here - CBM Australia

POSITION TITLE:
Bequest Officer
DEPARTMENT:
Administration Services
DATE:
July 2014
REPORTS TO:
Administrative Services Coordinator
Organisational Vision:
An inclusive world in which all persons with disabilities enjoy their human
rights and achieve their full potential.
Organisational Mission:
CBM is an international Christian development organisation, committed to
improving the quality of life of persons with disabilities in the poorest countries
of the world.
Purpose of Role:
To make initial contact with CBM supporters and introduce them to the concept
of leaving a bequest. Develop and maintain relationships with those who have
asked for information or declared an interest in leaving a bequest to CBM in
their will.
To fulfil the Outbound requirements as directed by Contact Centre Co-ordinator
Level of Direction or Supervision:
Direct report to Administrative Services Coordinator with overall supervision by
the Administration Services Manager.
Key Tasks and Priorities:
Key Areas of
Key Tasks
Responsibility
Contact
supporters who
attend Supporter
Meetings
 Call required donors before
and after Supporter
Meetings to nurture the
relationship between the
supporters and CBM to
increase Bequest donations.
Performance
Indicators
 Good rapport with
supporters
 Good Bequest
response rate
 Calls are made within
agreed timeframes
Weigh
ting
Total
= 100
25
Contacting
supporters who
 Have requested
or received a
copy of the CBM
DVD re Making a
Will
 Other leads as
generated
 Received
Bequest Mailing
Determine status
of potential
Bequest
Supporters
 Call Supporters to follow up
Will Status
 Call potential Bequest
Donors in follow-up to
Bequest Mailings to create a
relationship with CBM to
increase Bequest donations
 Contact to be made
within agreed
timeframes, resulting
in an increase in WI,
WP and WD’s on the
database.
25
 Following up all those
contacted who becomes a
bequest prospect.
20
Developing the
relationship
 Nurture Donors identified as
Will Probable or Will Definite
by phone or email
 Contact made with
donors within
timeframe mutually
agreed upon with
Fundraising
 Donor’s are moved
along Will Status path
in accordance to KPI’s
mutually set with
Communications
 Have contacted donors
at least twice per year
Other Outbound
and Inbound call
support
 Perform other donor
nurture calls as requested
 Support Inbound team as
required
 Calls made within set
timeframes
10
20
SPECIFIC OUTCOMES REQUIRED
Bequest KPI’s are met
Donors nurtured along bequest pathway
Relationship with confirmed ‘bequest givers’ is nurtured
DMS Administration of bequest statuses maintained
Other call types handled efficiently whilst nurturing relationship with donors
KEY COMPETENCIES OF ROLE
Experience in Bequest Fundraising via telephony
Develop and strengthen the Supporter’s connection to CBM’s cause so that:
1) CBM is their charity of choice, which provides a platform to –
2) Take the Supporter on the “Bequest Journey” with the ultimate goal of
establishing a Will Definite Relationship
Excellent verbal and written communications skills
A natural intuitive ability to actively listen, empathise, build trust and
friendship and to identify openings and potential to take a Supporter on the
“Bequest Journey” or to progress them to the next stage (e.g. To grow a Will
Probable into a Will Definite)
Sales skills to develop identified opportunities into measurable conversion
Willingness to pray with supporter
Efficient management of time
Experience with working and associating with the elderly
Provide effective backup support to wider Contact Centre Team
Job Evaluation
Factor
Level
Score
Responsibility and Accountability
2/3
84
Judgement and Decision Making
2/3
28
Interaction and Influence
2/3
28
Knowledge and Application of Creative and 2/3
140
Technical Skill
TOTAL
280
Salary Grading
Grade 2
*Factor Level definitions and Salary Grading information can be found on the
CBM Intranet.
Terms and Conditions
General terms and conditions of employment are as per the CBM Australia
Enterprise Agreement 2009.
Performance Planning and Review
Performance planning and reviews will be carried out every six months.
Signed
................................................
Yjasmine Bowman
AST Coordinator
Signed
..................................................
Date
....................................................
Date
....................................................

Download Report