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Annual Report 2022-23

Reporting on ACFID’s activities to ensure transparency and accountability


ACFID is the peak body for Australian NGOs involved in international development and humanitarian action.


ACFID works and engages with a range of strategic partners in addition to our members.


ACFID is governed by its Board, ACFID Council, and various expert and governance committees.


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Conference 2023

disruptive dynamics, inspired ideas

18-19 October 2023

Meet our Members

The ACFID membership is comprised of Australian NGOs that actively work in the international aid and development sector.

Become a member

Joining ACFID means joining an experienced and powerful mix of like-minded organisations committed to good international development practice.

Membership types & fees

ACFID has two types of organisational membership: Full Membership and Affiliate Membership.

State of the Sector

The State of the Sector Report provides a comprehensive and robust analysis of the state of the Australian aid and development sector.

NGO Aid Map

ACFID’s NGO Aid Map allows the Australian public and stakeholders to explore the work of ACFID Members around the world.

Development Practice Committee

The DPC is an expert advisory group of development practitioners leading good practice within the sector.

Our Focus

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Federal Budget 23-24 Analysis

Facts and figures on how aid is presented in this year’s annual budget

Strategic Plan

ACFID prioritises a robust response to climate change and pressure on civil society in developing countries, as well as other key priorities.

Emergency Aid

ACFID Members provide vital life-saving assistance in the immediate aftermath of an emergency.

Climate Change

Action on climate change is one of ACFID’s highest priorities, as it is an existential threat to humanity and our development.

Civil Society

Civil societies are a cornerstone of regional stability and ensure that the voices of the marginalised are heard.

Supporting NGOS

Supporting NGOs as Valuable Partners.

Inclusive & locally led development

Walking the talk on inclusive development.

Humanitarian Action

Taking humanitarian action for those in greatest need.

Elevating Development

Elevating Development to the Heart of Australia’s International Engagement.


Improving standards, practice and culture to prevent and respond to sexual exploitation, abuse and harassment.

Code of Conduct

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2022-23 ACFID Code of Conduct Review

The ACFID Code of Conduct is periodically reviewed to ensure it continues to reflect good practice and the needs of ACFID and its members.

Code of Conduct

The Code is a voluntary, self-regulatory industry code of good practice.

About the Code

Find out more about the Code of Conduct and how it operates.

Good Practice Toolkit

Overview and practical resources, and examples to support the implementation of the Code.

Spotlight on the Code

Provides a thematic ‘deep dive’ into each of the nine Quality Principles in the Code


This section outlines the responsibility to be taken by each Member to ensure compliance with the Code.

Complaints Handling

How to make a complaint and information on the Code’s independent mechanism to address concerns relating to an ACFID Members’ conduct.

Other Standards

Mapping the Code with other professional standards and principles in the humanitarian and aid sector in Australia and internationally

Home 5 JOBS 5 Senior Donor Support Coordinator – Regular Giving

Senior Donor Support Coordinator – Regular Giving

The Fred Hollows Foundation |
ACFID Member: 1
Location: NSW | Remote / Work From Home
Sub location(s): Sydney
  • Do you want to do work that really matters? Help us end avoidable blindness.
  • Full time, permanent role based in Sydney.  
  • Flexible work available post initial training period & onboarding



The Foundation is an international development organisation working to prevent blindness and restore sight.  We continue to carry on the legacy of Professor Fred Hollows, who believed every person had the right to quality eye care, no matter where they live. Over 30 years The Foundation has grown to work in more than 25 countries throughout Africa, South Asia, Southeast Asia, the Middle East and the Pacific, as well as in Australia. We have an ambitious five-year strategic plan that aims to take us even closer to realising our vision of a world in which no person is needlessly blind, or vision impaired and Indigenous Australians exercise their right to sight and good health.


The Foundation is also proud to announce that we were awarded the Employer of Choice Award (Public Sector and NFP) at the 2022 Australian HR Awards.



The role of the Senior Donor Support Coordinator – Regular Giving is to retain on-going support for Fred Hollows ‘Visionary’ Regular Giving program from inbound donors who contact The Foundation via phone, email, mail, and other channels enquiring about cancelling their regular giving pledge. Working in conjunction with the Supporter Services (Donation and Database) and Retention teams within the Direct Marketing area, this role is the main point of contact and support for inbound & outbound Regular Giving program donor enquires.



You will have the ability to engage with supporters and persuasively champion the work of the Foundation. You will also have meticulous attention to detail, organisational skills, and professionalism. Additionally, you will possess strong time management skills and ability to meet deadlines. Finally, you will have demonstrated experience working as part of a team and the ability to work independently.



  • Responding to all Regular Giving related emails and enquiries (Visionary inbox) and positive and negative feedback received from regular donors and the public (via 1800 phone, email, and SMS)
  • Coordinate all inbound communications and engage with donors enquiring about cancelling their regular gifts, handle their objections and determine if they are able and comfortable to continue supporting our work.
  • Works in conjunction with our Supporter Services (Donations & Database) team, acquisition, and retention teams to help maximize the lifetime value of FHF Regular Giving donors via our direct marketing programs.
  • Report on the effectiveness of donor saves initiatives against agreed timelines, metrics & KPIs.
  • Develop a best practice donor care and retention materials and provide appropriate training to the FHF Supporter Services (D&D) team on donor saves strategies, initiatives & approaches to assist FHF teams in retaining more regular donors and help achieve overall individual giving fundraising results & goals.
  • Updating donor records and the CRM to accurately reflect the donor interactions and preferences.
  • Undertake small outbound TM calling activities to thank, recognize & retain regular givers (e.g. credit card expiry, declines follow up for high value RGs, return to sender & no valid address mail and giving anniversaries etc.).
  • Provide additional phone, donor care, housekeeping & administrative support to our Supporter Services (Donations & Database) teams during peak appeal times throughout the year as required.



  • Demonstrated excellent donor/customer support experience.
  • Demonstrated CRM & database experience.
  • Demonstrated experience in developing scripts, approaches, and responses to assist in retaining customers/donors.
  • Experience of handling donor/customer enquires objections and feedback confidently & effectively.
  • Previous experience working within the NGO sector and supporter services teams/functions.
  • Previous experience in similar donor and or customer facing saves/retention role.
  • Experience in Telemarketing, Face-2-Face fundraising or similar.
  • Familiarity with fundraising databases


How we recognise your contribution

Through our internal programs and employee benefits we aim to create an environment where you will feel supported and empowered.  Whether your focus is on continuous learning, professional development or finding an environment which enables you to thrive while balancing family or personal commitments, we have a range of programs in place to support you. Including:

  • Generous salary packaging – we provide access to not-for-profit salary packaging options, which will increase your take home pay, we also offer 17.5% annual leave loading.
  • Flexible work environment – we focus on output, not hours and enable you to prioritise your health and wellbeing.
  • Generous leave allowances – we offer Paid parental leave; 5 days bonus leave every year; an annual Foundation-wide “Me Day”, birthday leave; and time off for culturally significant/ceremonial leave.
  • Ongoing commitment to your continuous learning and career development – through tailored leadership and professional development programs, access to LinkedIn Learning and focused development conversations.


To find out more about our benefits click here





Please apply directly via the “Apply” Button, please include a CV and Cover Letter. Should you have any questions regarding the opportunity please reach out to our Talent Acquisition Team at [email protected]  for a confidential conversation. Kindly note that CVs will not be considered through this email address.


Applications Close: Wednesday 13th of March 2024


Aboriginal and Torres Strait Islander people are encouraged to apply for this position.
The Fred Hollows Foundation is committed to protecting the rights of children and community partners in all areas where we work.  Applicants are advised that The Foundation reserves the right to conduct police checks and other screening procedures to ensure we maintain and promote a child safe environment.

Please note: We will not be accepting CV’s via agencies for this role.

Closing Date: Mar 13, 2024