Programme Policy Officer – Inter-Agency CFM Manager (Consultant Level II) at World Food Programme (WFP)

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:

• 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.

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.