Programme Policy Officer - Inter-Agency CFM Manager

DEADLINE FOR APPLICATIONS

19 November 2026-23:59-GMT+03:00 East Africa Time (Mogadishu)

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of extreme weather shocks.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP? 

• WFP is a 2020 Nobel Peace Prize Laureate.
• WFP offers a highly inclusive, diverse, and multicultural working environment.
• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

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.

ACCOUNTABILITIES/RESPONSIBILITIES:

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:

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 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: 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.

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact:  [email protected]

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.

• We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.

• If you experience technical issues while submitting your application, you may contact us at [email protected]. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.

• At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.

• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.