Supporter Services Associate
- Job Type
- Full Time
- Job Level
- Other
- Location
- Ottawa, ON
- Impact Area
- Other
- Impact Category
- Other
- Company Type
- Other
About this position
Hours: Full-time (37.5 hours/week)
Duration: Permanent
Location: Ottawa (Hybrid - onsite at least once a week)
Salary: $63,678.97 per annum
Travel: Some travel required
Deadline: Applications are accepted until 5pm (eastern time) May 15, 2024
Union: Unifor Local 567
Amnesty International Canadian Section (English Speaking) also known as AICS(ES) is looking for a Supporter Services Associate (SSA) for their Fundraising department.
Reporting to the Manager of Individual Giving and Supporter Services, the Supporter Services Associate has a primary focus on managing and developing ongoing relationships with donors/supporters/members and the public through all channels (including e-mail, phone, and mail).
The SSA participates, plans, implements, and evaluate evaluates a wide range of services focused on retaining existing supporters and deepening the relationship with each in terms of financial support, goodwill, and understanding of the goals of the Branch in collaboration with the Activism and Fundraising teams.
The SSA will be the key person to support, implement, and continually improve back-end processes (mechanics and calendarization) of member communications in collaboration with the Activism team and/or other parts of the organization.
The SSA ensures that diversity, equity, inclusion (DEI), anti-racism, and anti-oppression (ARAO) principles and practices are integrated into day-to-day interactions with all stakeholders as well as into strategies and materials. In that sense, the SSA plays a significant role in preserving and maintaining the overall reputation of the organization.
The successful candidate, throughout their work, must contribute to gender equity, integrate youth perspectives, and address the broader goals of diversity, equity, inclusion, and anti-oppression.
WHAT YOU’LL DO
Donor/Member Response
- Respond to a range of requests from supporters. These are frequently transactional (address update, change in donation information)
- Respond to questions from supporters and the public relating to Amnesty International’s human rights work. This involves working collaboratively with colleagues across the organization.
- Responsible for the day-to-day relationship and management with the 3rd party vendor handling the inbound 1- 800-Amnesty calls. This includes weekly check-ins with the vendor’s account manager.
- Send out information packages.
- Database activities related to donors and members, make process recommendations and updates to internal process or feedback from member/donor’s user experiences.
- Develop and implement promotional materials and activities for Community Fundraising and/or Peer-to-Peer fundraising, and other Fundraising promotional activities as needed, at the request of the manager.
- Provide support to individual Amnesty members and supporters who are interested in becoming further involved in the activism work of Amnesty. This may include sending special information packages and responding to inquiries.
- Manage back-end processes for members including prior, during, and post AGMs, and Write for Rights events, in collaboration with the Mobilization team or other parts of the organization.
- Coordinate the recruitment, training, supervision, and recognition of volunteers who contribute to supporter services work.
- Perform other duties as assigned by the Manager and/or Director of Fundraising.
Amnesty International Canada is seeking an individual who can contribute to the diversity of Amnesty’s workforce and its inclusive, anti-racist and anti-oppressive practices. The successful candidate will have a deep and abiding commitment to tackling systemic issues affecting historically marginalized employees and communities with a specific lens of anti-racism, feminism, intersectionality, and accessibility to external and internal work. This includes an ability to support in building an environment that reflects Amnesty International Canada’s promotion of a culture of respect, equity, and fairness.
MINIMUM QUALIFICATIONS:
Experience:
- Post-secondary degree or diploma (or equivalent experience)
- Two years of experience handling telephone calls/email and written inquiries, preferably from donors/members.
- One year of CRM, or donor database experience with demonstrated ability to manage and maintain accurate data.
- Experience working with consultants, vendors preferred.
- Experience with Amnesty and its fundraising programs is a definite asset for this position.
- Excellent verbal and written communication and diplomacy skills preferably communicating with existing or prospective donors via e-mail and digital channels, direct mail, and phone with the ability to handle sensitive and confidential information appropriately and with discretion.
- Excellent project and time management skills with very keen attention to detail, coupled with the ability to multitask.
- Proficiency with various software applications including Microsoft Outlook, Microsoft Word, and Excel.
- Positive, client service oriented; focused on problem-solving and end-user satisfaction.
- Requires patience, attentiveness, active listening and level-headedness.
- Proven commitment to self-development in the principles of anti-racism, anti-oppression, diversity, equity, and inclusion
- Proven ability to apply an intersectional lens to your work to achieve anti-oppression in practice.
- Passion for Amnesty International’s mission in the protection and promotion of human rights for all people
- Demonstrated knowledge, training and experience in the application of intersectionality, anti-racism, anti-oppression, anti-Black racism, discrimination, and decolonizing practices.
- A demonstrated ability to work successfully with diverse groups and expertise in applying anti-racism, anti-oppression, diversity, equity, and inclusion principles using an intersectional lens.
- Ability to organize and manage a diverse range of assignments and adjust to changing priorities while maintaining high efficiency and thorough attention to detail.
- Resourceful and independent while comfortable working within the framework of an integrated development program and team-oriented environment.
- Working towards a Fundraising certification is desirable.
ABOUT US
Amnesty International is a movement of 10 million ordinary people in more than 150 countries who come together to achieve extraordinary results in defending and promoting human rights. We get discriminatory laws changed and prisoners of conscience released. We’ve helped stop torture, commute death sentences and worked to end violence against women. We are in solidarity with Indigenous peoples demanding that their rights be respected.
OUR COMMITMENT TO ANTI-RACISM, ANTI-OPPRESSION, DIVERSITY, EQUITY & INCLUSION (ARAO-DEI)
Amnesty International Canada is committed to employment equity, actively seeks diversity in the workplace, and welcomes and encourages applications from members of equity seeking groups including women, transgender, non-binary, and LGBTI individuals; First Nations, Metis, and Inuit individuals, persons with disabilities, and members of racialized and marginalized groups. We believe our work is stronger when it benefits from the experience, knowledge and wisdom of people who have faced systemic barriers and encourage applications from qualified candidates who have lived experience as a member of historically underrepresented communities.
AIC values qualified diverse candidates who bring skills that contribute to our anti-racist and anti-oppression transformational journey. At AIC, employees are expected to contribute to an inclusive environment and bring the knowledge, experience, and ability to incorporate anti-racism, anti-oppression, intersectionality, gender mainstreaming, inclusion, and accessibility practices to external and internal work and to all interpersonal interactions. Click to learn more about our Equity Journey.
WHAT WE OFFER
At Amnesty International Canada, we are passionate about what we do, and we are proud of our achievements as a movement. To compensate our employees for the critical work they undertake, we reward them with an attractive, sector competitive salary and benefits package plus the opportunity to develop professionally.
If you are talented, passionate about human rights and want to use your skills, knowledge, and experience to change the world, we encourage you to join us.
APPLICATION PROCESS
Together with your resume, please forward a 1-page cover letter (250 words maximum) that includes your responses to the following questions:
- How do you relate to Amnesty International Canada’s mission?
- How would your skills and experiences (personal and professional) translate into success in a fundraising portfolio?
- What does a commitment to ARAO and DEI mean or look like to you?
We thank everyone for their expression of interest-and truly appreciative of the time individuals put into applying-but with the limitation of time only those selected for an interview will be contacted. Amnesty International Canada is committed to providing an inclusive and barrier free experience to applicants with accessibility needs. Requests for accommodation can be made at any stage during the recruitment process.