Pilgrims Hospices Supporter Relations team are the listening ears, guiding people through the immensely important journey of making a donation, whether through fundraising, in memory or legacy giving.
This team is surprisingly small, consisting of just three dedicated and knowledgeable individuals, whose skills help to make gifting to Pilgrims Hospices a warm and memorable experience.
Picking up the telephone to make a donation could be one of the most challenging things to do, especially as this can evoke memories of troubled and sad times. Speaking to a skilled and compassionate member of Pilgrims Supporter Relations team can be the beginning of a long and successful relationship as a donor, making a difference to people who need Pilgrims’ care now and into the future.
Hannah Sole, Supporter Relations Manager has a wealth of almost nine years of experience with the team. She joined with her administration skills, and now heads up the team who can handle hundreds of calls and enquiries from supporters each month.
When we volunteer at events, it’s lovely to meet face to face with some of the people we’ve spoken to on the phone, they are always heart-warming moments.
Hannah, Supporter Relations Manager
Hannah explained: “It’s a diverse role, and the team is trained to handle all aspects of the job, therefore any one of us can help with any enquiry.
“We process donations, event registrations, and compile the data for colleagues in order for them to run challenges and fundraisers throughout the year.
“Last year, the team processed almost 54,000 donations from our generous supporters. We deal with most departments across the charity, and on all three sites in Canterbury, Ashford and Thanet, whether it’s financial or supporter and fundraising led. We mail more than 7,000 letters each year, conveying thanks for donating or registering to get involved.
The team are regularly found volunteering at events on the registration desks, marshalling supporters or presenting finishers medals, amongst many other things.
Hannah added: “When we volunteer at events, it’s lovely to meet face to face with some of the people we’ve spoken to on the phone, they are always heart-warming moments. And, this can really help us to understand more about the people who support us and how we can best help them with our roles within the team.”
Toby Frost is the newest member of the team with 18 months of Pilgrims experience, he said: “I never get a Monday morning feeling with this job.
“It really is no accident that people come to work for Pilgrims Hospices, my mother-in-law was cared for by the Ashford team, and I’d seen first hand how people have the very best care to support their quality of life until the very end.
“My wife Jane saw the job vacancy advertised, I had become disillusioned with working for a large company, I just wanted to have a role that would help to make things better in the world. Jane knew this would be a brilliant role for me, and I applied and was offered the job. It’s great not to have that sinking Sunday feeling anymore.”
Speaking with people about their donations and enquiries is so interesting, if not very emotional sometimes. However, I’m always rewarded with knowing I’m helping our supporters to do something very special and ensuring that Pilgrims can continue with important care in our community.
Toby, Supporter Relations team
When asked if he had a particular favourite part of the job, Toby said: “Speaking with people about their donations and enquiries is so interesting, if not very emotional sometimes. However, I’m always rewarded with knowing I’m helping our supporters to do something very special and ensuring that Pilgrims can continue with important care in our community.
“With training, I’ve learned new skills and adapted existing ones to meet the compassionate environment that I work in. I’m very proud to be part of the team.
“Everything here at Pilgrims is so inclusive, we work closely with our clinical and non-clinical colleagues to provide the very best care for the patients and their families.
“I particularly love lunchtimes at the hospice, I get a chance to meet volunteers and colleagues from across the charity in our staff cafe.
“The catering team provide the most amazing menus, to meet the individual needs of patients and also the best lunchtime meals for staff and visitors; there’s always something lovely to try!”
Pilgrims’ Supporter Relations team
Trisha Smith has been a valued member of the team for over three years.
She told us: “I’ve always been an active fundraiser, ever since I can remember, supporting charities by taking on challenges and raising funds for important causes.
“I also have personal experience with Pilgrims Hospices; my dad died at the Canterbury hospice in 2009. The care we received was very special, I was also looked after by the bereavement team after Dad’s death. Thereafter, I became a regular Pilgrims’ volunteer, helping at, or taking part in fundraising events, and helping with donation bucket collections. I have a background in administration and education and knew that I’d like to be part of the Pilgrims Hospices workforce. I regularly checked the Pilgrims website for vacancies and applied when I saw the Supporter Relations role appear.
“I really enjoy all aspects of my job, helping people with queries regarding donations, listening to their stories, and generally being able to allow them to speak freely about their Pilgrims experiences.”
The team are sometimes one of the first calls that a grieving family member has made after the death of someone close to them; people find comfort in speaking to someone who knows about the hospices and the care and support offered here.
What could appear to be a quite a simple day-to-day role within the charity, is actually a very important cog in the Pilgrims’ wheel. We hope this small insight into our friendly trio will help you to feel comfortable and able to pick up the phone if you need to, and speak with your supporter relations team.
To find out more about the different ways you can donate to Pilgrims Hospices, visit pilgrimshospices.org/donate.
Pilgrims Hospices cares for thousands of local people each year, free of charge, during the most challenging time in their lives. They offer care and support in people’s own homes, in the community and in their inpatient units as well as running a 24-hour advice line.
3rd March 2023
Take a virtual tour of Pilgrims Hospices
What do you think a hospice looks like?
Many people imagine a ward and beds, a space where people spend their last days, but that is just a small part of what they offer.
Our hospices feature beautiful, tranquil landscaped gardens, professional kitchens where fresh meals are prepared daily, family lounges where patients can spend precious moments with their loved ones, Therapy Centres where we run our popular wellbeing groups, areas for spiritual reflection, and so much more.
Kate White, Head of Nursing, explains how our new virtual tours can be a helpful first step for someone considering coming into one of our hospices, and also for healthcare professionals when referring patients to Pilgrims’ services:
“The prospect of coming to a hospice can be daunting, so being able to see what it looks like can help to alleviate that. The virtual tours give people an idea of what to expect when they come to the building, and hopefully to see how the hospice is a home from home with plenty of creature comforts. To be able to view the hospice this way can also save patients and families valuable time when this is most precious.
“The tours can also enable healthcare professionals in hospitals and other settings to show patients at the bedside what the hospice looks like, to explain facilities and view the environment before physically entering the hospice. This brings the conversation to life, aids the discussion and may help to lessen the fear of the unknown. They help to show that the hospice is a calm and homely environment with a range of facilities, allowing patients and families to make the best of one of the most difficult times in their lives.”
Each year, Pilgrims Hospices give care and comfort to thousands of people in east Kent coming to terms with an illness that sadly cannot be cured. The charity supports patients to live life as well as possible until the very end, free from pain and distress. Care is provided from three hospice sites in Ashford, Canterbury and Thanet, as well as in patients’ own homes. To offer these services to patients and their families the charity must raise £11 million each year from the generous local community.
27th February 2023
Introducing the Mental Health First Aider role to support Pilgrims’ staff and volunteers
The need for mental health support became prevalent during and after the COVID-19 pandemic; in meetings, it consistently came up that staff were feeling exhausted and had low morale. Karena Marks, Clinical Business Manager, was already trained as a Mental Health First Aider (MHFA), and she saw there was a gap it could fill within the charity.
We asked staff for expressions of interest in becoming a MHFA; once a team was in place, they completed a two-day training course to gain the tools needed to support their colleagues and our volunteers. The role is now included within our wellbeing strategy.
Karena explains what the role involves and how it is supporting Pilgrims’ teams:
“All workplaces have a first aider onsite to deal with accidents or injuries. It’s just as important to have someone to help people with their mental or emotional wellbeing, too.
“Mental ill health is the highest cause of sickness absence, and it can affect anyone. Companies are realising that their employees may be struggling to cope, especially in healthcare professions and within the current cost of living crisis.
“High-profile, public figures regularly speak out about their own struggles with mental ill health and social media awareness campaigns are growing.
“There is a dedicated World Mental Health Day on 10th October each year, too.
“We all need to be open about our mental health and willing to create a supportive environment where we can look after each other; this is where the MHFAs come in.
“MHFAs are trained to spot the early signs of mental ill health in others. They are a first point of contact and reassurance for people experiencing emotional distress or suffering with mental health problems including stress, anxiety and depression. This interaction could range from having an initial conversation through to supporting the person to get appropriate help. The MHFA role also acts as an advocate for mental health in the workplace, helping to reduce stigma and cultivate positive change. MHFAs work to create an environment where we are all looking after each other.
“Our MHFAs are not trained counsellors or therapists, but they provide a confidential and safe place to talk and just ‘be’. They take time to listen and give the emotional support needed, without judgement.
“They are also trained to assess the risk of self-harm, physical safety or even a risk to life to you or others around you. If there is a serious concern, this is reviewed confidentially and action will be taken to protect you and/or others. MHFAs know how to contact appropriate emergency services, if required.
“Many people find that just having a supportive, listening ear and a safe space is all that they need, but our MHFAs are available for continued support, if helpful.”
What’s next?
The MHFA role at Pilgrims is constantly evolving; the team meet bi-monthly to discuss how we can ensure everyone is aware that ‘we are here if you need us’.
We are aiming to ensure that the MHFA role is explained as part of our induction for new staff and volunteers, so that new starters know about the support available to them.
We have branded posters and contact cards that will be shared around Pilgrims’ sites, and we’re planning a roadshow – we will visit each site to give out the cards and explain what MHFA is, to further embed the support we offer.
We use relevant apps to ensure we have the latest signposting information to hand when needed.
To find out more about Mental Health First Aid, click here.
Each year, Pilgrims Hospices give care and comfort to thousands of people in east Kent coming to terms with an illness that sadly cannot be cured. The charity supports patients to live life as well as possible until the very end, free from pain and distress. Care is provided from three hospice sites in Ashford, Canterbury and Thanet, as well as in patients’ own homes. To offer these services to patients and their families the charity must raise £11 million each year from the generous local community.
We’re enjoying the cooler autumnal evenings and looking forward to more great events. We hope you’ll join us in celebrating all things Pilgrims in the coming months.
Our fundraising activities and your generosity, mean that we are able to continue to offer our end-of-life services to our local communities when and where they need it. With your help and support, we intend to continually develop and improve our services so that we are still here, still caring, both now and in the future.
Please keep safe and well.
Best wishes,
The Pilgrims Hospices team
Each year, Pilgrims Hospices give care and comfort to thousands of people in east Kent coming to terms with an illness that sadly cannot be cured. The charity supports patients to live life as well as possible until the very end, free from pain and distress. Care is provided from three hospice sites in Ashford, Canterbury and Thanet, as well as in patients’ own homes. To offer these services to patients and their families the charity must raise £11 million each year from the generous local community.
We’re enjoying the lighter days and looking forward to a summer of great events. We hope you’ll join us in celebrating all things Pilgrims in the coming months.
In this edition, you’ll find:
Introducing Always Caring, our new supporter programme
Our fundraising activities and your generosity, mean that we are able to continue to offer our end-of-life services to our local communities when and where they need it. With your help and support, we intend to continually develop and improve our services so that we are still here, still caring, both now and in the future.
Please keep safe and well.
Best wishes,
The Pilgrims Hospices team
Each year, Pilgrims Hospices give care and comfort to thousands of people in east Kent coming to terms with an illness that sadly cannot be cured. The charity supports patients to live life as well as possible until the very end, free from pain and distress. Care is provided from three hospice sites in Ashford, Canterbury and Thanet, as well as in patients’ own homes. To offer these services to patients and their families the charity must raise £11 million each year from the generous local community.
2nd September 2020
Welcome to Pilgrims Matters virtual edition for Autumn 2020
Looking to the future
Welcome to this, the first virtual edition of Pilgrims Matters! As Christmas approaches, we take time to focus on the positives and share the many ways our community comes together in support of others.
In this edition you will see:
How Pilgrims’ own research nurse is helping lead the fight against Coronavirus;
the many ways that you have helped change the face of fundraising;
the steps we have taken at Pilgrims to ensure our patients are still receiving our expert care and support;
and a look at the success of the UK’s first hospice remembrance film and our next annual remembrance, Trees of Love.
This has been a year of firsts for many of us, giving us new perspectives and ideas. COVID-19 has dominated our conversations, our thoughts, and has had a huge impact on how we go about our everyday business. We hope this first online Pilgrims Matters provides some inspiration for other ways you can get involved, and tells you a little more about how your incredible support has enabled Pilgrims to be Still here, Still caring.
