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

About the role

WFP Somalia is seeking an International Consultant at CST II level for nine months, with possible renewal depending on funding and performance, to lead the establishment, launch and early operation of the Somalia Inter-Agency Feedback Centre (IFC). The IFC is a common feedback mechanism created jointly by WFP, the Danish Refugee Council and Shaqodoon, offering communities a multilingual channel for feedback, complaints, information requests and referrals. The consultant works under the supervision of the Head of PMLE and coordinates with the IFC operation team, OCHA, the CEA Task Force, the IFC Steering Committee, WFP HQ and participating agencies.

Key responsibilities

• Prepare an inception report and a ten-month workplan, and maintain partner onboarding targets, a phased rollout plan, a dependency log, a risk register and a decision tracker.
• Support IFC governance and coordinate inter-agency procedures for case handling, referral, escalation, quality assurance and incident management, including safeguarding and data-sharing arrangements.
• Coordinate stakeholder and service mapping, common data elements, process maps and business requirements for intake, triage, referral and loop closure.
• Translate workflows into functional requirements and user stories, coordinate partner onboarding, testing and user acceptance testing, and liaise with WFP HQ and CO TEC teams on system integration and SugarCRM setup.
• Support call-centre readiness, training on case management and safeguarding, and quality assurance tools.
• Lead analysis, reporting and learning, including monthly narrative analysis and dashboards, and maintain an action tracker.
• Support the Phase 2 transition, community sensitization, rebranding, the unified short-code rollout and the sustainability and cost-sharing model, and prepare a handover package.

Required profile

• Advanced university degree in a relevant field, or a first degree with additional years of experience; degrees in information management, M&E, programme management or humanitarian affairs are highly desirable.
• At least five years of relevant experience with an advanced degree, or seven years with a first degree; UN or humanitarian experience in complex settings is an advantage.
• Fluent English (level C); intermediate knowledge of a second UN language is a plus.
• Ability to work independently with minimal supervision and to coordinate with diverse stakeholders.
• Candidates must be nationals of a country other than Somalia; female candidates are encouraged to apply.

Required skills

• Strong knowledge of community feedback and complaints mechanisms, inter-agency coordination, referral pathways, case management, loop closure, safeguarding and humanitarian data protection.
• Project management, stakeholder engagement and analytical, report-writing and presentation skills.
• Proficiency in CRM platforms, digital workflow solutions, dashboards and reporting tools; data visualization and business intelligence tools are highly desirable.

The deadline for applications is 19 November 2026. Applications are submitted only through the online recruiting system, with a CV and cover letter; no fees are charged.