About the Institute
Located on Gadigal and Bidjigal land (Randwick NSW), Black Dog Institute is the only Medical Research Institute in Australia to investigate mental health across the lifespan, our aim is to create a mentally healthier world for everyone. For the past 20 years, we have been at the forefront of mental health research. Leveraging our relationships with stakeholders and donors, we join the dots by connecting research answers expert knowledge, and the voices of lived experience to deliver solutions that impact and boost the health care system for patients and practitioners alike.
Benefits
- Hybrid work, 1-2 days per week in office (choose your days, consistent team collaboration days where possible)
- 35 hour work week, flexible hours agreements
- Family first, people first culture, we put our research into action at work to make sure we maintain mental health and wellbeing at work
- Pet friendly workplace
- Employee discounts
The Role
Reporting to the Campaign Manager, the Campaign Officer will focus on the participant support and community management of Black Dog Institute’s fundraising campaigns eg, One Foot Forward, Mullets for Mental Health.
The Campaign Officer will be the first point of contact for all campaign enquiries and is responsible for answering and responding to enquiries through email, social media and phone.
This role will also assist with other campaign related administration tasks and activities including VIP support, outbound welcome and thank you calls, data entry etc
Duties & Responsibilities
Campaign Administration
• Answer fundraising enquiries through multiple communication channels including but not limited to email, social media and phone calls.
• Provide outbound follow up service for fundraisers and donors.
• Perform welcome and thank you calls to VIP fundraisers to build and strengthen important supporter relationships as and when needed.
• Complete additional administration and data entry processing as required.
• Updating internal documentation, including Confluence how-to process documents and frequently asked questions (FAQs).
• Utilise independent judgment with impeccable decision quality and understanding of when and how to escalate.
• Work with team lead and internal campaign stakeholders to answer fundraiser enquiries and improve shared processes and ways of working.
• Other reasonable tasks as expected in line with campaign objectives when working within a rapidly growing and evolving organisation.
Online Community Moderation
• Identify and engage with our online community by analysing and responding to content on company-owned and controlled social sites, such as a community forum, news site, live event, or a brand's Facebook page.
• Moderate the campaigns paid social ads and comments, community Instagram page, and organic social media comments.
• Support day-to-day moderation across multiple social media on our social media pages.
• Engage in outreach communications with participants in our Instagram community, for additional VIP support and relationship building plus approval for user-generated content and Mullets lived experience stories.
• Gather supporter feedback and report back to the social media and supporter relations team with information when participants and supporters require further action.
Work Health and Safety
• Comply with all WHS legislation and BDI WHS Policy and Procedures.
• Report any WHS hazards and significant issues to Head of Operations, People & Culture delegate.
• Work in a safe manner, applying duty of care.
Note: the list of responsibilities is not exhaustive, and the Institute may change or request additional activities to meet the operational needs of the business.
Skills & Experience Required
Essential Criteria
- 1-2 years’ work experience in an assistant level not-for-profit, customer service or marketing communications role.
- Experience in moderating and coordinating digital marketing channels, particularly with sensitive and challenging content. This includes social media platforms such as Facebook, Instagram, TikTok, LinkedIn and X.
- Excellent interpersonal and oral communications skills, and the ability to work both independently and as part of a team.
- High level of attention to detail in grammar, writing and proofreading.
- Ability to take a proactive approach and complete tasks on time and to a high quality.
- Demonstrated confidence and self-starter, with a passion for learning.
Desirable Criteria
- Empathy or alignment with mental health and wellbeing.
- Funraisin platform experience or similar platform.
- Zendesk customer support experience or similar platform.
- Sprout Social community moderation experience or similar platform.
- Past experience producing photo and video content for organic and paid social media.
EEO Statement
Black Dog Institute is committed to achieving a diverse and inclusive workforce that reflects our wider community. We ensure equal employment opportunity for all, regardless of age, appearance, carer status, cultural and/or racial background, disability, gender identity, lived experience, religion or sexual orientation.
How to Apply
To become a part of the Black Dog Institute team, follow the link to ELMO to apply and submit your most up to date resume. If you are shortlisted for the role, we will call you and let you know you are successful. Please do not respond to any suspicious emails requesting you to upload your ID or personal details. We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.
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