CDE project 11f face to face: sec­tion 9 — audit­ing and compliance

Written by
The Commission on the Donor Experience
March 21, 2017

Auditing the agencies that fundraise on your behalf is crucial to gaining a full understanding of whether they comply with your policies, and those of our regulators. Working with the agency is key to this and will provide far greater confidence in the work that they do on your behalf. St John Ambulance audits both their face to face and telephone agency regularly, meaning that the recent updates on the code of practice could be well planned, changes can be communicated across both the agencies management structure, and the charities. This process should not be one that people fear, it is to reassure all that the charity and agencies were compliant with data law, and Fundraising Regulations. Once the new policies are established and understood, it makes working together far easier, and at St John has led to the implementation of a safeguarding processes that supported the agencies recruitment process. A digital training and recruitment portal was designed so that all new candidates applying for the role log-in and take a Safeguarding the Vulnerable module, which ends with a test. Those scoring less than 80% are then unsuccessful in progressing to an interview. This has offered assurance across the Trustee Board at St John Ambulance that the allegations the agency faced in 2015, that they were targeting the vulnerable, were unfounded.

Black listing those that don't do a good job has often been brought up in discussions between agencies, in-house teams, and regulatory bodies. References are not often supportive in terms of a fundraiser's conduct whilst they have been in work at a previous agency and legally this is not able to given by the previous employer when you seek them. There are possible ways in which we can safeguard the face to face industry, and those are illustrated in the 'Putting the principles and actions into practice section' below.

Click on the image below to view project 11f in full - PDF format.

About the author: The Commission on the Donor Experience

The CDE has one simple ideal – to place donors at the heart of fundraising. The aim of the CDE is to support the transformation of fundraising, to change the culture to a truly consistent donor-based approach to raising money. It is based on evidence drawn from first hand insight of best practice. By identifying best practice and capturing examples, we will enable these to be shared and brought into common use.

Related case studies or articles

CDE project 11f: face to face

The following paper looks at the way the experience for face to face fundraisers, both within agencies or in-house operations, has a direct impact on the way a supporter then experiences their journey with you as a charity.

Read more

CDE project 11f face to face: section 2 - agreeing the principles of your relationship

How to implementing a practical strategic process successfully. 

Read more

CDE project 11f face to face: section 4 - recruitment and training

Recruitment of your fundraisers and/ or your external specialist agency.

Read more

CDE project 11f face to face: section 5 - ongoing development

By investing more in staff over their initial induction period, you can keep more staff, and retain more of the supporters that they go on to recruit.

Read more

CDE project 11f face to face: section 6 - involvement devices and props

In 2004, Gift Fundraising took Personal Digital Assistants to the street for the first time! Gone were the paper mandate forms, (unless the server was down), and the novelty of the personal data system was unleashed upon the face to face world. 

Read more

CDE project 11f face to face: section 7 - location and integration

Over the last 5 years, face to face fundraising has been moving to private sites. The danger here is that the annoyance of face to face is just moving location.

Read more

CDE project 11f face to face: section 8 - public relations

Celebrating face to face publicly and changing the perception of what a face to face fundraiser is should be looked at in earnest. Some members of the public simply find it an annoying interruption in their day-to-day lives.

Read more

CDE project 11f face to face: putting the principles and actions into practice

  • Welcoming the supporter and further communication.
  • Upholding Good Practices
Read more

CDE project 11f face to face: appendix 3 - methodology

My approach to pulling this paper together was to firstly reach in to the depths of my own experiences over the past 16 years.

Read more