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 provide technical leadership and coordination for the Somalia Common Feedback Mechanism. The mechanism is being established through an Inter-Agency Feedback Centre (IFC) led jointly by WFP, the Danish Refugee Council and Shaqodoon, and will give communities a multilingual channel for feedback, complaints, information requests and referrals. The consultant works under the direct supervision of the WFP Somalia 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 detailed ten-month workplan, and agree and maintain partner onboarding targets, rollout plans, risk registers and decision trackers.
• Support governance, legal arrangements and standards, including inter-agency procedures for case handling, referral, escalation, quality assurance and incident management, and safeguarding and data-sharing requirements.
• 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, job aids, scripts and quality-assurance tools.
• Lead consultations on indicators, coordinate dashboards and reporting, and prepare monthly narrative analysis.
• Support Phase 2 transition, community sensitization, rebranding, unified short codes, sustainability and cost-sharing, and prepare a handover package.

Required profile

• Advanced university degree in a relevant field, or a first degree with additional years of experience and training.
• At least five years of relevant experience with an advanced degree, or seven years with a first degree; multi-partner coordination, training and case management experience is highly desirable.
• Fluent English (level C); intermediate knowledge of a second UN language is a plus.
• Nationality of a country other than Somalia; the position is open to international candidates.

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, 23:59 GMT+03:00. Applications are submitted only through the online recruiting system, with a CV and cover letter.