Donor Relations & Claims Coordinator

At House of Friendship, we believe in what we are doing. We get out of bed each day to make a difference in our community; to walk with and to serve. We are not happy with the status quo. We get energy from ongoing learning and growth. We lead with passion and believe without a doubt that everyone deserves to belong and thrive. We live and breathe our values of Compassion, Inclusion, Justice, Dignity and Hope. And we have fun!

Sounds pretty great, doesn’t it? It is! 

The Development team is responsible for both the fundraising and marketing functions of House of Friendship, to grow financial support that sustains the mission of House of Friendship into the future, and to build awareness and affinity for our brand throughout Waterloo Region. The Donor Relations & Grants Coordinator plays a critical role in supporting the Development team to achieve annual fundraising goals by leading and executing engaging donor journeys with House of Friendship for assigned donor groups, providing project management to fundraising initiatives and mailings, and managing related analysis, tracking, and recording needs. This role will have high and frequent engagement with donors, and House of Friendship team members across the organization.

** This is a permanent, salaried, full-time (37.5 hours per week) position with paid sick time, personal days, vacation time; group health benefits and defined contribution pension plan.

Schedule generally Monday to Friday, 8:30am to 4:30pm, with flexibility required.

Valid G class driver’s license required; local travel within Waterloo Region. **

Key Responsibilities:

• Co-ordinate and execute all aspects of the donor journey (acquisition through to stewardship) for assigned groups of donors

• Responsible for overseeing all in-kind donations while training key staff members in accepting these donations through a positive and rewarding experience for both staff and donors

• Provide heartfelt gratitude and donor love through phone calls, emails, hand-written cards, personal videos, and in-person thanks

• Monitor donor feedback and provide key insights to the team for learnings that impact fundraising and communication practices

• Build and steward beneficial relationships with grantors

• Research, identify and evaluate a limited set of strategic grant opportunities in conjunction with Program Directors and the Development Director, coordinating the process, grant content creation, timelines, reporting, thanking and recognition requirements

• Maintain an up-to-date grants tracking file, annual grants calendar and keep Raiser’s Edge (RE) foundation profiles up to date

• Co-ordinate donor stewardship tracking for the Development team

• Maintain process and donor journey documentation

• Research best practices and maintain up-to-date knowledge on most effective applicable fundraising strategies and trends

• Track, analyze and report on key stewardship metrics monthly, quarterly and annually

• Provide data-based recommendations on new initiatives and ideas that fit within the established strategy and goals

• Provide project management for other fundraising initiatives as assigned

• Support the Development Manager and the Development team on strategic initiatives and projects as required

• Provide backup to assigned team member roles during vacation/out-of-office periods

Job Specific Knowledge/Skills:

• Previous experience or certification in Fundraising is a definite asset

• Strong communication skills, both oral and written, that inspire and engage

• Proven project management skills including excellent planning, organizational, follow-through and time management skills

• Self-directed with high capacity to manage multiple shifting priorities and timelines

• High attention to detail and accuracy

• Excellent ability to maintain confidentiality at all times

• Proficiency in Microsoft Office Suite and Raiser’s Edge required

Education/Experience:

• Post-secondary education in related field such as Communications, Project Management, Customer Service, or other

• A minimum of two (2) years’ related work experience in office environment positions, coordinating projects or fostering client relationships/customer service

• Proven ability to effectively engage a variety of constituents, such as colleagues, donors, and volunteers with demonstrated excellent interpersonal and team collaboration skills

• Proven ability to effectively manage multiple projects with deadlines, accountability and reporting

Critical Skills:

• Commitment to understand and uphold the mission and values of House of Friendship is expected

• Exemplary emotional intelligence, resilience, communication, conflict management and problem solving skills required

• Ability to work professionally as a team member with staff, participants and community members

• Experience or strong interest in working with diverse populations including people from various cultural backgrounds, income levels, and sensitivity to their needs

• Experience with and commitment to using an anti-racism, anti-oppressive and trauma informed approach to consultation, program design, evaluations of processes and service delivery

• Must be dependable, professional, flexible, a team player, and have a positive attitude

• Respectful, supportive and engaging approach to persons with physical and/or cognitive disabilities, addictions, mental illness and other life challenges

• Excellent project, timeline and deadline management skills including skills in logistics, planning and detailed record keeping

Compensation:

At House of Friendship, we know that our team members are the key to the success of our organization and our ability to provide essential services to the community. In support of our mission and in alignment with our values, House of Friendship is committed to ensuring fair, market competitive, and rewarding compensation practices for all of our team members. We aspire to support our team members to create a great work environment where our team is able to thrive, succeed, and have a positive work experience.

House of Friendship compensation practices including our pay grid, have been developed using documented leading pay practices in the not-for-profit sector including Pathways to Decent Work(Ontario Nonprofit Network) and Ontario Living Wage Network. We value the experience that new team members bring to the organization and have a process in place to review previous related experience for placement on our pay grid.

We value the work that you do with fair pay and benefits:

• Time off includes three (3) weeks of vacation, 5 personal days and sick credits totaling approximately 12 days per year

• Full-time benefit plan including Extended Health Care (EHC), Dental, Group Life, Accidental Death and Dismemberment (AD&D), Long Term Disability (LTD), Flexible Spending Account and Employee & Family Assistance Program

• We believe strongly in supporting the mental health of our team members, including providing access to the Employee and Family Assistance Program, $2,000 for counselling services and our workplace Wellness and Psychological Health and Safety programs

• We help you save for the future by providing a retirement plan that includes a matched Group Pension Plan as well as a Group RRSP and a Group Tax Free Savings Account

Rate of Pay:

At House of Friendship all compensation ranges are categorized under a series of “grades” and we base our payment structure on internal equity. When determining rate of pay, a candidate’s past related experience will be taken into consideration.

Grade: 4

Min: $22.40

Mid: $25.65

Max: $28.90

Working Conditions: 

• 37.5 hours weekly; generally daytime, weekday hours (8:30am to 4:30pm)

• Either in person at office or hybrid option available; some on-site office work required

• Occasional evening and weekend work to support House of Friendship or community events

• Vacation may not be taken in December and January, or for 2 weeks after an appeal drops, due to high volume of workload

• Encountering participants at program sites who may be under the influence of alcohol or other drugs, and/or experiencing symptoms of mental illness can be expected

This role is being posted to fill a current vacancy.

House of Friendship is open and inviting to qualified candidates with lived experience.

House of Friendship supports justice, equity, diversity, and inclusion in our workplace. We strive to be a workplace free of harassment and discrimination and we are committed to removing barriers and being an inclusive, work environment. House of Friendship is a place where each person can bring their true selves and feel that they belong. We aspire to be an organization that is anti-racist and anti-oppressive so that our team, and therefore our community, can truly belong and thrive.

We invite applications from all qualified candidates and actively encourage applications from members of groups with historical and/or current barriers to accessing employment including, but not limited to Indigenous Peoples, members of racialized groups, persons with disabilities, women, and members of the 2SLGBTQIA+ community.

If you require accommodations to be able to participate fully at any stage in the recruitment process, including applying for this position, please let us know so that we can discuss accommodation options.  Accommodations will be provided upon request.

If you are as passionate as we are about serving the community, let’s talk.

To apply, please submit your resume and cover letter here:

https://house-of-friendship.hirehive.com/donor-relations-claims-coordinator-kitchener-on-BkID0Y

By end of day March 31, 2026.

Artificial Intelligence (AI) is not being used in the screening of applications.