Institute of Fundraising launches new ‘call levelling’ to support telephone fundraisers

IoF logo

22 November 2017

The Institute of Fundraising (IoF), the professional membership body for charity fundraisers, is today launching their new ‘call levelling’ tool for telephone fundraising.

The online training system, designed to improve and calibrate call monitoring and compliance in telephone fundraising, will be freely available to IoF members on an e-learning platform from Wednesday 22nd November 2017. It will be used to support, guide and enable those who monitor calls to help bring greater consistency in standards of call monitoring across the sector.

The service aims to encourage a consistent understanding of the regulations and guidance that telephone fundraising is subject to. The IoF Compliance Directorate identified a need for the tool after consulting with members who felt there was too much inconsistency in how people were scoring monitored fundraising calls. IoF members can use this new system to help train their monitoring staff and to enable a more balanced approach.

The ‘call levelling’ tool will allow for review of call monitoring within organisations. Staff members can log in and listen in on calls based on genuine conversations, which have been pre-recorded, adapted to fit a fictitious charity and anonymised. Users will then be asked to assess the call by answering a series of questions, learning how to apply consistent levels of objectivity to call listening.

The tool can also be used to train fundraisers by using the calls as discussion points in training, looking at what was good or not so good in the different calls.


Tamsin Mitchell, Compliance Manager at the Institute of Fundraising, said:

“This is a great and flexible tool which is aimed at supporting our members and providing confidence that monitoring of calls is taken seriously, requiring considerable knowledge and skill. Telephone fundraising really is a great way to reach out to supporters and our members are keen to maintain and improve on the already high standards achieved. The Institute of Fundraising is keen to support its members in this aim.”


Stephen Service, Policy Manager at the Fundraising Regulator, said:

“Call monitoring is an important safeguard for charities and telephone agencies to ensure their staff comply with the Code of Fundraising Practice. We welcome the IoF’s new tool as a way for these organisations to apply appropriate monitoring levels within their fundraising.”

The call levelling tool can be found on the IoF website here.

The programme consists of an introductory module followed by 9 further modules. Following completion of the introductory module and 2nd module, participants will be able to access further modules at 6 weekly intervals.

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For further information, please contact Felicity Spencer-Smith, External Affairs Officer via or on 0207 840 5493