Donor Care Officer - Internally Only, 14

Org. Setting and Reporting

UNRWA, the largest United Nations operation in the Middle East with over 30,000 staff working across five areas of operation, is looking for highly committed personnel wishing to make a change. If you are passionate about building meaningful relationships with donors and helping connect people around the world with Palestine Refugees in need, UNRWA would like to hear from you. The Donor Care Officer reports to the Donor Engagement Officer (Digital Fundraising), P3.

Responsibilities

Acts as the primary focal point for donors, overseeing and managing all oncoming inquiries related to donations, UNRWA’s work, and donor account management, ensuring timely and professional responses that uphold high standards of service and engagement. Supports donors in managing updates to their contributions, including cancellations, upgrades, payment modifications, ensuring positive and seamless donor experience. Maintains and regularly updates donor records in the CRM system, ensuring completeness, accuracy, and adherence to confidentiality, data protection, and quality assurance standards. Manages communications related to donors by preparing professional acknowledgment messages, thank-you letters, stewardship updates, and other tailored materials throughout the journey. Collaborates closely with the Digital Fundraising and Donor Retention teams to review, analyze and validate donor-facing messaging, ensuring clarity, accuracy, strategically aligned, and effectively engages donors. Designs and optimizes donor care systems and tools, implements in system workflow, data management, and reporting, while monitoring systems performance and user utilization. Overseas and analyses donor feedback to identify gaps for continuous improvement. Supports donor feedback mechanisms, including designing donor surveys, analyzing data to assess satisfaction levels, and preparing comprehensive reports and recommendations that inform decision-making. Supports fundraising campaigns during peak periods by handling increased donor inquiries, personalizing donor communications, and ensuring smooth donor journeys.

Competencies

UN Core Values of lntegrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default. Default managerial competencies may apply. Functional i. Formulating Strategies and Concepts ii. Deciding and Initiating Action iii. Applying Technical Expertise iv. Adapting and Responding to Change v. Relating and Networking

Education

A university degree from an accredited educational institution in communications, Business Administration, Marketing, International Relations, or other relevant fields.

Job - Specific Qualification

Not available.

Work Experience

A university degree from an accredited educational institution in communications, Business Administration, Marketing, International Relations, or other relevant fields is required. At least four years of relevant work experience at the national and/or international level in donor relations, customer service, communications, or other relevant programmes is required. Excellent command of spoken and written English is required. Prior experience with NGOs, humanitarian organizations, or fundraising is desirable. Experience with CRM systems and digital platforms is desirable. Do you currently hold a contract of 1 year or more with UNRWA? If yes, please confirm whether you have completed your mandatory probation period. It is required Are you a registered Palestine refugee? If yes, please provide your Ration Card Number. It is highly recommended to respond to this question in order to assist us in further assessing your application is required. Do you have close relative(s) in UNRWA (mother, father, daughter, son, sister brother)? If yes, please provide full name(s) and relationship is required. It is highly recommended to respond to this question in order to assist us in further assessing your application. Please explain below. Are you currently residing in Duty station. Please specify your current location. It is required. Please explain how you meet this criterion using examples. Indicate your current involvement in any outside activities, as it is required. Including but not limited to employment, independent contractor/freelance consultant, board member (corporate, academic, etc), expert group, lobby, public speaking/writing (article, book, blog, social media etc), teaching, conferences, training, press statement, voluntary work, political activity, fundraising/donation for non-UNRWA entity, running for public office, role in political party or orgs, owning business, work for gov./NGO/private company/charity, UNRWA partner/vendor, full/part-time, paid or not. A “yes” answer doesn’t necessarily lead to exclusion from future work at UNRWA, yet misrepresentation in providing accurate/complete info can lead to disqualification/termination of appointment, if hired.

Languages

English and French are the working languages of the United Nations Secretariat. For this job opening, English is required. Arabic is desirable. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).

Required Languages LanguageReadingWritingListeningSpeakingEnglishUN Level IIIUN Level IIIUN Level IIIUN Level III

Desirable Languages

LanguageReadingWritingListeningSpeakingArabicUN Level IUN Level IUN Level IUN Level I

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

Type of Contract: Fixed Term Appointment for 1 year, subject to the availability of funds, satisfactory performance, and continuing need. Grade and Salary: Grade 14 Monthly basic salary JD 919.80. The salary may be subject to a reduced work schedule. Other benefits: Other benefits include a monthly Provident Fund contribution (15.4% of basic salary paid by the Agency), compulsory medical insurance, 30 days of annual leave, and dependency allowance (if applicable). Additional benefits: - 2 days of sick leave for each completed month of service. - 14 weeks of Maternity Leave. - 2 weeks paternity leave. This vacancy notice is open to INTERNAL CANDIDATES ONLY. Only candidates residing in Amman, and within commuting distance of the duty station with authorization to work in the duty station at the time of application are eligible to apply. The Agency will not assume responsibility or accountability to support or facilitate the issuance of work permit in Jordan, and without a valid work permit, the appointment may be rescinded. - The incumbent may be required to travel in the Agency’s area of operations. - The incumbent may be required to work outside normal duty hours and on call basis. Preference will be given to registered Palestine refugees and candidates assisting the Agency to meet its commitment to gender parity. Only applications that have been fully completed in UNRWA's online e-recruitment system inspira will be considered and no late applications will be accepted. The Personal History Profile (PHP) should be completed with full work experience under the experience tabs as per the requirements in the Job Opening. All university degrees must also be stated where applicable. UNRWA personnel must ensure adding their contract type and grade level. For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under "Category" RLG, scroll down to see all categories, then select their local grade. Given the large pool of applicants, only shortlisted candidates will be contacted for further assessment. Applicants applying to positions for Grades 12 to 20 or LDC Bands E to H must submit a cover letter/motivational statement in order to be considered. Providing incorrect or misleading information on an application form will result in the immediate disqualification of the candidate. Advertisements published in English will only accept applications in English, other language submissions including Arabic will not be considered. UNRWA welcomes applications from qualified candidates with disabilities. A roster may be created from the selection exercise, and successful candidates may become eligible for appointments to the same post or a similar post, when the need arises. Equivalency: Equivalency may apply for this post. NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination. The Agency disqualifies applicants whose name appears on the UN Sanctions List or a UN database of staff separated for reasons of misconduct or of staff who separated while a misconduct process was pending. UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers about staff members who have been separated for misconduct, or who have separated while an investigation and/or disciplinary process for misconduct is underway; and those individuals may be prohibited from employment with the United Nations. UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestine refugees achieve their full potential in human development under the difficult circumstances in which they live. For more details on UNRWA, please visit: https://www.unrwa.org Please note that pursuant to the Staff selection system policy (ST/AI/2025/2): (1) Applicants for positions in the Field Service category cannot be of the nationality of the country where the position is located, and (2) Applicants for positions in the Professional and higher categories in a mission, field operation, or resident coordinator’s office cannot be of the nationality of the country where the position is located. For currently serving staff of a United Nations Common System organization, only the UN-recognized nationality will be considered for the purposes of these restrictions.

United Nations Considerations

Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her. UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups. At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. UNRWA Considerations UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List. UNRWA is a non-smoking work environment. Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) DOES NOT CHARGE A FEE OR REQUEST MONEY FROM CANDIDATES AT ANY STAGE OF THE RECRUITMENT AND ONBOARDING PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING, ONBOARDING). UNRWA DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.