What does it take to shift an entire organization to a “sustainer-first” mindset — and keep donors engaged for the long haul?
In this episode of the Sustainable Giving podcast, host Dave Raley sits down with Sofia Machado Lemus, Director of Multi-Channel Fundraising at Operation Smile. From her early work with underserved communities in Guatemala to leading multicultural and sustainer fundraising efforts today, Sofia brings a global perspective, practical insights, and a deep passion for helping donors make a lasting impact.
Together, Dave and Sofia explore the real-life challenges and opportunities of building a strong recurring giving program, one that not only drives long-term stability but also reflects the values of diverse donor communities.
Key Topics They Cover:
The power of recurring giving at Operation Smile
How sustainers now make up nearly a third of annual revenue, and why that stability matters for global programs.
Shifting to a sustainer-first mindset
The internal challenges, testing strategies, and leadership conversations that made this cultural and operational shift possible.
The role of Hispanic donors in sustaining growth
Why Spanish-speaking donors are especially loyal, how cultural values shape retention, and what other nonprofits can learn.
Leadership buy-in through small wins
The importance of testing, proving ROI, and showing long-term donor value to get C-suite support.
Innovation through SMS and mobile engagement
How text messaging is outperforming email for sustainer acquisition, and where Sofia sees future opportunities.
Also in this episode, they talk about:
Lessons learned from testing sustainer-first campaigns during year-end giving.
The balance between one-time gifts and long-term recurring support.
How gratitude and consistent communication drive donor retention.
Why multicultural fundraising is not optional for the future.
What role will sustainers play in the next decade of nonprofit growth, and are we doing enough today to prepare?
Key Resources:
Discover more about the work Sofia does at Operation Smile and Sonrisas Nuevas.
Get to know Sofia.
Register for the 2026 Sustainable Giving Workshop.
Pick up a copy of Dave's book, "The Rise of Sustainable Giving."
Special thanks to our team at Sustainable Giving: Abigail, Tom, Kirsten, and Victoria.