Organization Mission

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff.

UNRWA’s primary role is to offer humanitarian services in education, healthcare, relief, social services, infrastructure, camp improvement, and emergency response to over 5 million registered Palestine refugees across its five areas of operations: Jordan, Lebanon, Syria, the West Bank including the East Jerusalem, and the Gaza Strip. The agency also plays a key role in advocating for the rights of Palestine refugees and supporting their well-being until a durable solution to their plight is found.

Context

This UNV assignment is part of UNRWA”s Private Sector Partnerships (PSP) team, which is responsible for mobilizing private sector support, acquiring new donors, and ensuring that existing donors remain engaged and appreciated. As part of this mission, the Donor Care function plays a vital role in building trust, enhancing the donor experience, and ensuring supporters feel connected to the impact of their generosity. The Donor Care Officer will be responsible for managing donor communications and providing timely, empathetic, and accurate support to UNRWA’s individual donors. This includes responding to donor inquiries, processing requests, updating donor information, and collaborating with the fundraising team to ensure a seamless donor experience. The Officer will also contribute to developing systems and processes that improve donor retention and satisfaction.

National UN Specialist Volunteers in Jordan are entitled to:
• Monthly Volunteer Living Allowance (VLA) at the amount of JOD 1,145.08;
• Annual and learning leaves;
• Free Medical and life insurance;
• Free access to different learning platforms.

For more information on UN Volunteer benefits, entitlements and support, please visit:
https://www.unv.org/volunteer-your-country-conditions-service

Key Responsibilities

Within the delegated authority and under the direct supervision of the Donor Engagement Officer or his/her designated mandated representative(s), the UNV Donor Care Officer will:
• Serve as the first point of contact for donors, handling inquiries related to donations, UNRWA’s work, and donor account management, ensuring timely and professional responses.
• Support donors with changes to their giving (cancellations, upgrades, payment updates).
• Update and maintain donor records in the CRM system to ensure accuracy.
• Prepare donor acknowledgment messages, thank-you letters, stewardship materials, and other donor communications throughout the donor journey.
• Collaborate with the Digital Fundraising and Donor Retention teams to ensure donor-facing messaging is clear, accurate, and engaging.
• Optimize donor care systems and tools, ensuring that best practices are implemented, and donor feedback informs continuous improvement.
• Support with creating donor surveys, feedback mechanisms, and reporting.
• Support fundraising campaigns during peak periods by handling increased donor inquiries, personalizing donor communications, and ensuring smooth donor journeys.
• Perform other donor care-related duties as assigned.
• Any other related tasks as may be required or assigned by the supervisor.

Required Skills and Experience

At least 3 years of professional work experience at the national and/or international level in donor relations, customer service, communications, or other relevant programmes;
• Experience with CRM systems and digital platforms is an asset.
• Prior experience with NGOs, humanitarian organizations, or fundraising is desirable.

Core Competencies

• Strong verbal and written communication skills.
• Empathy and professionalism in dealing with donor concerns.
• Problem-solving and attention to detail.
• Teamwork and collaboration across functions.
• Time management and ability to prioritize tasks.
• Commitment to UNRWA’s mandate and humanitarian values.

Living Conditions

Amman, the capital, is a peaceful city with over four million residents. People are friendly to visitors. Services in terms of banking, transportation, health and communications are easily available. Though Arabic is the official language, English is widely spoken among the majority of the population, especially in Amman. Road network is good both in terms of spread and quality of the roads. Public transportation in Amman is limited. Taxis are relatively cheap and easily available. There are a number of shopping malls, restaurants, gyms, and cinemas. A large variety of accommodation options can be found; however, it is worth noting that prices in Amman have generally increased in the past few years. There are no specific security threats. Amman is a very easy city in which to live; large, many amenities, very modern and serviced by an international airport with direct flights to most capital cities. According to the assessment of the UN Department of Safety & Security (UNDSS) Jordan is a family duty station (category A hardship). As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials. National UN Volunteers are part of the insurance plan.