Description
The Maryland Cannabis Administration (MCA) is seeking information from vendors to determine their interest and capability to provide a cannabis care line (CCL) to offer professional information on medical cannabis and other health-related questions regarding cannabis use. The CCL will be a pilot program to enhance the current medical cannabis program and meet the needs of patients. The vendor will be responsible for recruiting, hiring, training, and compensating CCL staff, developing a staffing plan, and providing necessary software and equipment. The CCL staff must have demonstrated knowledge of call center operations and medical topics, including selecting products/strains for qualifying conditions, contraindications, side effects, and potential risks related to cannabis use.
Some key points to consider are:
• The CCL will be a free service for callers
• The CCL will provide basic screening and referrals for problem use
• The CCL will be available for a minimum of 12 hours per week, including evening and weekend hours
• The vendor must have at least two years of experience with call center operations
• The vendor must have a plan for intake of multiple concurrent calls and handling calls outside the scope of the CCL
• The vendor must provide summary reports to MCA on CCL calls, with all caller information remaining confidential