to

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