A career opportunity awaits at World Food Programme (WFP) — they are hiring a Programme Policy Officer – Inter-Agency CFM Manager (Consultant Level II) in Mogadishu. With 5 - 6 years of experience required, this position is suited for mid-to-senior level professionals in Programme Affairs. Applications are open until Nov, 19. Don't miss this opportunity.
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)
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.
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.
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.
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.
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.
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.
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.
About Mogadishu
Mogadishu, known locally as Muqdisho, is the capital of Somalia and the country's largest city. It serves as the political, economic, and cultural heart of the nation. The city hosts the headquarters of numerous UN agencies, international NGOs, and government institutions, offering diverse career opportunities for development and humanitarian professionals.
Ereyada Soomaaliga (Somali Keywords): Shaqo Muqdisho • Shaqo Cusub • La-talin