Project HOPE Namibia (PHN)
Donor Relations Assistant
Project HOPE Namibia (PHN), Washington, District of Columbia, us, 20022
Overview
Join to apply for the
Donor Relations Assistant
role at
Project HOPE Namibia (PHN) . Location: District of Columbia, United States. Project HOPE is an international NGO with more than 900 engaged employees and hundreds of volunteers who work in more than 25 countries, responding to global health challenges. The organization has treated millions of patients and provided more than $3 billion worth of medicines to local health care organizations, and has helped build hundreds of health programs and responded to humanitarian crises worldwide. Position Summary
The Donor Relations Assistant is the first point of contact for supporters reaching out to Project HOPE via phone, email, or mail. They resolve donor requests promptly and in accordance with established customer service standards, delivering an exceptional donor experience with care and efficiency. Other responsibilities include documenting all interactions in the CRM system (Raiser’s Edge NXT), sorting inbound mail, processing donations and receipt requests by phone, email, or mail, and ensuring donor records remain accurate and up to date. In coordination with the Mass Market Fundraising team, the assistant also supports stewardship activities for monthly donors and key mass market donors as needed, including welcome calls, milestone outreach, and lapsed sustainer recapture efforts. This role requires being in the Washington, DC office at least 3 days a week and coordinating in-person coverage with the Development Assistant to manage mailed correspondence daily. The Donor Relations Assistant upholds donor confidentiality and follows secure data handling standards.
Principal Responsibilities
Donor Services & Experience Represent Project HOPE professionally in interactions with colleagues, donors, and stakeholders. Act as frontline representative for donor communications across phone lines, shared email inbox, and physical mail; ensure positive interactions and timely resolution of donor requests. Respond promptly to donor inquiries, requests, and complaints during standard business hours in line with donor relations SOPs. Use Zendesk to log, triage, and resolve tickets; maintain template library and macros; build and run reports. Conduct outreach to donors to resolve issues with gifts, process refunds, or other processing issues. Develop, update, and maintain donor services SOPs and messaging playbooks; adjust workflows as needed. Monitor patterns in donor correspondence and provide feedback to fundraising teams to improve the donor experience. Constituent Management & Mail Support Open and sort inbound donor mail; perform data hygiene updates in Raiser's Edge NXT and other routine tasks. Update constituent information and communication preferences; manage opt-outs and suppression requests. Support secure processing of credit card donations received by phone or mail in compliance with internal controls and privacy protocols. Manage sustainer cancellations, downgrades, or pauses; cross-train on gift entry tasks and provide backup support for Gift Processing as needed. Participate in special projects and other duties as assigned. Donor Stewardship Support Conduct welcome and cultivation calls at key milestones and support lapsed sustainer outreach via phone, email, and mail using approved scripts/templates. Fulfilling donor-related acknowledgment and replacement receipt requests timely and accurately. Stay informed of Project HOPE’s mission by reviewing internal updates, fundraising materials, social and website updates, and attending periodic presentations. Qualifications
Minimum Qualifications Exceptional attention to detail and strong oral and written communication skills. Highly organized, professional, and able to work independently and collaboratively within a team. Intermediate or higher proficiency with Microsoft Word, Excel, PowerPoint, and Outlook. Ability to work in an ambiguous environment and manage multiple requests and deliverables. Demonstrated experience with confidentiality of sensitive information. Passion for international relief and development work. Preferred Qualifications Undergraduate degree or equivalent work experience preferred. Experience with Zendesk or similar customer service software is a plus. Experience providing customer service via phone, email, or in-person preferred. Experience with data entry in a CRM such as Raiser’s Edge NXT or similar. Physical Demands and Work Environment
The role requires being in a Washington, DC office at least 3 days a week; travel may be required for international assignments and emergencies, including potential work in hardship locations. Typical office environment with potential exposure to varying conditions during emergency deployments or international travel. Salary and Benefits
Salary range starting at TBD per year. Compensation depends on qualifications, skills, and experience. Project HOPE offers comprehensive benefits including health, dental, vision, life insurance, 403(b), paid leave, and more. For details, see our benefits page. Notice to Applicants
Project HOPE does not conduct direct solicitation/recruitment via email and never asks for payment or financial information. If contacted by email, please verify with Compliance@projecthope.org. Only candidates meeting the required qualifications will be considered. No phone calls, please. We may retain your CV for future opportunities unless you direct us otherwise. Thank you for your interest in Project HOPE. This description reflects the Donor Relations Assistant role as part of Project HOPE Namibia (PHN) and related global activities.
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Join to apply for the
Donor Relations Assistant
role at
Project HOPE Namibia (PHN) . Location: District of Columbia, United States. Project HOPE is an international NGO with more than 900 engaged employees and hundreds of volunteers who work in more than 25 countries, responding to global health challenges. The organization has treated millions of patients and provided more than $3 billion worth of medicines to local health care organizations, and has helped build hundreds of health programs and responded to humanitarian crises worldwide. Position Summary
The Donor Relations Assistant is the first point of contact for supporters reaching out to Project HOPE via phone, email, or mail. They resolve donor requests promptly and in accordance with established customer service standards, delivering an exceptional donor experience with care and efficiency. Other responsibilities include documenting all interactions in the CRM system (Raiser’s Edge NXT), sorting inbound mail, processing donations and receipt requests by phone, email, or mail, and ensuring donor records remain accurate and up to date. In coordination with the Mass Market Fundraising team, the assistant also supports stewardship activities for monthly donors and key mass market donors as needed, including welcome calls, milestone outreach, and lapsed sustainer recapture efforts. This role requires being in the Washington, DC office at least 3 days a week and coordinating in-person coverage with the Development Assistant to manage mailed correspondence daily. The Donor Relations Assistant upholds donor confidentiality and follows secure data handling standards.
Principal Responsibilities
Donor Services & Experience Represent Project HOPE professionally in interactions with colleagues, donors, and stakeholders. Act as frontline representative for donor communications across phone lines, shared email inbox, and physical mail; ensure positive interactions and timely resolution of donor requests. Respond promptly to donor inquiries, requests, and complaints during standard business hours in line with donor relations SOPs. Use Zendesk to log, triage, and resolve tickets; maintain template library and macros; build and run reports. Conduct outreach to donors to resolve issues with gifts, process refunds, or other processing issues. Develop, update, and maintain donor services SOPs and messaging playbooks; adjust workflows as needed. Monitor patterns in donor correspondence and provide feedback to fundraising teams to improve the donor experience. Constituent Management & Mail Support Open and sort inbound donor mail; perform data hygiene updates in Raiser's Edge NXT and other routine tasks. Update constituent information and communication preferences; manage opt-outs and suppression requests. Support secure processing of credit card donations received by phone or mail in compliance with internal controls and privacy protocols. Manage sustainer cancellations, downgrades, or pauses; cross-train on gift entry tasks and provide backup support for Gift Processing as needed. Participate in special projects and other duties as assigned. Donor Stewardship Support Conduct welcome and cultivation calls at key milestones and support lapsed sustainer outreach via phone, email, and mail using approved scripts/templates. Fulfilling donor-related acknowledgment and replacement receipt requests timely and accurately. Stay informed of Project HOPE’s mission by reviewing internal updates, fundraising materials, social and website updates, and attending periodic presentations. Qualifications
Minimum Qualifications Exceptional attention to detail and strong oral and written communication skills. Highly organized, professional, and able to work independently and collaboratively within a team. Intermediate or higher proficiency with Microsoft Word, Excel, PowerPoint, and Outlook. Ability to work in an ambiguous environment and manage multiple requests and deliverables. Demonstrated experience with confidentiality of sensitive information. Passion for international relief and development work. Preferred Qualifications Undergraduate degree or equivalent work experience preferred. Experience with Zendesk or similar customer service software is a plus. Experience providing customer service via phone, email, or in-person preferred. Experience with data entry in a CRM such as Raiser’s Edge NXT or similar. Physical Demands and Work Environment
The role requires being in a Washington, DC office at least 3 days a week; travel may be required for international assignments and emergencies, including potential work in hardship locations. Typical office environment with potential exposure to varying conditions during emergency deployments or international travel. Salary and Benefits
Salary range starting at TBD per year. Compensation depends on qualifications, skills, and experience. Project HOPE offers comprehensive benefits including health, dental, vision, life insurance, 403(b), paid leave, and more. For details, see our benefits page. Notice to Applicants
Project HOPE does not conduct direct solicitation/recruitment via email and never asks for payment or financial information. If contacted by email, please verify with Compliance@projecthope.org. Only candidates meeting the required qualifications will be considered. No phone calls, please. We may retain your CV for future opportunities unless you direct us otherwise. Thank you for your interest in Project HOPE. This description reflects the Donor Relations Assistant role as part of Project HOPE Namibia (PHN) and related global activities.
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