Processing and Finance
Performed daily, this Donor Care process involves receiving and opening mail, scanning and batching donations into the CRM, and validating and reconciling each batch to ensure all gift information and donation records are complete, accurate, and ready for final posting
Daily OTG Mail Gift Processing & Batching
This quality is essential when supporting donors through payment declines, complaints, and sensitive inquiries.
Empathy
A key component of donor stewardship, this function strengthens donor loyalty, satisfaction, confidence. and connection to their impact. When neglected, it can become a leading cause of donor cancellations.
Accurate and timely tax receipting
Donor Care contributes to the overall success of these two broader fundraising portfolios
Mass Marketing and (MM& FO) & Philanthophy and Partnerships (P&P)
The average number live calls Donor Care fields on a BAU day
30-35/day
This documented standard defines the expected timeframe and quality requirements for completing donor-related activities, ensuring accountability, consistency, and an exceptional donor experience.
DC Service Level Agreemet (SLA)
This refers to the full set of legal requirements, regulatory standards, and internal guidelines that the Donor Care Team must follow when issuing tax receipts ensuring accuracy, transparency, and compliance with NGO and government rules.
CRA requirements & Audit standards
Donor Care supports these by contributing to the design of key stages of the donor journey, coordinating donor communications, and strengthening stewardship touchpoints, resulting in stronger donor trust and longevity
Fundraising campaigns
DC stewards # active monthly supporters
23,340 donors stewarded
This finance-related reconciliation process involves balancing all donations received during the week, validating donation records, and ensuring all contributions are accurately accounted for and recorded.
3,842 physical mails received
This Donor Care function focuses on strengthening relationships with donors and building long‑term donor trust through timely, meaningful communication.
Donor stewardship / journey
Donor Care's completion rate for reissuing missing, duplicate and replacement tax receipts within two business days during 2026, essential for donor retention
99.99%
Donor Care provides direct donor stewardship and operational support for teams whose function is to acquire, engage and solicit donors, including Direct Marketing, Email Marketing, Digital Advertising, F2F, DRTV, Telemarketing, Monthly Giving Platforms, Corporate Partnerships, Foundations, Major/Mid-Level Giving and Planned Giving.
Fundraising Channels
Donor Care supported this amount in Mass Marketing revenue during FY25
Over $11 Millon in Mass Marketing Revenue
Through personalized stewardship, proactive outreach, and donor support, this Donor Care strategy helps transform donor interactions into lasting relationships, reducing donor attrition and encouraging continued giving over time
Donor retention
Total number of consolidated tax receipts issued to active and completed monthly donors in 2026.
26,078 annual tax receipts
By participating in weekly meetings, sharing frontline donor insights, and coordinating with fundraising teams to align donor communications and ensure consistent supporter experience across channels, Donor Care helps strengthen this organizational objective.
Cross-functional fundraising strategy
This many donor upgrades were supported, representing more than 10% of the monthly donor base
2700 donor upgrades
This Q1 2026 fundraising metric represents the percentage of at-risk donors who remained active supporters after Donor Care's targeted retention and stewardship efforts, focussing on the impact of their continued giving.
9.91% (increase from 2% in 2025)
One-Time Gifts, Annual Consolidated, Corporate, Estate, Gift of Securities and Gfts in Kind are all examples of
Tax Receipt types issued by Donor Care
Donor Care supported these two new major fundraising channel launches
Direct Response Television (DRTV) and Digital Lead Conversion (DLC)
FY2025, Donor Care supported the acquisition of this many new monthly donors.
Over 6000 monthly new donors