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Specialist, Fundraising Support in Minneapolis, MN at National Multiple Sclerosis Society

Date Posted: 12/4/2018

Job Snapshot

Job Description

The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward.
We have an exciting opportunity to join our national Development team as a Fundraising Support Specialist.

The Fundraising Support Center (FSC) department provides direct concierge service to hundreds of thousands of special event participants and donors responsible for generating the majority of National MS Society revenue.

The Fundraising Support Specialist provides reactive and proactive support for participants and donors for hundreds of events, and helps manage the Fundraising Support Center's daily work. This position supports two Fundraising Support Managers in the following areas: delegating work to other staff, various quality assurance activities, training and coaching new hires and seasonal staff, managing workflow, and ensuring team maintains service level standards.

In addition, the The Fundraising Support Specialist has a variety of operational responsibilities (including but not limited to): developing and maintaining training tools, working with market liaisons to ensure up-to-date reference information, coaching staff outside of the Fundraising Support Center on how to best work with the FSC, researching and testing new tools or processes, and other areas as needed.

The Fundraising Support Specialist is expected to continually learn and apply new information and skills as the Fundraising Support Center grows.

Essential Function/Responsibility
1. Deliver inbound and outbound concierge service and resolve problems for fundraising event participants and donors for events nationwide
  • Learn and apply new information continuously -- maintain "expert level" knowledge in an consistently changing environment:
    • Maintain up-to-date skills in relevant software, internet applications, Society websites, online tools and databases such as Luminate Online and the Data Warehouse caging vendor systems, external web browsers, mobile apps, social media platforms, etc.
    • Maintain up-to-date understanding of event details and market-specific processes/policies in order to provide accurate service to constituents from hundreds of events across the country
  • Resolve problems and deliver information related to fundraising, online tools, and registration:
    • Provide information about events, requirements and policies, how to fundraise with available tools, how to navigate website and Participant Center, donation processes, etc.
    • Help participants register, start teams, or make changes to existing registrations
    • Perform "money moves" to reallocate funds as needed/requested
    • Collaborate with Finance and Constituent Information Management staff to investigate and determine solutions for discrepancies related to online and offline gifts
    • Troubleshoot technical issues and work with Application Support Team to determine solutions or workarounds
  • Support the Society's key revenue drivers by strategically providing event participants with specific tools and resources
  • Maintain understanding of resources available for people touched by MS and refer questions or those needing assistance to the MS Navigator Team
  • Build and maintain positive and productive relationships with colleagues in the field and other centralized departments across the country, to ensure smooth flow of information to solve constituent requests
  • Coach other Society staff as needed on best practices for interacting with the Fundraising Support Center to ensure optimal service for constituents
2. Support Day-to-Day Management of FSC Workflow and Service Delivery
  • Provide back-up support to FSC Managers as needed:
    • Triage incoming email, phone and voicemail to FSC staff (FTE and seasonal) when Managers are unavailable
    • Maintain awareness of each team member's individual workload, needs, and strengths to effectively manage workflow for success
    • Provide guidance or redistribute work among team as needed to maintain service goals
  • Provide patient, consistent training and guidance to new hires and seasonal staff
  • Coordinate with FSC Managers to ensure a Manager or Specialist is available to answer questions and provide coaching for a team of up to 24 staff members during operating hours
  • Monitor call center software and whether FSC staff are following phone queue schedule standards
  • Perform several weekly quality assurance checks on FSC Coordinators and FSC Assistants:
    • Review staff email correspondence
    • Utilize "Service Observe" to listen to calls and rate staff performance, provide feedback and training as needed
    • Provide QA notes to Managers and/or meet with individual staff to deliver feedback as needed
  • Update and execute comprehensive, multi-stage, seasonal staff training program yearly:
    • Train new hires, including seasonal staff each year
    • Make note of updates needed to training plan/materials throughout the year
    • Evaluate training program in mid-fall with Director and Managers
    • Create and/or adapt training program components yearly and as needed between update cycles
3. Support FSC Operations and Growth
  • Maintain up-to-date knowledge of Society's strategic plan and fundraising strategy
  • Maintain understanding of Society operations and structure
  • Assist in Fundraising Support Center growth and development:
    • Participate in regular meetings with FSC lead, FSC staff, and cross functional staff to ensure coordination between departments
    • Test and implement new functions as FSC scope expands
  • Serve as ongoing point of contact for chapter liaisons and other field staff, delivering information about FSC scope and operations, coaching on best practices, etc.
  • Support FSC reporting:
    • Monitor FSC staff members' use of tools and coach as needed
    • Help compile FSC mid-year and full-year reports
    • Work with other FSC leadership and reporting team to consistently improve tools and reports
  • Maintain FSC Reference Materials:
    • Develop and maintain positive working relationships with chapter liaisons and other Society staff to ensure productive flow of information between FSC, field and other departments
    • Maintain various FSC tools, including "Facesheet", "Dates & Deadlines", "Event-Specific Questions" and yearly event volume calendar in collaboration with team lead
    • Train others to support this work as needed
  • Work with FSC Managers to set up and maintain seasonal workstations and equipment
  • Lead or coordinate ad hoc projects as they arise