Hiring for “heart & head” in NFP support roles: Why balance matters more than ever

It’s easy to find a fast typist. It’s much harder to find someone who can manage a complex diary while treating every person who walks through the door like they’re the most important person in the building. In the not-for-profit space, support roles aren’t just about administration, they’re about impact. The best hires bring both capability and compassion, balancing precision with people skills. As recruiters working closely with not-for-profit (NFP) organisations, we see first-hand that success comes from hiring for both “heart” and “head.”

Why balance matters more than ever

In many sectors, hiring for support roles can lean heavily toward technical competence, calendar management, reporting, and stakeholder coordination. But in the NFP world, that’s only half the equation. These roles often sit at the centre of sensitive interactions, whether it’s coordinating with a Board, supporting an overwhelmed team, or being the first point of contact for a donor or a service user. 

The “head” ensures things run smoothly: deadlines are met, grant acquittal cycles are tracked, compliance requirements are handled, and Board packs are delivered flawlessly.

The “heart” is what transforms a good hire into a great one, someone who can respond to a vulnerable caller with empathy, adapt their communication style to different stakeholders, and represent your organisation’s values in every interaction.

Hiring managers who prioritise both elements tend to build stronger, more resilient teams. It’s not just about capability, it’s about alignment with purpose.

The “head”: technical excellence still matters

Let’s be clear, technical skills are non-negotiable. In NFP environments, support roles often carry a level of complexity that rivals (and sometimes exceeds) the corporate sector. Managing competing priorities across programs, navigating funding deadlines, and ensuring documentation aligns with compliance frameworks requires a high level of organisation and attention to detail.

For example, understanding the rhythm of grant acquittal cycles is critical. A candidate who can proactively track milestones, gather required data, and coordinate internal stakeholders will save significant time and reduce risk. Similarly, experience supporting Boards or executive teams, preparing agendas, minutes, and reports, is a core capability that ensures governance processes run smoothly.

But beyond ticking boxes, the strongest candidates demonstrate initiative. They anticipate needs, problem-solve independently, and bring structure to ambiguity. These are the individuals who don’t just keep things moving, they elevate how the organisation operates.

The “heart”: The often overlooked differentiator

This is where the real difference shows.

What truly sets NFP support professionals apart is their ability to engage with people in a meaningful way. These roles are often the emotional front line of an organisation. Whether it’s a donor making a contribution, a community member seeking support, or an internal team member under pressure, the way interactions are handled matters deeply.

Empathy, discretion, and emotional intelligence are critical. A candidate might have flawless admin skills, but if they struggle to navigate sensitive conversations or lack warmth in their communication, the impact can be felt across the organisation.

This is particularly important in areas like donor relations. Support staff may be responsible for acknowledging contributions, coordinating events, or maintaining CRM systems, but they also play a role in shaping the donor experience. A thoughtful, personalised approach can strengthen relationships and encourage ongoing engagement.

In interviews, these qualities can be harder to assess, but they’re often revealed through examples. How has the candidate handled a difficult stakeholder? How do they prioritise competing demands while maintaining a positive approach? These insights are invaluable when hiring for “heart.”

Finding the balance: Practical tips for hiring managers 

So how do you effectively hire for both “heart” and “head”? It starts with being intentional in your approach.

A few practical ways to strengthen your process:

1. 1. Assess both technical and behavioural capability
      Design your interview process to assess both technical and behavioural competencies. Include scenario-based questions that reflect real challenges in your organisation, such as managing a last-minute Board change while handling an urgent external enquiry. This helps you see how candidates think and respond under pressure.

   2. Look beyond the CV
      Experience is important, but so is attitude. Candidates who demonstrate a genuine connection to your organisation’s mission often bring an added level of care and commitment to their work.

   3. Involve multiple perspectives in the hiring process
      Team members who will work closely with the role can often provide valuable insight into cultural fit and interpersonal strengths.

   4. Partner with a specialist recruiter
      Don’t underestimate the value of partnering with a recruiter who understands the NFP landscape. The nuances, whether it’s navigating funding cycles, supporting fundraising teams, or balancing stakeholder expectations, require a tailored approach to sourcing and screening candidates.

Final thoughts: Hiring for impact, not just output 

At its core, hiring for support roles in the NFP sector is about more than filling a gap, it’s about strengthening the foundation of your organisation. The right person doesn’t just complete tasks; they enhance how your team operates, how your stakeholders feel, and ultimately, how your mission is delivered.

When you find someone who brings both “heart” and “head,” you’ll notice the difference immediately. Things run smoother, interactions feel more meaningful, and your team is better supported to do what they do best.

If you’re looking to build a workforce with both “heart & head”, I’m always happy to connect. I specialise in the recruitment of Business Support roles within the NFP sector. Contact me, Laura Sergeant, on 0494 388 732 or via laura@johnsonrecruitment.com.au to start a confidential conversation about your business support needs.