Académique Documents
Professionnel Documents
Culture Documents
Budtender Manual
Dispensary
Phones ............................................................................................................................................ 48
Phones ......................................................................................................................................................... 48
How to Answer the Phone ............................................................................................................. 48
Announcing Phone Calls for Staff Members ................................................................................. 48
Responding to Caller Questions..................................................................................................... 49
Prohibited Over the Phone ............................................................................................................. 49
Till Management......................................................................................................................... 50
Till Accountability ...................................................................................................................................... 50
Till Count Sheets......................................................................................................................................... 50
Facing Bills ................................................................................................................................................. 50
Cash Pulls ................................................................................................................................................... 50
Change Requests ......................................................................................................................................... 51
Signing Out ................................................................................................................................................. 51
Short Breaks ................................................................................................................................................ 51
Extended/Lunch Breaks .............................................................................................................................. 51
Relief Staff Till Assignments...................................................................................................................... 51
Appendix........................................................................................................................................ 61
Example: Till Count Sheet ......................................................................................................................... 62
Example: Cash Over / Under Log .............................................................................................................. 63
Example: Cash Count Sheet....................................................................................................................... 64
Example: Secure Storage Vault Log .......................................................................................................... 65
Example: Training Quiz ............................................................................................................................. 66
Example: Paid Out Log.............................................................................................................................. 67
Medical Marijuana Dosage Table ............................................................................................................... 68
All operational documentation is considered confidential company property and may not be shared
externally or removed from the premises.
A summary of revisions made will be communicated in written form to employees by way of either an
official Company Memo (emailed to employees from upper management). The subject line of the email
should specify an operational update.
Each staff member, upon receiving and reading an update Memo or email, must provide confirmation to
their department manager that serves as acknowledgement of review and agreement to comply with the
revision.
This document is described as follows: “A regulation relating to medical marijuana; providing for the
registration of medical marijuana establishments and medical marijuana establishment agents; providing
requirements concerning the operation of medical marijuana establishments; providing additional
requirements concerning the operation of medical marijuana dispensaries, cultivation facilities, facilities
for the production of edible marijuana products or marijuana-infused products and independent testing
laboratories; providing standards for the packaging and labeling of marijuana and marijuana products;
providing requirements relating to the production of edible marijuana products and marijuana- infused
products; providing standards for the cultivation and production of marijuana; and providing other matters
properly relating thereto.”
This operations manual, as well as any and all other operations manuals in use at this facility, reflect the
policies and procedures developed in full compliance of the rules and regulations as stipulated in LCB
File No. R004-14.
Company Overview
The single over-arching objective of this MME is to build, operate and grow to become the best example
possible of how marijuana can be distributed safely and economically under the Act, an example that the
government and the people of Nevada demand, deserve, and of which they can be proud.
It is our mission to provide certified clean, consistent, high-quality medical marijuana to patients within
strict compliance of Nevada state rules and regulations (LCB File No. R004-14A). Our success in
fulfilling our vision is measured by patient satisfaction, team member excellence and happiness,
improvement in the state of the environment, return on capital investment, and community support.
Mission Statement
We seek to provide compassionate, dignified, and affordable access to medical cannabis for approved
patients in a safe, clean, and a state-of-the-art facility.
We are committed to establishing a healthy and caring community by educating our patients about the
benefits of therapeutic medical marijuana, as well as offering health and wellness counseling services. We
advocate compassion, tolerance and understanding towards people from all walks of life. We also
understand the intrinsic need for communication between doctors, patients and medical marijuana
providers.
Our goal is to operate with both compassion and legal integrity. We will operate in strict compliance with
the letter and the spirit of Nevada’s medical marijuana laws. We will work with qualified individuals to
safely promote and facilitate a collaborative association of legally qualified patients and their primary
caregivers.
Vision Statement
We will become a center of community for registered medical marijuana patients who are seeking to live
a healthy and informed lifestyle. We will be a paragon of responsible management and an example to
other Registered Marijuana Dispensaries in the State of Nevada as well as across the nation.
Commitments
We will operate with the highest regard for and in complete compliance with all State and local
ordinances, while maintaining solid working relationships with local law enforcement authorities
and the Nevada Department of Health and Human Services.
We will maintain a building that reflects well on the community surrounding the facility and the
State of Nevada.
We will promote an ethos of compassion and care, presenting itself to patients and the community
as a source of wellness and support.
Legal Compliance
This MME guarantees compliance with state and local ordinances governing inventory tracking
and control. We will use BioTrackTHC, a comprehensive seed to sale tracking software to
maintain up to date records of how much inventory is on hand while also keeping track of the
amount of marijuana that is allocated to each patient.
Serve our community, both patients and non-patients alike, through charitable and community
events and services, including outreach to our neighbors and community stakeholders.
Patient Confidentiality
HIPAA places strict privacy requirements on all health care providers. This MME ensures these
requirements are strictly implemented for protection of electronic patient health. To store required
patient records, this MME uses the BioTrackTHC seed to sale tracking software as a secure
electronic patient database that is strictly controlled and continually backed up.
Access to the patient database is carefully controlled by the Dispensary Manager and/or
Management to ensure patient confidentiality at all times. All this MME staff members receive
in-house training from the Dispensary Manager and/or Management on privacy policy and
procedures to ensure maintenance of patient confidentiality and proper handling of individual
medical data in compliance with HIPAA.
Only authorized employees who have been trained on this MME’s privacy and recordkeeping
policies and procedures have access to patient records based on specific authorization granted by
the Dispensary Manager and/or Management.
A patient record is established and maintained in BioTrackTHC for each qualifying patient who
obtains marijuana from the dispensary. Security access controls such as fingerprint or PIN
authorization, ensures only intended users are allowed into the system where patient records are
stored. All entries made to the qualifying patient record is tracked. A record is kept of all logins
and records created or edited during that login time for audit purposes.
Patient documentation can almost always be scanned and attached to the patient’s electronic
database record. Any paper documents that require retention are stored in a locked cabinet with
access limited to the Dispensary Manager and/or Management. Any hard-copy information not
stored or that has been stored electronically must be shredded and disposed of in a secure
receptacle.
Operations Model
First and foremost, this MME operates with the highest regard for and in complete compliance with all
State and local ordinances while simultaneously providing a safe and secure environment to facilitate the
needs of our patient base. The specifics of the overall process as explained below are contained in our
various Operations Manuals, including this Policy & Procedure Manual. We’ve included an interior floor
plan for reference at the end of this section.
Once the patient is verified they are entered into our secure database and the patient will be
granted entry to the Dispensary facility from the receptionist.
In the consultation area, our product menu will be displayed on flat screen televisions. Within
this consultation area, a reasonable sample of all medical marijuana products will be housed in
glass display cases. All displayed samples will be placed in jars that are labeled with the
corresponding medical marijuana strain name, price, as well as test results showing the
cannabinoid breakdown.
Furthermore, we will have a small, refrigerated display case with labeled samples of each of our
perishable cannabis infused medical marijuana products. The contents of this display case are
secured and will not be accessible to patients; only visible.
Behind the display cases, at least two (2) well-trained, qualified patient consultants will be
present at all times. This area will be for staff only and patients will not be allowed behind the
displays. Our friendly, trained, and knowledgeable staff will work with the patient to help them
make the most beneficial choice regarding his or her medical needs.
The Inventory room will share a common wall with the dispensary area, specifically the wall
located behind the display cases and patient consultants. Along this wall there will be 1 pass-thru
drawer, installed at waist height that will facilitate the exchange of product between the
packaging and dispensary areas.
Once the patient has been helped by one of our trained patient consultants in the consultation area
and decided on the product most suitable for their medical needs, a staff member will retrieve the
appropriate products from the locked drawers and begin the checkout process.
The cashier will ring up the patient for their medicine and once completed the cashier will hand
the patient their product in an exit bag containing their medicine along with their receipt. Finally,
one of our Patient Consultants will buzz the patient through our sally port exit, which will lead
back to our securely monitored parking lot.
Organizational Structure
This MME has a comprehensive staffing plan in place to guide recruitment, hiring, training and managing
its employees. Highlights of the plan feature:
Clearly understood chains of authority and supervisory duties specified in our job descriptions
Staffing schedules are based around the needs of dispensaries and the resulting harvest times of the
medical marijuana. Staffing schedules, combined with installed security systems and facility design,
provide a safe and secure dispensary environment.
The team of staff members responsible for operating this company and this MME includes the following:
Executive Management – Oversee MME operations as a whole and ensure that the company
successfully delivers on the mission and business objectives; manage permitting/licensing of
MMEs; work closely with Data Manager and unit General Managers of MMEs; point person for
contact with investors, business deals, and public relations; all executive management and unit
general manager positions report directly to the President.
Data Manager – oversee compliance with state and local regulations regarding security, storage,
reporting, and all matters relating to the medical marijuana program and relevant laws; seed to
sale system manager; oversee state regulations regarding marijuana businesses to ensure
compliance; main contact for state/local regulators; report to Executive Management.
The Data Manager position for this MME is, Toni Hood.
Accounts Manager/Manager of Finance – Maintain books for operating costs and revenue;
duties include payroll, accounts payable, tracking sales (daily), taxes, etc.; work closely with
MME General Managers to monitor sales data, monitor production figures, and monitor and
control operating costs; report to Executive Management.
Dispensary General Manager (DGM) – Oversee the day-to-day operations of the dispensary,
managing core department managers, manage all strategies and tasks related to facilities,
accounting, sales, marketing, public relations; ensure compliance with state laws and regulations;
manage P&L financials; report to the executive management team.
The General Manager position for this MME is, Brandi Dumesnil.
Inventory Manager – Oversee complete inventory and cash control and procurement of quality
medicine from wholesale cultivators; ensure full and complete storage, labeling, tracking and
reporting of all medicine and cash; securely and accurately receive incoming product; rigorously
enforce all quality control standards, ensuring that unacceptable quality medicine is never
provided to patients; assist the DGM with duties; report to the executive management team.
The Inventory Manager position for this MME is, Trevor Caskie.
Security Manager – Monitor, maintain and upgrade (as necessary) a comprehensive security
system that includes access control, video surveillance, security personnel, centrally monitored
alarm system and intrusion detection, lighting, inspection records, fire department lock box, and
audit control and policy management system; safeguard medicine at every stage, from receipt to
sale; protect the dispensary property, confidentiality and assets from theft, damage or acts of
vandalism; monitor and maintain a safe and secure environment that ensures the wellbeing of
The Security Manager position for this MME is a shared role of Management and Security Team.
Security Associate - Work within the Security team to implement security policies and
procedures for the dispensary, providing necessary assistance and support, and maintaining an
optimally safe environment for patients, staff and visitors; act as a visible resource for the
responsible and secure operation of the dispensary, interacting with patients and staff in a positive
manner, while maintaining compliance with dispensary rules of conduct and state laws and
regulations; report to the Security Manager.
Patient Care Manager – Supervise the Member Services and Patient Care departments in
providing patient reception, patient education and support, new patient orientation, and a positive
patient experience overall; ensure the dispensary is in strict compliance with all state regulations
with regard to patient registration and dispensary access; ensure educational materials are
available to patients; orient patients as to their legal rights and responsibilities; receive and
resolve any patient issues; supervise the daily operation of the Member Services and Patient Care
departments in providing excellent patient service; oversee retail package handling, medicine
display, proper dispensary floor storage of medicine, and accurate sales transactions and
reporting; ensure full compliance in dispensing of medicine; ensure Patient Care staff provides
outstanding patient service by providing medicine, product knowledge, and absolute accuracy in
the sales process; monitor and analyze sales reports, address patient concerns when necessary,
and coordinate with the Inventory Manager to track and fulfill dispensary floor product and cash
drawer needs; report to the Dispensary General Manager.
The Patient Care Manager for this MME is, Brandi Dumesnil.
Member Service Associate (Receptionist) – Greet patients upon entrance to the dispensary,
verify and check in patients, conduct new patient orientation and education, input data into patient
database, address questions and resolve complaints, address special needs, and assist the Security
team in monitoring the dispensary’s security status; report to the Patient Care Manager.
Patient Care Specialist – Provide outstanding patient service by providing medicine, product
knowledge, and absolute accuracy in the sales process; ensure medicine is sold only to current
registered patients carrying a valid registration card, and that all sales are accurately and
comprehensively tracked in the POS system; educate patients about available forms of medicine,
offer product knowledge to patients on the most appropriate type of medicine based on their
symptoms and medicating circumstances, and referring patient to other dispensary services as
needed; report to the Patient Care Manager.
Patient Care Specialist shifts tend to be long and staff members are on their feet for most of the day.
However, the opportunity to engage with and serve patients can be a deeply rewarding experience.
Patients Are More Important than Staff Conversations. When patients approach, all staff
conversations must stop IMMEDIATELY and the patient’s needs are attended to. This ensures
patients feel absolutely cared for and never feel they are “interrupting” a staff member.
Kindness, Warmth, & Focus. Ensure all patients get treated with kindness, warmth, and focused
attention.
Actively Listening. Listen to patients very carefully so that you can determine their individual
needs.
Knowledge of the Medicine. Have extensive knowledge of the medicine and constantly further
that knowledge through personal study and research. Also have knowledge of medical marijuana
laws and requirements, patient limits, local and state regulations, etc., and constantly further that
knowledge through personal study and research so that you can confidently guide patients
through their experience at the dispensary.
Separate Work & Personal Life. Maintain separation of your personal and work lives so that
you are calm and focused for patients.
Respect Everyone. Treat fellow staff members with the same respect and compassion with which
you treat patients.
Continuous Improvement
There are a number of skills within the Patient Care Department that are fairly straightforward, such as
how to log in to the POS system. Once learned, these basic skills need no further development. Yet,
Hours of Operation
State law requires that dispensaries are operating and available to dispense medical marijuana during
daytime hours. This MME is open seven (7) days a week with hours Monday through Thursday 10:00
AM to 8:00 PM, Friday 10:00 AM to 10:00 PM, Saturday 10:00 AM to 8:00 PM, and Sunday 10:00AM
to 6:00 PM.
Only registered owners, agents, managers, employees, patients, vendors, authorized visitors and
government or law enforcement officials will be permitted on the registered premises.
Deliveries of medicine to the dispensary are only permitted during the dispensary's operating hours.
Delivery dates and times will change frequently for added security. In addition, all deliveries made by
cultivation centers to this MME must be made in unmarked delivery vehicles that have been properly
registered with DPBH.
This MME uses state of the art technology to secure restricted areas. Access to these secure areas is
heavily monitored, including through the use of a live, encrypted video stream accessible by the local
police department via the Internet.
Going on break and returning from break punctually is imperative, as being even 5 minutes tardy may
create problems. If one person returns late, the next person in turn begins their break late. This creates a
“domino effect”, promoting dissatisfaction between other co-workers and patients. To ensure proper
break time management, the following rules must be adhered to:
Each PCS is responsible for starting and ending their breaks/lunches on time: it is each staff
member’s PERSONAL responsibility.
Only 1 minute of leeway on break and lunch start/end times is permitted – NO MORE. This
means being clocked in/out within 1-minute of scheduled time.
“Returning from break” means PCS are clocked in and are physically back at their workstations
within 1 minute of scheduled break end time.
Any absence from the dispensary floor must be communicated to the MOD. Once approved, the PCS may
step away from their workstation. This rule applies to everyone (i.e., each position must communicate
with the next level up in the chain of command).
New medicine, information and/or personal experiences with those medicines (if any staff
members are also qualifying patients).
Positive feedback provided to each other to start the day out right.
A person who volunteers at the MME other than consultants who perform professional services
for the MME
All agents are required by state regulations to have their agent registration ID card in their possession.
This MME requires agents to wear this card as a badge on their person at all times when working at the
MME. It is a violation of Nevada law to enter restricted access areas without your registration ID card.
DPBH issues MME agent registration cards based on the following four (4) categories:
A cultivation facility;
Each MME agent registration card issued will indicate the applicable MME category. The person to
whom the MME registration card is issued may only be employed by or volunteer at the type of MME for
which he or she is registered. Upon termination of employment the agent card will be revoked. The
MME will notify the Division of the termination event within 10 days.
Area where the tender type (cash, credit card or checks) is exchanged between the buyer and
seller, and, the register or computer keys utilized to enter the sales information.
A patient record is established and maintained for each holder of a valid registry identification
card who obtains marijuana, edibles or MIPs from the dispensary.
o Is recorded only by an agent who is authorized by the policies and procedures of the
medical marijuana dispensary to make an entry.
o Includes the number of the agent registration card of the medical marijuana establishment
agent who is recording the entry.
If an electronic signature is used to sign an entry, the medical marijuana establishment agent
whose signature the electronic code represents is accountable for the use of the electronic
signature.
A patient record is only accessed by a medical marijuana establishment agent authorized by the
policies and procedures of the medical marijuana dispensary to access the patient record.
A patient record is maintained for at least 5 years after the date on which the patient or his or her
designated primary caregiver last requested marijuana, edibles or MIPs from the dispensary.
Many dispensaries sell medical marijuana without subjecting it to rigorous testing for potency and
contaminants. Studies have shown that some of these untested samples contain fungus, molds and other
unwanted microbes that can affect immune-suppressed patients who buy them. In addition, potency can
vary widely from one strain of marijuana to another.
Therefore, we will only obtain medicine that has been submitted for testing at independent laboratories by
the MMEs from which we purchase medicine. This enables us to sell only the highest quality medicine
and allows patients to know what to expect from their purchases, including the amount needed to
appropriately address their symptoms.
All products will be thoroughly inspected before being placed on the shelf. Once on the shelf, if any
concerns are raised the product will be removed from the shelf until it is reviewed at multiple levels and
passes further inspection. Any medicine that does not meet our strict quality standards will be returned to
its cultivation source and never made available to our patients.
The smoking of medical marijuana in public places, places open to the public, and places exposed to
public view is strictly prohibited
20% Sativas
20% Hybrids
CBD can also counter the psychoactive effects of THC, which makes some people anxious and paranoid
rather than mellow and euphoric. The reduced psychoactive effect of CBD-rich cannabis may make it an
appealing option for ailing individuals who otherwise would never consider patronizing a medical
marijuana dispensary.
Finally, all products will be available to purchase at the dispensary. All products will be provided in pre-
packaged, labeled, child- and pet-safe containers to ensure no one is inadvertently exposed to medical
cannabis. All products will be stored appropriately to ensure they are distributed to patients in their
original, pristine condition.
The dried “buds” are the most basic form of medical cannabis, which can be ingested through the
inhalation of smoke (from a pipe or cigarette) or vapors (with a vaporizer, which yields a safer
Flowers
form of inhalation). Medical marijuana will be available in a diversity of strains in order to support
the diverse needs of registered patients.
The organization will offer pill forms of medical cannabis, such as dissolving CBD gel capsules,
** Pills allowing individuals to ingest their medicine in a more common fashion. This method of ingestion
also circumvents the health concerns of smoking.
Hash is a medical marijuana extract product made by separating the part of the dried flowers
Hash that contain the highest proportion of active chemicals, allowing for more concentrated use
requiring less smoked or vaporized plant matter
Hash oils, aerosols, tonics, elixirs, pre-rolled cigarettes, and other “ready-to-use” preparations
** Preparations
made with dried flower
Edibles Foods made with butter or oil that have been infused with cannabis.
As mentioned above, vaporizers reduce harm to the lungs that can be caused by smoking. In
** Vaporizers accordance with Nevada law, the Organization will encourage vaporizer use to increase the safety
of its products and encourage healthy living amongst the registered patients it serves
When used topically cannabis has a wide variety of benefits, but is rarely inebriating compared to
other methods of dosing (i.e. smoking, edibles). Cannabinoids present in Apothecanna
products act as anti-inflammatory, anti- bacterial, antiseptic treatments for topical skin
** Crèmes & Oils
conditions. These Crèmes are used for relieving Muscle, Joint and Nerve: p a i n , fatigue, and
arthritis; carpal tunnel, mersa, staph, herpes simplex 2, fibromyalgia, headaches and
migraines
Dispensary Services
This MME places a high emphasis on education—we provide ample information to help patients choose
products appropriately and understand how to use them effectively.
Other than services directly related to patients and sales, we also provide a range of other services free of
charge to patients that are designed to help patients become educated about medical marijuana and to
maintain a healthy lifestyle. Examples of these services are:
One-on-One Consultations: We offer one-on-one consultations for first time patients who might be
apprehensive about the use of cannabis as a medicine. One of our highly trained patient care specialist or
in house subject matter experts will discuss the benefits and effects of various medical marijuana
products, provide dosage advice as well as recommendations about the proper method for medicating.
Patient Education: Patient education will be taking place in the context of virtually every service we offer.
As part of our education and counseling, we will offer a library that will include information on general
holistic healing, medical marijuana use, and research. Understanding that patients will have different
Community Involvement
This MME has deep contacts within the city and understands the community's commitment to protecting
its residents' high quality of life - with a focus on safety, education and families. We want to team with
proven community leaders to continue and enhance existing community efforts to support residents in
need and the existing programs which support these efforts.
We understand some organizations are hesitant to team with a company from this new industry. However,
we are in contact with representatives from groups affiliated with supporting education, health initiatives,
etc., and are continuously identifying groups with an appetite to partner. We are not service providers in
these efforts. We believing in teaming with those already making a difference and maximizing their
potential.
In the future, this MME will work towards incorporating additional Patient Assistance Programs such as a
Terminally Ill Compassion Program and a Senior Citizen Assistance Program.
While delivering on our mission as a community-oriented organization, we are mindful that we must
remain legally compliant, financially sound, and responsive to the community in which we operate. Our
management team has demonstrated prior success in operating effective businesses with a community
focus in full compliance with state and local regulations.
We will add value to our community through acts of service, educational offerings, and local job creation
efforts.
Patient Intake
Once the patient is verified and allowed access to the dispensary, they are presented with an opportunity
for a one on one consultation session with the Patient Care Manager (PCM) or seasoned Patient Care
Specialist (PCS). During this consultation, the PCM/PCS will attempt to determine the medical condition
which the patient suffers from and record this information for patient records (which are kept
confidential). The PCM/PCS will then give a background on medical marijuana, explain the different
Educational Offerings
This MME places a high emphasis on education. We provide ample information to help patients choose
products appropriately and understand how to use them effectively.
We are also committed to providing patients with accurate information on the health effects of medicinal
marijuana. To execute and communicate this commitment across our entire staff, we will offer ongoing
educational opportunities as they become available.
We will monitor medicinal marijuana research to ensure that we provide to our patients the most accurate
information related to the health effects of medicinal marijuana, particularly strains of medicinal
marijuana that we provide.
By developing close personal relationships and a good report with patients, employees will be continually
available to educate and provide answers to patients. Ongoing employee training and education, of new
industry developments, regulations, and products will allow employees to in turn pass this information on
to the patients as they come in from time to time.
We also have available and provide to patients a wide variety of informational pamphlets about medical
marijuana. These educational pamphlets are intended to inform people of the dangers, benefits, and
regulations regarding medical marijuana. These pamphlets will always be made available, at no cost, to
any patient.
We provide a living wage as well as a quality benefits package for our workers. Being a responsible
employer will ensure good community relations and strengthen the community in which we operate.
All full time employees receive medical health care coverage in accordance with applicable laws from a
reputable carrier. We have selected a plan that will afford the most coverage to our employees while also
complying with the Affordable Healthcare Act.
We offer flex scheduling where an employee works four ten-hour days. All employees are offered
vacation pay based on time worked at the company and receive paid sick days.
Conduct an anonymous staff survey evaluating any changes that have occurred in the dispensary
since the last assessment (e.g., redesign of the backroom area, installation of the new POS system,
removal of the exterior razor wire, etc.). Employees may simply provide a checkbox in one of
three columns: BETTER AFTER, BETTER BEFORE, NO DIFFERENCE. Employees may
provide additional comments if desired.
Conduct focus groups with neighbors, local officials and other interested parties to gauge how the
dispensary is being viewed by the community and what improvements, if any, need to be made.
Offer educational seminars for patients on how to effectively manage their illness and medicine.
Patients should then be surveyed as to the effectiveness of these seminars and for topics they
would like to see covered in future seminars.
Analyze patient demographics and health needs in order to tailor services and educational
offerings to meet the specific needs of this dispensary’s patients.
Our medical advisor(s) work closely with the Patient Care Manager and the Dispensary General Manager
to review and update documentation, ensure consistency across policies, procedures, and behaviors, and
to ensure absolute compliance with DPBH and local, state, and federal laws.
It is the responsibility of the General Manager to utilize the dispensary’s cloud-based calendar and other
planning tools to ensure recurring reviews and development tasks are completed on time as required by
DPBH.
Patient Confidentiality
HIPAA places strict privacy requirements on all health care providers. This MME ensures these
requirements are strictly implemented for protection of electronic patient health. To store required
patient records, this MME uses the BioTrackTHC seed to sale tracking software as a secure
electronic patient database that is strictly controlled and continually backed up.
Access to the patient database is carefully controlled by the Dispensary Manager and/or
Management to ensure patient confidentiality at all times. All this MME staff members receive
in-house training from the Dispensary Manager and/or Management on privacy policy and
procedures to ensure maintenance of patient confidentiality and proper handling of individual
medical data in compliance with HIPAA.
Only authorized employees who have been trained on this MME’s privacy and recordkeeping
policies and procedures have access to patient records based on specific authorization granted by
the Dispensary Manager and/or Management.
A patient record is established and maintained in BioTrackTHC for each qualifying patient who
obtains marijuana from the dispensary. Security access controls such as fingerprint or PIN
authorization, ensures only intended users are allowed into the system where patient records are
stored. All entries made to the qualifying patient record is tracked. A record is kept of all logins
and records created or edited during that login time for audit purposes.
Patient documentation can almost always be scanned and attached to the patient’s electronic
database record. Any paper documents that require retention are stored in a locked cabinet with
access limited to the Dispensary Manager and/or Management. Any hard-copy information not
stored or that has been stored electronically must be shredded and disposed of in a secure
receptacle.
Dispensary Access
In accordance with state regulations, this MME refuses to sell medical marijuana to any person who fails
to produce both a valid Registry ID Card issued by DPBH AND a valid government issued photo
identification document displaying proof of age that matches the name on the Registry ID Card.
The Inventory and Security Departments are responsible for properly disposing of medicine, however it is
critical that all PCS understand this policy and do their part to ensure all medicine is carefully tracked. If
any medicine of any quantity goes missing, it must and will be investigated.
Materials and supplies are stocked to prevent the need for frequent trips away from the dispensary
floor.
Coordinate with the MOD for any activity that requires you step away from the dispensary floor.
First, try to find a suitable product alternative if the item a patient has requested is out of stock.
Security or Member Services will then alert the PCS working at that station that a priority patient is
waiting. If your workstation is notified that a priority patient is waiting, once the transaction is completed
with your current patient, do not call another patient over from the line. Instead, call over the priority
patient.
Always remain aware of priority patients entering the dispensary or on the dispensary floor.
Scheduled breaks
Typically, the teammate who will relieve a PCS is the MOD. That person will expedite the sale. To
request a temporary relief break, follow these steps:
Very politely say to the patient, “I’m sorry, you’ll have to excuse me. I’m going to have [enter
name here] finish you up.” Offer a polite excuse such as, “I need to go on my break at this time,”
or “I have a call I must attend to.” Do NOT give any other reason. None is needed. However,
never let the patient feel that they are at fault.
Put away any medications that are out of their storage area.
In private, let the relieving employee know where you are in the transaction and why you need
the relief break.
Get to know the Inventory Department staff especially because you will be interacting with them
frequently throughout each day.
Constantly and effectively communicate with your MOD about break times, special-needs
patients, priority patients (i.e., people who are in significant pain), till drops, discount approvals,
etc. It’s better to over-communicate than under-communicate.
The Patient Care Opening Meeting has been instituted to ensure consistent dissemination (and
review) of dispensary policies and procedures, new product knowledge, etc.
Product Knowledge
An integral part of providing exceptional patient care is having extensive knowledge of the medicine and
products available at the dispensary.
Patient Consultants must continue expanding their knowledge of medical marijuana and the industry as a
whole. After the first 8 shifts (2 weeks) at the dispensary, in addition to basic product knowledge,
associates should also know the most popular products requested by patients, the more common strains
found at the dispensary, and the differences in each of the concentrates.
It is also important to increase product knowledge based on the current offerings at the dispensary on any
given day. For instance, there will be times when an item may be available that has a particularly high
CBD with a low THC. This would be important to know because some patients may be looking for
something less psychoactive but still effective at treating pain.
Mood swings; irritable and grumpy and then suddenly happy and bright
Member Services associates are required to inform patients when they register that the dispensary has the
right to refuse service to those who appear to be overmedicated or intoxicated on medical marijuana or
substances other than marijuana.
Consult with the Dispensary General Manager or Patient Care Manager if you have any questions or
concerns regarding your responsibility and ability to refuse medicine to patients you believe to be
overmedicated or intoxicated.
BioTrackTHC will monitor and report, for each valid patient (including non-residents) who purchased
marijuana from the dispensary within the last 60 days the patient’s card number, card issue date, card
expiration date, and any other information as may be required by the Division.
Any information contained within this system will not be divulged for any purpose not specifically
authorized by law.
In accordance with local regulations, we use this inventory control system because it tracks all inventories
that includes marijuana clones, marijuana plants, harvested marijuana product for dispensing, edible or
infused items or harvested marijuana product sent to independent testing laboratories.
Patient Records
A unique, electronic patient record will be established during the registered patient’s first visit to the
dispensary and maintained for each qualifying patient who obtains marijuana from the dispensary. The
record will include the following information:
The number of the qualifying patient’s registration identification number, the date on which the
card was issued, and the date on which the card will expire.
Documentation of any patient education and support materials provided to the patient of the
designated primary caregiver of the patient including a description of the materials and the date
they were provided.
That the registry identification card (for Nevada residents and non-residents, alike) presented is
valid (see “Nonresidents” section below for further detail).
That the person presenting the card is the person identified on the registry identification card
presented to the MME agent.
That this MME is the designated dispensary for the Nevada-registered patient who is obtaining
the marijuana directly or via his or her designated caregiver.
In addition to personal verification and before dispensing any medical marijuana to a registered patient,
we will:
Verify that the amount of medical marijuana the patient or designated primary caregiver is
requesting would not cause the patient to exceed the limits defined for obtaining medical
marijuana during any one 14-day period or the limit defined on obtaining edible marijuana
products and marijuana-infused products as set forth in the program Rules.
Amounts allowable for each patient may be configured into the POS system, with special considerations
able to be configured, provided they meet all state regulations.
The POS system will be able to identify patterns in patient purchases that may suggest product diversion
and/or excess patient possession. This MME will prominently post and educate patients on possession
limits and reserves the right to refuse sales to a patient who exhibits suspicious purchasing patterns.
This MME will maintain strict inventory controls to ensure stocking levels at the dispensary are
commensurate with patients’ needs and within the limits established by Nevada law.
Nonresident Patients
This MME will only recognize a nonresident card if:
The state or jurisdiction from which the holder or bearer obtained the nonresident card grants an
exemption from criminal prosecution for the medical use of marijuana.
The nonresident card has an expiration date and has not yet expired.
The holder or bearer of the nonresident card signs an affidavit in a form prescribed by the
Division which sets forth that the holder or bearer is entitled to engage in the medical use of
marijuana in his or her state or jurisdiction of residence.
The holder or bearer of the nonresident card agrees to abide by, and does abide by, the legal limits
on the possession of marijuana for medical purposes in Nevada.
The name and number of the registry identification card of the patient or the name of the
designated primary caregiver of the patient (including such information for non-residents).
How much marijuana is being dispensed to the registered patient for each transaction (weight and
potency).
Whether it was dispensed directly to the registered patient or to the designated caregiver.
The barcode tracking number of the marijuana being dispensed that is traceable to a specific
harvested plant.
Any education materials provided to the patient or caregiver during the visit.
In addition to patient purchases, any attempt to acquire medical marijuana that was unsuccessful will also
be documented within the patient record. The entry for failed attempts to acquire medical marijuana by
the patient or designated caregiver will include the date, name and registration identification number of
the individual who requested the medical marijuana, and this MME’s reason for refusing to provide
medical marijuana.
At-Risk Patients
Some of our patients may have higher health risks than the general population. These at-risk patients are
defined, generally, as those who are immunocompromised, aged, very young, or living in a group
residential setting. This MME understands and accepts its duty to these patients. This MME welcomes
DPBH inspections and oversight to help ensure the safety and health of Nevada patients.
Whenever it is unclear whether marijuana or marijuana products have been subjected to these conditions,
an establishment may conduct salvaging operations only if there is:
Evidence from laboratory tests and assays that the marijuana or marijuana products meet all
applicable standards of identity, strength, quality and purity; and
Evidence from inspection of the premises that the marijuana or marijuana products and their
associated packaging were not subjected to improper storage conditions as a result of the disaster
or accident, if any.
A MME must maintain records, including the name, lot number and disposition for marijuana/products
salvaged as above.
A description in sufficient detail of the methods, equipment and materials used in cleaning and
maintenance operations and the methods of disassembling and reassembling equipment as
necessary to assure proper cleaning and maintenance.
Documentation for the use of appropriate rodenticides, insecticides, fungicides, fumigating agents
and cleaning and sanitizing agents by the establishment.
Each MME must maintain records of any maintenance, cleaning, sanitizing and inspection carried out
pursuant to the above. All sanitation procedures apply to work performed by contractors or temporary
MME agents in addition to full-time agents.
Laboratory Testing
Many medical marijuana establishments process and sell medical marijuana without subjecting it to
rigorous testing for potency and contaminants. Studies have shown that some of these untested samples
contain fungus, molds and other unwanted microbes that can affect immune-suppressed patients who buy
them. In addition, potency can vary widely from one strain of marijuana to another.
Per Nevada state law, this MME is committed to only providing products that have been verified as safe
by a state-permitted independent testing laboratory which has tested all flowers, concentrates and edibles
for cannabinoids, terpenoids, microbial contaminants, mycotoxins, heavy metals and pesticide chemical
residue, residual solvents levels, and active ingredient analysis. This MME has set a high bar for product
testing to ensure top quality and safe medicine for patients.
All product labels will include the cannabinoid profile and potency levels and terpinoid profile as
determined by the independent testing laboratory. All edible marijuana products and marijuana-infused
products will include the total milligrams of active cannabinoids and terpenoids in the product, as
provided by the independent testing laboratory that tested the product. In addition, accompanying material
that discloses any pesticides applied to the marijuana plants and growing medium during production and
processing will be provided with all usable marijuana sold at our dispensary. Similar materials will be
provided for edible and marijuana-infused products and will also include the type of extraction method
used, including, without limitation, any solvents, gases or other chemicals or compounds used to produce
or that are added to the extract.
These strict quality control procedures will enable us to sell only the highest quality medicine and allow
patients to know what to expect from their purchases, including the amount needed to appropriately
address their symptoms. Upon the request of a customer, this MME will disclose the name of the
independent testing laboratory that performed the required quality assurance tests for a given product.
This MME will not sell usable marijuana, edible marijuana products, or marijuana-infused products until
all required quality assurance testing has been completed. Once available for sale and use, if any concerns
are raised the product will be removed from our inventory until it is reviewed at multiple levels and
passes further inspection.
Marijuana or marijuana products that have been subjected to improper storage conditions including,
without limitation, extremes in temperature, humidity, smoke, fumes, pressure, age or radiation due to
natural disasters, fires, accidents or equipment failures will not be salvaged and returned to the
marketplace. Whenever it is unclear whether marijuana or marijuana products have been exposed to those
conditions, salvaging operations will only be conducted if there is evidence from the laboratory tests that
the marijuana or marijuana products meet all applicable standards of identity, strength, quality, and purity,
and evidence from inspection of the premises that the marijuana or marijuana products and their
Any medicine that does not meet our strict quality standards will be returned to its cultivation source and
never made available to our patients.
o A flushable toilet;
o Is only used for the preparation or packaging of edible marijuana products or marijuana-
infused products.
Cleans his or her hands and exposed portions of his or her arms in a hand-washing sink:
If the person designated by a MME to address health conditions at the MME determines that one of their
agents has a health condition that may adversely affect the safety or quality of the edible marijuana
products or MIPs at the MME, that agent is prohibited from having direct contact with any marijuana or
equipment or materials for processing edible marijuana products or marijuana-infused products until the
designated person determines that the health condition of the agent will not adversely affect the edibles or
MIPs.
Hand Washing
Employees must keep their hands and exposed portions of their arms clean if and whenever they are
working with medicine or ingestible food items.
Hand & Arm Cleaning Procedure – Employees must clean their hands and exposed portions of their
arms with hand washing soap by vigorously rubbing together the surfaces of their lathered hands and
arms for at least twenty (20) seconds and thoroughly rinsing with clean water. Employees must pay
particular attention to the areas beneath the fingernails and between the fingers.
Hand Sanitizer – A hand sanitizer and a chemical hand sanitizing solution used as a hand dip has been
sourced by this facility according to requirements set forth by the state of Nevada. Hand sanitizer should
only be applied to hands that have been cleaned according to the “Cleaning Procedure” above.
Hand Washing Frequency – Employees must clean their hands and exposed portions of their arms
immediately before engaging in food preparation including working with exposed food, clean equipment
and utensils, and unwrapped single-service and single-use articles. Employees must ALSO clean their
hands in the following instances:
After touching bare human body parts other than clean hands and clean, exposed portions of
arms;
Immediately before engaging in food preparation including working with exposed food, clean
utensils, and unwrapped single-service and single-use articles in the food preparation area;
During food preparation, as often as necessary to remove soil and contamination and to prevent
cross-contamination when changing tasks;
When switching between working with raw food and working with ready-to-eat food; and
After engaging in other activities that contaminate the hands such as handling waste containing
fecal matter, body fluids, or body discharges.
Hand Washing Location – Employees must clean their hands in a hand washing sink or approved
automatic hand washing facility, not in a sink used for food preparation or in a service sink or a curbed
cleaning facility used for the disposal of mop water and similar liquid waste.
Hygiene
Fingernail Maintenance – Food employees must keep their fingernails trimmed, filed, and maintained so
the edges and surfaces are cleanable and not rough. Unless wearing intact gloves in good repair, a food
employee may not wear fingernail polish or artificial fingernails when working with exposed food.
Jewelry – While preparing food, food employees may not wear jewelry on their arms and hands. This
restriction does not apply to a plain ring such as a wedding band.
Outer Clothing – Food employees shall wear clean outer clothing to prevent contamination of food,
equipment, utensils, linens, and single-service and single-use articles. When moving from a raw food
operation to a ready-to-eat food operation, food employees shall wear clean outer covering over clothing
or change to clean clothing if clothing is soiled.
Eating & Drinking – Except as specified below, an employee must eat, drink, or use any form of tobacco
only in designated areas where the contamination of exposed food; clean equipment, utensils, and linens;
unwrapped single-service and single-use articles; or other items needing protection cannot result.
An employee working with medicine or food may drink from a closed beverage container if the container
is handled to prevent contamination of:
Exposed food; clean equipment, utensils, and linens; and unwrapped single-service and single-use
articles.
Hair Restraints – Employees working with food must wear hair restraints such as hats, hair coverings or
nets, beard restraints, and clothing that covers body hair, that are designed and worn to effectively keep
their hair from contacting exposed food; clean equipment, utensils, and linens; and unwrapped single-
service and single-use articles.
The wearing of hair restraints does not apply to food employees such as counter staff who only serve
beverages and wrapped or packaged foods, hostesses, and wait staff if they present a minimal risk of
contaminating exposed food; clean equipment, utensils, and linens; and unwrapped single-service and
single-use articles.
Shredder: As a precaution, any paper, plastic, or foil packs that have had medicine in them or
have been in contact with medicine must be shredded. Throughout the day, place these discarded
foil packs in the shredder bin to be shredded at the end of day. Also, anything containing sensitive
or company-related information must be shredded.
Trash Can: Anything that is to be discarded that has NOT come in contact with medicine or is
not sensitive in nature (coffee cups, personal trash, label/sticker trash, etc) goes in the trashcan, or
recycling if available and as appropriate.
Dumpster: Trash must be moved from the interior of the building a minimum of once every 24
hours. Therefore, trash and/or recycling should be emptied into the dumpster and/or exterior
recycling receptacle each night at closing or shortly before.
**For policies and procedures regarding the disposal of medicine, refer to the “Medical Marijuana
Disposal” section of this manual.
Packaging Requirements
All product in the MME Dispensary facility will be pre-packaged. No packaging will be performed on
site. Per state requirements, all packaging for medical marijuana products must be unattractive and
inaccessible to children by way of child-resistant packaging. The product received from the Cultivation
and Production MMEs are required to be in sealed containers that cannot be opened without obvious
damage to the packaging. They must be packaged in a way to contain usable marijuana, protects the
contents from contamination and must not impart any toxic or deleterious substance to the usable
marijuana or marijuana product.
Prior to shipment of an order, cultivation and production MMEs are required to inspect all products
prepared for delivery to a dispensary and/or MIP production facility to ensure packaging meets all
requirements. Any product determined as improperly packaged will be immediately documented in the
POS software and designated for destruction.
Allocated in unit sizes such that no single unit contains more than the defined regulation supply
of 2 ½ ounces of marijuana,
Sealed.
In addition to the above state requirements, local regulations require that all medical marijuana products
sold to medical marijuana registry identification cardholders or their designated primary caregiver must
be enclosed in childproof packaging. The container must be designed or constructed to be significantly
difficult for minors under five years of age to open and must not allow the medical marijuana to be visible
without opening the packaging material. This includes all edible marijuana products, marijuana-infused
products and any other products derived from marijuana plants.
Labeling Accountability
For the purpose of labeling all marijuana, edible marijuana products and marijuana-infused products, all
cultivation, production, and dispensary MMEs must use the standard label described in the requirements
set forth below.
Medicine originating from a cultivation or production MME will arrive pre-packaged and pre-labeled
with the primary label. However, we are still entirely accountable for ensuring medicine is labeled
correctly and never reaches the dispensary floor improperly packaged or labeled. Additionally, we must
apply retail labels per instructions below.
Labels are required to be labeled clearly and unambiguously as medical marijuana and packaging should
not appeal to children in any way.
Edibles/Infused Products are regulated and sold on the basis of THC and not by weight and should be
tracked by the Inventory Control department.
MMEs must also have, and must follow, written procedures describing in sufficient detail the control
procedures employed for the issuance of labeling. These procedures are detailed below.
Labeling Requirements
The name of the medical marijuana establishment and its medical marijuana establishment
registration certificate number.
The cannabinoid profile and potency levels and terpinoid profile as determined by the
independent testing laboratory.
The text used on all labeling must be printed in at least 10-point font and may not be in italics.
The business or trade name and the MME registration certificate number of the cultivation facility
that cultivated and sold the usable marijuana.
The date and quantity dispensed, including the net weight measured in ounces and grams or by
volume, as appropriate.
The name and registry ID card number of the patient and, if applicable, the name of his or her
designated primary caregiver.
The cannabinoid profile and potency levels and terpinoid profile as determined by the
independent testing laboratory.
A warning that states: “This product may have intoxicating effects and may be habit forming.”
The statement: “This product may be unlawful outside of the state of Nevada.”
“Warning: This product may have intoxicating effects and may be habit forming. Smoking is
hazardous to your health.”
“For use only by the person named on the label of the dispensed product. Keep out of the reach of
children.”
“Marijuana can impair concentration, coordination and judgment. Do not operate a vehicle or
machinery under the influence of this drug.”
The date and quantity dispensed, including the net weight in ounces and grams or by volume, as
appropriate.
The name and registry identification card number of the patient and, if applicable, the name of his
or her designated caregiver.
The total milligrams of active cannabinoids and terpinoids in the product, as provided by the
independent testing laboratory that tested the product.
A list of all ingredients and all major food allergens as identified in 21 U.S.C. §§ 343.
A warning that states: “Caution: When eaten or swallowed, the intoxicating effects of this drug
may be delayed by 2 or more hours.”
If a marijuana extract was added to the product, a disclosure of the type of extraction process and
any solvent, gas or other chemical used in the extraction process, or any other compound added to
the extract.
A warning that states: “This product may have intoxicating effects and may be habit forming.”
A statement that: “This product may be unlawful outside of the State of Nevada.”
The front and back of the label as detailed above, for a container or package containing edible marijuana
products or marijuana-infused products sold at retail, must be in substantially the following form:
The text used on all accompanying material must be printed in at least 12-point font and may not be in
italics. The accompany materials must contain the following warnings:
“For use only by the person named on the label of the dispense d product. Keep out of the reach
of children.”
“Products containing marijuana can impair concentration, coordination and judgment. Do not
operate a vehicle or machinery under the influence of this drug.”
“Caution: When eaten or swallowed, the intoxicating effects of this drug may be delayed by 2 or
more hours.”
Greetings
Smile, make eye contact, and with great warmth and friendliness, greet them by saying something
like, “Hi! Welcome to ____. How are you doing today?”
When the patient responds, LISTEN. Be engaged. PCS have one opportunity to make a first
impression and this is it! Each staff patient’s personal demeanor, smile, tone and level of voice,
the personal touches added to any patient interaction, all make a huge difference in the experience
a patient has when they approach the counter.
Learn and use the first names of regulars. Never use the last name, to ensure patient
confidentiality.
Simple handshakes are allowed, but discouraged. If a patient extends their hand, if comfortable,
PCS may return the handshake, although this is not required. Any physical contact other than a
handshake should be avoided, even if the patient happens to be a close friend or family member.
Ensure that greetings are equally warm and friendly with all patients to prevent a negative
perception of “favoritism” by other patients.
Before, during, or even after greeting the patient, be aware of any nonverbal cues the patient
gives that will help determine their needs. A few examples of nonverbal cues are:
Patient is a return customer (most likely already know what they want).
Patient has product literature in hand (most likely a new patient). This type of patient will
usually need more guidance either about the dispensary’s offerings and policies, general
product knowledge, or both.
Selection of Medicine
Determine what the patient WANTS (type of medicine), NEEDS (quantity), and can AFFORD
(price). Use “primer phrases” to begin the selection process. For example:
If the patient would like something else, go back to the beginning of the “Selection” stage. If
nothing else is needed, process the order.
Find out what type of marijuana the patient is looking for (smoke able, edible, concentrate,
etc.). “Do you know what you like? Do you know what you are looking for?” or, “Do you
know what works for you?” or, “What has worked for you in the past?”
If the patient can tell you what has worked in the past, ask them what price point they prefer.
If needed, communicate the pricing for each.
If the patient doesn’t understand the product, inform them about the difference between
Indica vs. Sativa, particularly in terms of how the specific products are used. Patient
Consultants may add flavor or smell to this query.
If a patient knows their general preference but not what they want specifically, PCS may
offer the patient options. Mentioning what stock is on sale, showing them top shelf items in
the category of their preference, letting them inspect the medicine through the clear
packaging; these are all helpful sales procedures. Typically, patients will ask for
recommendations. PCS may choose up to 3 different products to show the patient at any
given time.
Once a choice is made, determine quantity and price point. Explain that the grading system
determines the price scale, but does NOT always reflect potency. Check the patient’s
purchase history to ensure the quantity does not exceed the “2.5-ounces in a 14 day
period” purchasing limit, or the usable equivalent in edibles and MIPs. If a staff member
attempts to authorize a sale over of the purchasing limit, the POS system will not allow the
transaction to take place.
Ask if the patient wants any other products (not already selected).
Order Fulfillment
The Inventory room will share a common wall with the dispensary area, specifically the wall
located behind the display cases and patient consultants. Along this wall there will be 1 pass-thru
drawer, installed at waist height that will facilitate the exchange of product between the
packaging and dispensary areas
Once the patient has been helped by one of our trained patient consultants in the consultation area
and decided on the product most suitable for their medical needs, a staff member will retrieve the
appropriate products from the locked drawers and begin the checkout process.
Scan all items, ensuring that the accurate prices are retrieved on the POS. If there is a
discrepancy between the price on the item tag and the POS, notify the MOD.
Eligible patient discounts should already be accounted for in the patient’s database record and
automatically applied. If a patient requests a discount that has not been noted in their database
record, ask for the appropriate identification and verify both the ID and discount request with the
MOD before updating the patient’s record.
Apply all applicable discounts, noting discounts and alternate pricing in the “Comments” field of
the transaction. All approved and available discounts are identified in the POS system.
Verbally verify the total amount due. When verbally verifying the total, out of respect for patient
privacy, use a voice level that doesn’t broadcast the information to others.
Let the patient fully finish counting their cash before retrieving. Once they offer payment in
full, the cashier may receive payment.
“Face” the bills by turning them and/or flipping them over so that they all face the same
direction with the president’s head facing up.
Count the money once in front of the patient, saying each bill number out loud (20, 40, 60,
80, etc.), laying the bills onto the counter, left to right, in stacks of $100 (or in one stack if the
total given is less than $100).
Once all cash is counted, collect stack(s) and leave cash on counter out of reach, but in full
view, of patient.
Enter the total cash given into the POS. Open the register.
Count the bills again, this time counting all cash received in its entirety. Finally, place the
money in the register according to the assigned slots, with all bills facing the same direction.
Verbally verify change amount on the POS screen with the patient, count out that amount
from the till, and close the till drawer.
Count out the change onto the counter verbally in front of the patient. Hand the patient the
change.
Buzz the patient through our separate ally port exit, leading the patient back to the securely
monitored parking lot.
The name and number of the registry identification card of the patient or the name of the
designated primary caregiver of the patient (including such information for non-residents).
How much marijuana is being dispensed to the registered patient for each transaction (weight
and potency).
Whether it was dispensed directly to the registered patient or to the designated caregiver.
The barcode tracking number of the marijuana being dispensed that is traceable to a specific
harvested plant.
Any education materials provided to the patient or caregiver during the visit.
Denials of Purchase
In addition to patient purchases, any attempt to acquire medical marijuana that was unsuccessful will also
be documented within the patient record. The entry for failed attempts to acquire medical marijuana by
the patient or designated caregiver will include the date, name and registration identification number of
the individual who requested the medical marijuana, and this MME’s reason for refusing to provide
medical marijuana.
Phones
Answering the phones is primarily the responsibility of the Receptionist, who ideally will answer the
phone by the second ring but always within 3 rings. That said, it is important that all staff members
understand phone protocol, provided below.
Greeting. Greet the caller (e.g., "Good morning/afternoon/evening”) with a smile, enthusiasm,
and genuine care.
Identification. Identify our business, using our full name (e.g., “This is ______,” never simply
the dispensary’s short-form name). Also identify yourself by name so that the patient knows how
to address you.
Inquiry. Ask how you might assist the caller (e.g., "How may I help you?" or "How may I assist
you today?").
When all three components are put together, answering the phone will sound something like this:
“Good morning! Thank you for calling ________, this is [your name], how may I assist you today?”
Identify the caller (e.g., “May I tell him/her who’s calling?”) and politely ask them to hold.
Announce the call to the recipient via the telephone intercom system. (Reference the Intercom
Extension List located at your workstation). For example, “John, you have a phone call on line
3.”
If you cannot reach the recipient via the telephone intercom, you may notify the recipient that
there is a call over the radio (but only if you cannot reach them via intercom). However, never
announce the identity of the caller, simply that there is a call.
If the call’s recipient is unavailable or unreachable, take a message. All messages should include
at a minimum:
- If it is a personal call, ask them how they know the person and how long they’ve
known them
- Establish if the call is time sensitive and if so, what the deadline is.
If someone from the media calls, explain that you cannot answer any questions, but you can take
a message so someone can call them back.
Find out their deadline. This is crucial information for media-related calls.
Till Accountability
Each PCS cashier is generally assigned to one dedicated POS workstation on the dispensary floor during
a shift (the specific station number will vary from shift to shift). In addition, each cashier has his or her
own dedicated cash till assigned at the start of the shift to him/her and only him/her. No other manager or
cashier will be permitted to complete POS transactions using that till.
POS workstations are equipped with one register drawers serving as the till of the primary cashier
assigned to the station. In the case of a relief position, when an associate moves from one register to
another, they take their till with them. This ensures all cashiers can be held fully accountable for cash
control of their tills.
Only members of the Patient Care management team may share tills with each other since there is already
shared accountability for cash control. Cashiers should feel absolutely confident that their till is secure.
When a till is given to a cashier at the start of a shift, the cashier is responsible for counting the drawer
and completing the “Step 1” section of the Till Count Sheet which includes verifying the total starting
amount in the till.
When the till is returned at the end of the shift to the PCS Manager, the Till Count Sheet must accompany
the till.
Refer to the example of the Till Count Sheet in the Appendix section of this document.
Facing Bills
When placing bills in the till, they must all be faced in the same direction (facing to the left). This makes
the tills easier to count, helps prevent mistakes, and ensures positive relationships with the bank.
Cash Pulls
As cash builds up in the cash drawers at the registers throughout a shift, the PCS Manager or Patient Care
MOD may pull excess cash from drawers by completing a Pay Out at the register from which the cash is
Change Requests
If running low on change (coin or paper), notify the MOD or Inventory Manager and they will provide
you with the change needed.
Signing Out
When leaving your workstation, you must sign out of the POS. When returning, sign back in.
Short Breaks
If a cashier must leave their assigned station unattended for 15-minute breaks, restroom breaks,
refreshments, or other personal reasons, sign off the POS, turn off monitor, and notify the MOD so that
the associate’s till can be secured.
Extended/Lunch Breaks
When going on a lunch break, a cashier’s till must first be secured by the PCS Manager or Patient Care
MOD. Upon return from lunch, the secured till will be returned.
To complete the Till Reconciliation for a register, you will need the following:
Contents of the register – includes cash, credit card receipts, coupons, etc. (coupons should be
shredded once verified)
Stage #2: when it is counted and reconciled at the end of a shift, and
Stage #3: the following morning when the till drop is double-counted and verified by the
Inventory Manager.
Each Till Count Sheet must accompany the corresponding till that gets dropped by the PCS Manager or
Patient Care Assistant Manager into the Secure Storage Vault. Upon completion of the morning double
counts, the IM will work with the PCS Manager to resolve discrepancies (if any).
Refer to the example of the Till Count Sheet in the Appendix section of this document.
Over/Under Log
This log tracks the cash over and under amounts for a PCS cashiers over time. It is referenced by the PCS
Manager and Dispensary General Manager for audit purposes as needed.
Daily Packet
The “Daily Packet” is a large envelope compiled each day of business that includes each and every cash
drawer’s POS reports and Till Count Sheets for the dispensary.
Refer to the example of the Storage Vault Log in the Appendix section of this document.
Till Storage
When not in use on the dispensary floor, balanced tills are stored in secure location defined by the
Dispensary General Manager and remain locked. Only the Inventory Manager, Dispensary General
Manager and PCS Manager should be access to stored tills and have access to till keys. A backup set of
keys should be kept in a drawer in the Inventory Room to allow MODs access as needed.
Unbalanced tills should never be stored in the Till storage since tills should be balanced as soon as they
are removed from the dispensary floor. In the rare circumstance where the MOD is pulled in another
direction and cannot count and balance a till immediately, the till should be covered, locked, and placed in
a secure location by the Dispensary General Manger or MOD with a sticky note firmly attached that
reads, “UNCOUNTED.”
Petty cash.
Only the Inventory Manager, PCS Manager, Dispensary General Manager, and Executive Management
have full access to the Secure Storage Vault. Members of the Patient Care department team can place
drops in the secure storage vault using the drop slot, but do not have full access to open it.
The PCS Manager will then write the name of the Dispensary Agent assigned to each till, enter the
assignments into the POS, and give each till to the assigned employee.
Each cashier will recount the cash in the drawer to confirm the starting amount. The starting amount
should always be the same. If there is a discrepancy, the cashier will notify the MOD or Inventory
Manager, who will recount the drawer as needed and bring it to the starting amount as needed.
Once the drawer has been verified, the cashier will enter the required information into the Start of Shift
potion of the Till Count Sheet and provide their signature. This acknowledgement is required to ensure
accountability at the end of the shift.
If there were discrepancies and the till had to be re-balanced, the PCS Manager and Inventory Manager
must determine the reason for the discrepancy and resolve the issue as appropriate.
3. Count the number of cash bundles and enter the totals for each bill denomination on the Cash
Count Sheet.
4. Count any leftover cash that cannot be bundled, and enter onto the Cash Count Sheet.
Cash Pull
As cash builds up in the cash drawers at the registers throughout a shift, the PCS Manager or Patient Care
MOD may pull excess cash from drawers as a safety and security measure. Cash Pulls are done by
completing a Pay Out at the register from which the cash is being pulled. This action documents that the
cash is being moved from one location (as identified in the POS system) to another, thus ensuring the till
will be balanced at the end of the shift.
Cash Drop
Once a Cash Pull is complete, rubber band the cash with the corresponding Pay Out receipt or place them
into a Cash Drop envelope (if available) and seal it. Drop the bundle or envelope through the slot on the
secure storage vault. Each Cash Drop corresponds to a singular register. Cash Drops for multiple registers
should never be bundled together.
The Inventory Manager will double count the cash drops from the Patient Care department the following
morning. All tills must be double-counted. There are no exceptions.
Count only one till at a time and complete a task before beginning another. Never count multiple tills
simultaneously.
The starting amount for each till is $168 – $18 coins + $150 bills – in the following units:
Ones = 30 ($30)
Fives = 16 ($80)
Tens = 3 ($30)
3. Remove non-cash items from the till and organize them into the following groupings:
Till Count Sheet (which identifies the initial starting amount of the till)
Coupons
4. Write down the physical coupon count on the Z-Sheet and then write down the coupon count
from the Z-Out Report (discrepancies will be resolved once the Z-Sheet is complete).
5. Write down the total amounts for each discount type (from the Z-Out) on the Z-Sheet.
6. Complete the End of Shift sections of the original Till Count Sheet:
7. Count all cash in the drawer, noting the totals of each bill or coin denomination in the space
provided on the Till Count Sheet. Use the following protocol for counting all cash:
For each separate coin denomination (quarters, dimes, nickels, pennies) in the till, place the
change into the change counter machine. Note each coin’s total on the Till Count Sheet then
place the coins back in the till.
Count the # of coin rolls for each denomination (quarters, dimes, nickels, pennies) and write
the totals on the Till Count Sheet in the space provided.
Count each bill denomination (ones, fives, tens, twenties, fifties) and write the totals on the
Till Count Sheet in the space provided. There is a space provided for “Misc. Bills” such as $2
bills and any bill greater than $50. Enter the total for all miscellaneous bills combined.
8. Using a calculator, add up all totals (loose change, rolled coins, bills) to get the Gross Cash
Amount. Enter that amount on the Till Count Sheet. Calculate the totals TWICE to verify the
amount.
9. Subtract the Beginning Balance Amount from the Gross Cash Amount to get the Net Cash
Amount. Enter the Net Cash Amount on the Till Count Sheet and recalculate to verify.
11. The $168 starting amount in a till should reflect the standard quantities of bill denominations (as
identified under the “Till Counting Overview” header above), the loose change remaining in the
drawer, and one roll of each coin denomination. Once the till is finalized, recount the cash in the
till to ensure it is at $168 exactly.
12. Place the till cover on the balanced drawer, lock it, and place it in the secured access location.
13. Move on to the “Z-Sheet Procedure” below to identify and resolve discrepancies and finalize the
cash drawer reconciliation process.
1. Count the actual cash in the till, and enter the total amount on the Z-Sheet (per detailed
instructions above).
2. Enter on the Z-Sheet the total cash as reported on the Z-Out Report.
3. Subtract the actual from the reported amount to get the overage/underage. Refer to the
“Resolving Z-Sheet Discrepancies” section below as needed.
4. Compare the physical coupons with the coupons reported on the Z-Out. Coupons may be
shredded once counted.
5. When finished counting and double counting a till and settling the batch, place the cash, Z-Out
and POS system generated reports in an envelope with the Z-Sheet (or in the printed Z-Sheet
envelope), seal the envelope, and deposit it in the secure storage vault drop slot.
6. The next morning, the Inventory Manager will retrieve the envelope from the secure storage
vault, review the Z-Sheet for accuracy, verify the credit card totals, and recount the cash
deposited. The Inventory Manager will then record the information on the Daily Sheet, and
organize the bills and drop them (with the cash from other drawers) in the secure storage vault.
2. Check the Change Log to see if there may have been an error in the change transfer.
3. If the discrepancy is equal or greater than the least expensive item in the dispensary, review the
Shelf Count. If the Shelf Count (a physical count done by Inventory management at the end of
5. If the discrepancy still remains, it will be recorded on the Daily Sheet and noted in the financials.
6. Using a Pivot Report, a manager will review the cashier’s till balance history. The Associate may
be required to undergo additional training, or disciplinary action in the case of gross negligence.
Bank Deposits
Bank deposits are prepared by the Inventory Manager.
Prevention First!
So often, problems can be prevented by accurate knowledge of and adherence to dispensary policies and
procedures. That’s why those policies and procedures were instituted in the first place! In addition, when
PCS feel confident applying their skills and knowledge to their jobs, they are better able to truly care for
patients. When patients feel truly cared for, problems occur considerably less often.
Product Knowledge
We pride ourselves on having some of the most knowledgeable PCS in the dispensary world, and this
reputation depends on the PCS honesty and integrity in learning all that they can about the strains, their
attributes, the inventory, and dispensary policies and mechanics. Some tips for avoiding problems are:
Speak to the General Manager for information concerning patient health, specific symptoms, and
so forth.
If asked a question to which the definitive answer is not known, do not try to answer it, no matter
how big a rush! Simply say, “I don’t know, but let me find out for you.” Then go ask another
employee or MOD for a definitive answer to the question.
Giving the wrong strain information to a patient can be harmful to the patient and the dispensary,
as our patients rely on specific strains to help with specific ailments and rely on us to give them
the right strain.
Work efficiently and complete non-patient tasks quickly (stocking, organization, etc.) while giving the
patients all the time needed to find their product. Maintain a sense of urgency and efficiency while never
rushing patients.
If PCS find themselves assisting a series of disgruntled patients, it helps to take a deep breath, and smile!
Often that outpouring of warmth and a genuine smile melts even the unhappiest patient. Be entirely
present and focus on each patient’s needs, not attitudes. Remember that everyone has bad days. Do not
take it personally!
If at any time you feel that you are becoming overwhelmed or overly exhausted by a patient, or a sale has
taken 30+ minutes, be sure to use the aforementioned temporary relief break method.
Sales Disputes
If a dispute occurs, call over the MOD and offer them an objective explanation of the situation, using care
not to place blame on the patient. If the dispute cannot be swiftly resolved, the MOD will take the patient
aside, so that any problems are dealt with apart from any other patients in the dispensary. PCS should not
argue, debate, or try to mediate a dispute on their own or for another staff member. The MOD must
handle it.
Most disputes are due to simple clerical errors or confusion or misinformation on the patient’s part and
can be prevented by knowing and following dispensary policies and procedures and by paying close
attention to every detail in every transaction.
Misinformation
If an associate does not know the heritage, history, effect, flavor, or strength of a product, they should not
offer any information without first checking with the MOD, a seasoned co-worker, or the Inventory
Manager. False information can lead to misuse and potential harm to patients who may be sensitive to
certain products or effects.