The Chartered Institute of Fundraising (CIOF) has revised its guidance for charities interacting with donors who may be in vulnerable circumstances.
Last updated five years ago, the new Treating Donors Fairly guidance reflects changes in fundraising practices, legislation and regulation, including the recently revised Code of Fundraising Practice.
It also includes advice on digital fundraising, data protection and the charitable purposes soft opt-in for direct electronic marketing.
Designed for fundraisers, supporter-care teams and charity leaders, the guidance includes principles for donor care, consent and communication.
CIOF intends for its guidance to help fundraisers:
- Recognise when a donor may need additional support, without making assumptions based on their age, disability, health or appearance.
- Adapt their approach to individual needs, such as allowing more time to make a decision, providing information in accessible formats or offering to continue a conversation later.
- Know when to pause or stop a fundraising request if there are concerns about someone’s ability to make an informed decision.
- Record and respond to concerns appropriately, while protecting supporters’ personal and sensitive information.
It also emphasises that treating donors fairly is an organisational responsibility, not something that should fall solely on individual fundraisers.
CIOF director of policy and communications Claire Stanley said: “Anyone can experience vulnerable circumstances, but that doesn’t mean they should be excluded from supporting causes they care about.
“Fundraisers need to listen, avoid making assumptions and understand when someone might need extra time or support.
“Getting this right isn’t just about individual fundraisers making good decisions. Charities must give their staff and volunteers the training, policies and management support they need to respond confidently and sensitively.
“We hope this updated guidance encourages charities to look at their own practices and make sure they’re doing everything they can to put supporters’ needs first.”
CIOF also recently updated its public fundraising rule books – which cover door-to-door, private site and street fundraising – to reflect the new fundraising code.
