Programme Policy Officer – Inter-Agency CFM Manager (Consultant Level II)

Vacancy Announcement No: JR128188
Job Title: Programme Policy Officer – Inter-Agency CFM Manager (Consultant Level II)
Contract Type/Grade: Consultant level II
Duty Station: Mogadishu,
Contract Duration: 9 Months (Renewable)
Date of Issue: November 05, 2026, | Closing Date: November 19, 2026

BACKGROUND: Somalia's humanitarian community is establishing the Somalia Common Feedback Mechanism through an Inter-Agency Feedback Centre (IFC) led jointly by WFP, the Danish Refugee
Council (DRC) and Shaqodoon. The mechanism will provide communities with an accessible, multilingual channel for feedback, complaints, information requests and referrals. The IFC combines a
distributed central call centre, an inter-agency referral hub and an analysis hub. Existing hotlines will initially connect through a unified interactive voice response and call-routing layer. WFP's SugarCRM
will support case registration and tracking, while interoperability arrangements will link participating agency systems and the Somalia referral system. Consolidated dashboards and regular analysis will
support humanitarian decision-making.
Implementation will be phased and dependency based. Phase 1 covers governance, legal arrangements, standard operating procedures, service mapping, platform configuration, partner onboarding,
integration, training, testing and launch. Phase 2 covers community sensitization, harmonized communication materials, rebranding, progressive transition to unified short codes, and sustainability and
cost-sharing arrangements. WFP Somalia seeks an International Consultant at CST II level for nine (9) months, with possibility of renewal based on funding and performance, to provide technical
leadership and coordination during establishment, launch, early operation and handover of the IFC. The assignment is intended to establish a functioning minimum viable inter-agency mechanism and
create a clear, realistic pathway for progressive expansion.
Under the direct supervision of the WFP Somalia Head of Planning, Monitoring, Learning and Evaluation (PMLE) and in close coordination with IFC Operation Team (WFP, DRC, Shaqodoon), OCHA,
the CEA Task Force, the IFC Steering Committee, WFP HQ CFM team and participating organizations, the consultant will:
KEY ACCOUNTABILITIES (not all-inclusive, within delegated authority)
1. Implementation coordination and operationalization:
• Prepare an inception report and detailed ten-month workplan aligned with the approved implementation and transition plans.
• Agree and maintain the initial partner onboarding target, phased rollout plan, dependency log, risk register and decision tracker.
• Coordinate milestones, readiness reviews, corrective actions and management updates, with clear owners and deadlines.
• Escalate delays or gaps that depend on partner decisions, system capacity, legal clearance, funding or Headquarters technical support.
2. Governance, legal framework and standards:
• Support effective functioning of IFC governance and follow up decisions of relevant coordination bodies.
• Coordinate consultation and finalization of inter-agency procedures for case handling, referral, escalation, loop closure, quality assurance and incident management.
• Coordinate operational inputs to legal and data-sharing arrangements, ensuring safeguarding, confidentiality, consent, data minimization and role-based access requirements are
reflected.
3. Stakeholder and service mapping, workflows and referrals:
• Coordinate compilation, validation and version control of stakeholder and service mapping by sector, location, organization and focal point.
• Facilitate partner agreement on common data elements, case categories, service standards, escalation thresholds and closure requirements.
• Document process maps and business requirements for intake, triage, referral, response, escalation and loop closure.
• Use iterative delivery: validate priority pathways first, maintain a change log and expand mapping as partners confirm services and focal points.
4. Onboarding and system integration coordination (with WFP HQ CFM Support):
• Translate agreed operational workflows into documented functional requirements and user stories for technical teams.
• Coordinate partner onboarding, access requests, test scenarios, user-acceptance testing, issue logging and readiness sign-off.
• Facilitate end-to-end testing across SugarCRM, telephony, the integration gateway, the Somalia referral system and participating agency systems.

• The consultant will coordinate operational requirements and testing
• Liaise with WFP HQ CFM and HQ as well as CO TEC teams for any system integration, SugarCRM set-up, software development, platform administration or integrations.
5. Call-centre readiness, training and quality assurance:
• Support consolidation of operator, supervisor and partner focal-point roles, rosters, workflows and escalation arrangements.
• Coordinate and deliver training with relevant technical owners on case management, referral, safeguarding, data protection, quality standards and system use.
• Develop or refine job aids, scripts, frequently asked questions and quality-assurance tools, and support service-performance reviews.
6. Analysis, reporting and learning:
• Lead consultations on information needs and finalize the joint analytical framework and indicators.
• Coordinate operational specifications for dashboards and reporting; prepare monthly narrative analysis and concise products for governance bodies, partners and donors.
• Facilitate learning reviews and maintain an action tracker so findings inform operational improvements.
7. Transition, community engagement and sustainability:
• Support implementation of the Phase 2 transition plan and development of harmonized messages, information materials and partner communication packages.
• Support inclusive community sensitization, rebranding and communications, with attention to groups facing access barriers.
• Coordinate follow-up on unified short-code rollout and deactivation of duplicate numbers, subject to approved readiness criteria.
• Support refinement of the sustainability and cost-sharing model, donor engagement and documentation of value-for-money measures and resource gaps.
• Prepare a structured handover package and transition-readiness assessment for the designated national or institutional counterpart.
• implementation priorities, document value-for-money measures and flag funding or operational gaps.

QUALIFICATIONS, EXPERIENCE AND SKILLS REQUIRED:
Education: Advanced University Degree in Information Management, Computer Science, Information Technology (TEC), Monitoring and Evaluation, Social Sciences, Development Studies,
Humanitarian Affairs, Public Administration, International Relations, Programme or Project Management, or other related fields, OR a First University Degree with additional years of
relevant work experience and/or training/courses. Academic qualifications with a focus on information management, data analysis, monitoring and evaluation, programme management,
humanitarian operations, or other closely related disciplines are highly desirable.
Experience: At least five (5) years of relevant experience with an Advanced University Degree OR a First University Degree with a minimum of seven (7) years of progressively
responsible experience in accountability to affected populations, community feedback mechanisms, monitoring and evaluation, information management, humanitarian programme
management, or related fields. Experience in multi-partner coordination, implementation of operational procedures, stakeholder consultation, training, and case management, referral, or
information systems is highly desirable. United Nations or humanitarian experience, particularly in complex emergency settings such as Somalia or other comparable contexts, is an added
advantage. Demonstrated ability to work independently with minimal supervision, manage competing priorities, and effectively coordinate with diverse stakeholders is highly desirable.
Language Proficiency: Fluency (level C) in English. Intermediate knowledge (level B) of a second UN language is a plus.
Knowledge & Skills:
• Strong knowledge of Community Feedback and Complaints Mechanisms (CFM), inter-agency coordination, referral pathways, case management, loop closure processes, safeguarding, and humanitarian data protection principles.
• Demonstrated ability to effectively manage projects, facilitate multi-stakeholder engagements, and coordinate cross-functional initiatives in complex humanitarian and development contexts.
• Excellent analytical, report writing, and presentation skills, with the ability to synthesize complex information into clear, concise, and actionable outputs.
• Proven capacity to translate strategic and operational priorities into practical workplans, standard operating procedures (SOPs), guidance documents, and comprehensive reports.
• Strong proficiency in the use of Customer Relationship Management (CRM) platforms, digital workflow solutions, data management systems, dashboards, and reporting tools.
• Experience with data visualization and business intelligence tools to support evidence-based decision-making, performance monitoring, and stakeholder reporting is highly desirable.

This position is open to qualified international candidates. The candidates must be nationals of a country other than the country of assignment. Female
candidates are particularly encouraged to apply. WFP Somalia offers female friendly spaces in the workplace.
Interested and qualified candidates are requested to submit online applications through Workday using the link below:
• Internal Applicants: Click here!
• External Applicants: Click here!
Applications that do not meet the above requirements will be disregarded. Only shortlisted candidates will be contacted.
WFP seeks applicants of the highest integrity and professionalism who share our humanitarian principles. WFP is an equal opportunity employer,
and we are committed to promoting diversity and gender balance.
Selection of candidates is made on a competitive basis.
WFP does not charge any application fees to candidates.