Deployment and Operational Compliance Manager

Location: Wembley/Imperial Site (Hybrid)

Hours: 45 hours per week Mon‑Fri (13:30‑23:30) 1 Saturday every 4 weeks

Salary: £37,000

Accountable to: Operations Manager (Wembley)

Key Working Relationships:

• Patients, relatives and carers
• The general public
• Colleagues at all levels
• Management team
• Clinical and non‑clinical staff across the organisation
• Dispatch and Control Imperial College Hospital site team
• Customers including hospital trusts
• External agencies in relation to patient experience and safeguarding
• Local Authorities, Social Services, Police and ambulance services
• Other safeguarding teams

Main Purpose of the Role:

The primary purpose of this role is to provide hands‑on, reactive management of the workforce during deployment and while they are mobile across London. This role involves coordinating with the Vehicle Make Ready Operative (VMRO) team and operational staff to ensure crews are assigned to the correct vehicles with the correct equipment. The Deployment and Operational Compliance Manager will be responsible for the quality and compliance of their designated deployment wave, liaising with the Resource Schedulers and the Operations Assistant to understand vehicle allocations and ensure compliance with the deployment plan.

The Deployment and Operational Compliance Manager will facilitate and monitor timely deployment from the station in accordance with the designated deployment wave, addressing any on‑the‑day non‑conformance issues to protect the operational deployment window. Following the timely completion of the deployment wave, they will travel to an Imperial Hospital Site with the crews to conduct on‑the‑job assessments and audits of operational compliance. These assessments and audits will fall within a predetermined framework and will include, but are not limited to, timeliness, IPC compliance, uniform standards, unannounced vehicle inspections, and quality of care evaluations, including bedside manner observations. A comprehensive framework is available for these assessments.

The Deployment and Operational Compliance Manager will be accountable for effectively managing non‑compliance among all operational staff encountered during their shift. This includes addressing poor behaviours immediately and conducting on‑the‑day investigations for repeat non‑conformance and breaches of compliance standards. Additionally, the Deployment and Operational Compliance Manager will provide reactive support to the Control and Hospital Site teams, addressing unreasonable refusals of journeys and managing on‑site situations to achieve resolution. This responsibility extends to all CAS operational staff. Resolutions will typically be sought face‑to‑face, as the manager will be on‑site at designated Imperial Hospital Sites for the entirety of their shift following the execution of deployment waves. When immediate resolution is not possible, the manager will compile an evidence pack for an on‑the‑day investigation with the Operations Assistant, to be conducted at the Wembley depot. A laptop will be used for the mobile completion of statements and reports.

The Deployment and Operational Compliance Manager will act as the conduit between operational staff and the Control team, seeking business‑focused resolutions. The Deployment and Operational Compliance Manager will proactively engage with the workforce in a professional manner, promptly addressing non‑conforming behaviour. This autonomous role carries high levels of accountability for the performance and behaviour of the team.

In addition to the above responsibilities, the manager will implement and manage all operational staff in alignment with Group values.

Key Tasks:

• Deployment Management: Effectively manage designated deployment waves, including monitoring and managing vehicle, equipment, and stock allocations. Ensure the timeliness of deployment waves in line with business deployment targets. Inform frontline staff of their vehicle allocations. Record all on‑the‑day or short notice absences in the WFP tool and escalate any vehicle or staff amendments to the Control team. Deploy on frontline shifts when operationally required. Oversee frontline employee deployment and deputise for the Operations Assistant when operationally required.
• Operational Compliance & Performance Monitoring: Ensure VDIs are completed prior to deployment, achieving a 95% completion rate, and track and analyse completion rates. Manage and execute the operational compliance audit framework, addressing non‑conformance and issuing immediate corrective actions. Supervise and ensure colleagues follow training and Safe Systems of Work, adhering to Health & Safety policies at all times. Review and analyse employee performance data, including delivery service windows, first run performance, and deployment timeliness, to identify trends and areas for improvement. Create and implement action plans to drive performance and operational improvements.
• Employee Management & Conduct: Assist in investigation meetings and disciplinary proceedings as required to support the Operations Assistant. Effectively manage on‑the‑spot negative end‑of‑shift behaviours linked to refusal of reasonable requests. Act as the initial point of escalation for the Control, Renal, and Hospital Site Managers regarding any operational challenges.
• Culture, Onboarding and Support: Welcome and facilitate the onboarding of new colleagues, ensuring they integrate into their roles effectively. Assist in developing the workplace culture by using formal and informal tools to recognise employees who receive compliments from the control team, patients, or Trust. Contribute to the development of SOPs to streamline processes and procedures. Maintain a mobile and reactive onsite presence on behalf of CAS for the duration of your shift following the deployment wave.
• Personal: To be responsible for own personal and professional development, including statutory and mandatory training and continuous professional development. To attend and actively participate in Company refresher training as required. To ensure that statutory regulations and organisational policies and procedures are always implemented and adhered to. To demonstrate commitment to the Company's values and display high standards of integrity and professionalism towards patients, public, customers and colleagues. To act as the example of best practice to all staff in respect to personal appearance, conduct, and behaviours.

General Requirements:

Our Values: Kind, Inclusive, Accountable, Adaptable

Policies and Procedures: All duties and responsibilities must be undertaken in compliance with the Company's policies and procedures. The post holder must familiarise themselves with the ways in which to raise a concern to the Company, e.g., Freedom to Speak Up and Whistleblowing. In addition, ensuring incidents and near misses are reported in a timely manner.

Health and Safety: The post holder must be aware of the responsibilities placed upon themselves under the Health and Safety at Work Act 1974, subsequent legislation, and Company policies, to maintain safe working practices and safe working environments for themselves, colleagues, and service users. All Company premises and NHS Trusts are considered as smoke-free zones.

Confidentiality: Everyone working for or on behalf of the Company are bound by a legal duty of confidentiality (Common Law Duty of Confidentiality). The post holder must not disclose either during or after the termination of their contract, any information of a confidential nature relating to the Company, its staff, its patients, or third parties, which may have been obtained in the course of their employment.

Equality and Diversity: We believe that equal opportunity and diversity is vital to the success and an essential prerequisite to the achievement of its goals in delivering seamless, high quality, safe healthcare for all, which is appropriate and responsive to meeting the diverse needs of individuals. In working to achieve our goals, it is important that staff and users are treated, and treat others, equitably, with dignity and respect, and are involved and considered in every aspect of practice and changes affecting their employment or health care within the Company.

Infection Prevention and Control: The post holder will ensure they follow the Company's infection prevention and control (IPC) policies and procedures to protect patients, staff, and visitors from healthcare associated infections. They will ensure that they use personal protective equipment (PPE) in accordance with policy and procedure. All staff must challenge non‑compliance with IPC policies immediately and feedback through appropriate line managers if required.

Safeguarding Children and Adults: We take our responsibilities to safeguard and promote the welfare of children and adults seriously. The Company expects all staff to identify their own responsibilities appropriate to their role within statute and guidance. This will include accessing safeguarding training and may include seeking advice, support, and supervision from the service's safeguarding team. Where staff are unclear of their responsibilities, they must seek guidance from their manager.

Disclosure and Barring Service (DBS): If the post you are undertaking requires you to complete a DBS disclosure, this will be managed and processed in line with the DBS Policy.

Person Specification:

Essential: Full UK Driving licence with no more than 6 penalty points. Experience of first line management, mentoring, and supervision. ICT/ACA/ECA/Paramedic qualified (or equivalent). Chartered Managers Institute Level 3 First Line Management qualification (or equivalent).

Desirable Qualification: Full UK Driving licence with no more than 6 penalty points. Experience of first line management, mentoring, and supervision. ICT/ACA/ECA/Paramedic qualified (or equivalent). Chartered Managers Institute Level 3 First Line Management qualification (or equivalent).

Experience and Knowledge: Ability to work to KPIs. Excellent verbal and written skills. Ability to work within a multi‑professional team and to develop team working. IT skills (databases and Microsoft Office). First line management working in a healthcare setting. Experience of incident management and investigation.

Skills and Abilities: Demonstrate high levels of emotional intelligence. Knowledge of medical terminology. Experience of dealing with difficult and challenging situations. Ability to listen and document feedback concisely and without bias. Excellent time management and organisational skills.

Personal Attributes: Able to work under pressure and cope with change and conflicting priorities. Willingness to travel across regions. Model professional behaviours. Engaging and positive personality.