Owner: Tiana (Content & Training) · Department: Training · Status: Live · Version: 1.0
Effective Date: 2026-05-13 · Last Reviewed: 2026-06-13 · Next Review Date: 2026-09-13
Source of Truth: this page · Maturity: 3 (Usable)
For: Alliyson Bonner — Head of Field Operations & Claims
Reports to: Lola Daniels (Chief of Staff / Head of Operations)
Direct report: Alicia Garrett (CS Tier 1 lead) · indirect: Heaven Lee (CS Tier 1 trainee)
Email (personal, pre-provisioning): alliyson.bonner@gmail.com
Workspace email (to be provisioned): alliyson@gethempdash.com
Location: Dallas, TX (in-person field ops + remote desk work)
Hourly rate: $15/hr (confirmed 2026-04-25)
This document is your operating reference for your first 30 days. It contains three sections:
You are stepping into a senior operator role at a regulated-commerce platform pre-launch. The tone of this pack assumes you are a sophisticated professional — your 5 years at State Farm in arbitration & subrogation map cleanly into the lane we built for you. You will not be asked to do entry-level work. You will be asked to own claims, own field investigations, and over time own the SOP authoring for parts of the operation that do not yet have written runbooks.
If anything in this pack contradicts something a teammate tells you, default to asking Lola. She is your manager and the operations source-of-truth.
The customer-side escalation chain at HempDash:
AI (Chatwoot bot) → Heaven Lee (T1 trainee) → Alicia Garrett (T1 lead)
↓
Alliyson Bonner (T2 — Field Ops & Claims, you)
↓
Ayisha Oglivie / "Balboa" (Compliance / strategic ops)
↓
Jonathan Sullivan (Founder)
Your tier owns: claims investigations, vendor disputes, field investigations, fraud-detection referrals, recall on-site disposition support. Anything Alicia cannot resolve at T1 routes to you. Anything you cannot resolve routes to Ayisha (compliance lens) or directly to Jonathan if it is regulator-facing or crosses a $10K threshold.
Provisioning lead: Lola Daniels (Chief of Staff). She holds Workspace admin and Mattermost system_admin. Email her with the subject line [ONBOARDING] Alliyson access provisioning — Day 1 for any access not live by your start date.
Legend: D1 = Day-1 critical (must work before you log in) · W1 = Week-1 acceptable (provisioned before end of Week 1) · W2+ = Provisioned as need is demonstrated.
| Tool | Access level | Provisions | Why | Priority |
|---|---|---|---|---|
Mattermost (hempdash.mattermost.com) — handle TBD, suggested @alliyson |
Member of: #operations, #incidents, #cseal-ops, #vendor-ops, #standups, #qa-metrics (read-only OK). 1:1 DMs auto-available with everyone in the workspace. |
Lola | Primary internal comms. All claims escalations, incident threads, and standups live here. | D1 |
Google Workspace — alliyson@gethempdash.com |
Standard user. Member of ops@, claims@ (if exists, otherwise gap — see §1.7). |
Lola (Workspace admin) | Email identity for vendor/customer-facing claims correspondence. Calendar for 1:1s and team meetings. | D1 |
| Phone forwarding / Twilio number | If we route a claims-line phone number, it routes here. (Currently no dedicated claims line — see §1.7 gap.) | Lola | Some claims will arrive by phone, especially driver accident reports. | W1 |
| Tool | Access level | Provisions | Why | Priority |
|---|---|---|---|---|
ERPNext (erp.gethempdash.com or current host) |
Write: HD Claim doctype (if exists — see gap §1.7), HD Incident. Read: HD Vendor, HD Customer, HD Driver scoped to claims context, HD Press Contact (read-only). No access: payroll, finance, vendor pricing. |
Lola (with Rep / Robert Taylor for permissions config) | Source-of-truth for vendor / customer / driver / supplier records. Per CLAUDE.md task-tracking lanes, claims work tied to a single business entity lives in ERPNext. | D1 |
Plane (plane.gethempdash.com) |
Member of: Field Ops, Claims & Disputes, Operations projects. Read-only on Engineering, Compliance Seal. |
Lola | Cross-functional task tracking. Your owned Plane projects: claims tickets queue, field-ops investigations, on-site visit tracker. | D1 |
Ops Dashboard (ops.gethempdash.com) |
Standard ops role. Read on incident timelines, payment events (chargeback context), recall events. Write on claim-status fields (when wired). | Lola + Rep | Real-time view of platform state. Critical for triaging claims that span multiple events. | D1 |
| Chatwoot (CS inbox) | Read-only on customer conversations. Write only on threads explicitly escalated to you. | Lola | You sit one tier above Alicia. You read her queue, you write only when a ticket is escalated. | W1 |
| Tool | Access level | Provisions | Why | Priority |
|---|---|---|---|---|
| Grafana (Railway-hosted) | Read-only on Loki logs (90-day retention), Tempo traces, payment dashboards, recall dashboards. No write/edit on dashboards. | Rep / Robert Taylor | Incident triage. When a claim involves "the system did X but we expected Y," the answer lives here. | W1 |
| Sentry | Read-only on production project. Tagged-error filters by claim ID once we wire that. | Rep | When a customer reports an error during checkout that led to a claim, Sentry has the trace. | W1 |
| Auth0 dashboard | Read-only on Users, Roles, Logs. No write — never edit user identity records as part of a claim. | Rep + Lola | For investigating "is this account real / is this fraud / has this user logged in suspiciously." Maps to your SIU-referral muscle from State Farm. | W1 |
| PaymentCloud merchant dashboard | Read-only on transactions, chargebacks, disputes. | Lola (or Rep) | Customer-side payment investigation. Chargeback dispute evidence lives here. | W1 |
| Stripe Connect Express dashboard | Read-only on connected accounts (drivers + vendors), payouts, disputes. | Rep | Driver/vendor payout investigation, dispute evidence. | W1 |
| Tool | Access level | Provisions | Why | Priority |
|---|---|---|---|---|
GitLab (gitlab.com/hempdash-group) |
Read-only on hempdash-automation (this repo), customer-app, backend, vendor-portal. Read-only on docs sub-trees specifically. No code-push permission. |
Rep | So you can read SOPs, runbooks, and architecture docs without needing them re-shared. | W1 |
| Doppler | No access. Doppler holds production secrets — not in scope for ops/claims. | — | Engineering-only. | — |
| Tool | Access level | Provisions | Why | Priority |
|---|---|---|---|---|
Customer App admin view (app.gethempdash.com/admin) |
Read-only on customer accounts, order history, scan-event log. | Rep | Customer-side investigation — "did this customer scan the recalled SKU? when?" | W1 |
Vendor Portal admin view (vendor.gethempdash.com/admin) |
Read on vendor accounts, COA history, recall events, NOV records. | Rep | Vendor-side investigation — required for claims that touch vendor compliance state. | W1 |
Driver App admin view (drive.gethempdash.com/admin) |
Read on driver records, route history, accident reports. | Rep | Driver-incident claims investigation (your wheelhouse from State Farm). | W1 |
| Tool | Access level | Provisions | Why | Priority |
|---|---|---|---|---|
| Claude / ChatGPT business | If HempDash holds team licenses, you get a seat. | Lola | Drafting claims correspondence, summarizing investigation notes, parsing inspector documents. | W2+ |
| Amena (Jonathan's AI Chief of Staff) | Available via Mattermost DM @amena. Treat as a senior peer for ops-context questions. |
Auto | I can pull memory, search SOPs, route questions to the right human, draft responses. Not a replacement for your judgment — a force multiplier. | D1 |
These are tools or surfaces that should exist for your role but I could not confirm exist today. Flagging so they get authored or provisioned, not invented:
HD Claim doctype in ERPNext — your role centers on it. If it does not exist as a structured doctype yet, Week-2 deliverable is for you to scope it with Lola + Rep. Until then, claims live as HD Incident or freeform Plane tickets.claims@gethempdash.com Google Group — not in the locked Google Groups matrix as of 2026-04-26. Worth proposing.Source: docs/strategy/compliance-seal-v3.5.md §17 (the canonical Compliance Seal v3.5 specification). Eight internal SOPs, each with trigger · owner · steps · escalation · completion criteria.
These are the runbooks that govern how the team operates the platform. You will read them in priority order over your first week. Rough total time: ~6 hours of reading + note-taking spread across 7 days.
A note on naming. §17 lives inside a strategy document, not as standalone files in
/ops/sops/. Per the v3.5 spec, the plan is to migrate them to versioned SOPs in their own directory. As of today, the canonical text is in §17 ofcompliance-seal-v3.5.md. I am flagging this as a gap below. If you find something in the SOP that does not match how the team actually operates, that is signal — capture it for the Week-2 first-impressions doc.
Why first, why for you: This is the SOP that defines the escalation chain you sit in. Tier 1 = Alicia. Tier 2 = Product. Tier 3 = Engineering. Your tier — Field Ops & Claims — is the operational layer that catches everything Tier 1 cannot resolve and that is not strictly a code or product issue. Read this before any 1:1 so you understand the chain you are walking into.
Reading focus: SLA tiers (response + resolution), the three escalation triggers (T1→T2, T2→T3, T3→Founder), the completion criteria.
Why for you: Recalls are the single highest-stakes operational event at HempDash. Class I recalls are life-threatening; the on-site disposition step (step 4 of the SOP) is where field ops shows up. Your job during a recall: confirm acknowledgment from affected retailers, support disposition logging, validate that the immutable disposition log is complete before close. This is the SOP most likely to test your first 30 days because we drill it quarterly per §16.5.
Reading focus: the three trigger sources, the 5 steps, the Class I escalation path, the completion criteria (effectiveness ≥95%, post-mortem within 14 days).
Why for you: When DSHS issues a Notice of Violation, the 10-day clock starts on the vendor's receipt date, not ours. Your role: support evidence collection (Step 3) and run the audit-pack export (Step 2) when Compliance Lead Ayisha asks. Your CJ degree + arbitration background makes you a credible second reader on the response draft. You will not own this SOP — Ayisha owns it with founder co-sign — but you must understand it cold.
Reading focus: the 6 steps, the 10-day vs 20-day clocks, when to escalate to external counsel (Vicente LLP).
Why for you: Several SEV-2 categories overlap with claims work: COA-forgery flags from SOP 17.2, payment-fraud events, suspicious order patterns. When the security lane and the claims lane overlap, you and Ayisha co-investigate. Read so you know which incidents trigger this SOP vs which stay inside the claims runbook.
Reading focus: SEV-1/2/3 definitions, the 30-minute internal notify, the TDPSA breach-notification timing for Texas residents.
Why for you: Most claims that look like "vendor disputes" trace back to a COA event — a contaminant fail, a forgery flag, a lab not in registry. Read the state machine carefully. When a claim hits your queue and the upstream cause is a COA event, you need to know whether it was already terminal-stated by COA Ops or still in flight.
Reading focus: the state machine diagram, the three escalation triggers (manual queue depth, contaminant + no vendor ack, forgery flag), the 48-hour terminal-state deadline.
Why for you: Vendor onboarding is owned by Vendor Ops, not you — but vendor disputes that arose during onboarding are a category of claim you will handle. Read so you know what "good onboarding" looks like; that gives you the baseline against which disputes get judged.
Reading focus: the 6 onboarding steps + SLAs, the escalation paths (KYC fail, license mismatch, COA parse-fail rate), the 7-day cycle-time KPI.
Why for you: When a lab loses accreditation, every COA from that lab needs re-validation — and that creates a wave of vendor-facing claims. You should know this cron exists and what its three signals (new lab / lab dropped / lab expiry <60 days) mean for your queue.
Reading focus: the three alerting signals, the escalation when DSHS list is unreachable for 3 consecutive runs.
Why for you: Lowest priority — read just so you know it exists. It is run by Studio Operations + Lola. Not your lane. But the monthly KPI snapshot includes "support-ticket volume" and "recalls handled," and those numbers come from your tier of work, so know that your queue feeds the monthly story.
Reading focus: skim the steps, note the KPIs.
Why for you: This is what vendors see. When you support a vendor through a recall, this is the runbook they are reading. Familiarize yourself so the language matches.
Reading focus: the three trigger flows (V-2a vendor-initiated, V-2b manufacturer-initiated, V-2c inspector-initiated), the "If this happens, then" exceptions.
The 10-day-clock SOP from the operator's seat. Same content as 17.5 but written for the vendor at 7:42 a.m. with one cashier on the floor. Read both — you are the bridge between them.
Tape this one to the wall. When DSHS or TABC walks in unannounced, this is the script. As field ops, you may be the person on-site when an inspector arrives at a vendor location.
Annual $5,000-per-location DSHS re-up. Vendor-driven, but lapses create claims (claims about why we did not catch it earlier). Know the surface.
Per the v3.5 spec, recall + audit drills run quarterly. Your 30-day deliverable is to attend one drill or schedule one if none is planned in your first 30 days. Lola will pair you with Robert Taylor (per §19.5 R-O01, recall-drill co-owner).
/ops/sops/ (target state). Today they live in §17 of the strategy doc. Every SOP is reviewed quarterly. SOPs failing 95% completion-criteria hit-rate get redesigned, not relabeled.JobRun (automated) or OpsLog (human-driven). When you handle a claim that triggers an SOP, the audit trail must include your OpsLog entry.I checked for gaps you should know about going in:
project_balboa_standup_audit.md confirms claims runbook was identified as a gap.)/ops/sops/. The migration from in-spec to canonical-on-disk SOP files is queued; until then, treat §17 of compliance-seal-v3.5.md as the source-of-truth.Goal of the rubric: Get you from "new hire" to "fully integrated owner of the claims & field-ops lane" in 30 days. Each week has goals, deliverables, support contacts, and red flags. End-of-month review with Lola + Ayisha decides next 60-day goals.
#operations (~3 sentences).#standups by end of Day 2 (Lola or Amena will share template).| Person | Role | Why this 1:1 | Suggested duration |
|---|---|---|---|
| Lola Daniels | Chief of Staff / Head of Operations (your manager) | Manager 1:1 — sets cadence (likely weekly), goals, reporting style. | 60 min |
| Ayisha Oglivie ("Balboa") | Compliance / strategic ops (functional COO) | Compliance lens — she owns 17.5 (DSHS NOVs) which you support; her standup spans 17 active lanes. | 45 min |
| Robert Taylor ("Rep") | Head of QA Engineering & AI Automation | Recall-drill co-owner per §19.5 R-O01. He's also your read-only-access provisioner for code/observability tools. | 30 min |
Purple (lavendar handle, posts as @purple) |
VP of Product Quality & Experience | She runs cert and mentors Alicia on CX standards. Useful peer for "how do escalations actually feel from the QA side." | 30 min |
| Alicia Garrett | CS Tier 1 lead (your direct report) | Direct-report intro. She's slotting into the Chatwoot AI-first redesign. | 60 min |
| Heaven Lee | CS Tier 1 trainee (indirect via Alicia) | Brief intro — she's HS senior, hospitality background, and Jonathan's stepdaughter. Friendly, not transactional. | 20 min |
| Jonathan Sullivan | Founder | Founder 1:1 — he is blind, works by phone + AI. Speak plainly, name things by name (not "this thing here"). | 30 min |
@lola) — your daily go-to.@balboanyc) — for DSHS, regulatory, and compliance-adjacent claim questions.@amena) — for "where is X?", "who owns Y?", "draft me a Z," and SOP / memory lookups.AI → Heaven → Alicia → you → Ayisha → Jonathan) by end of Day 3.HD Claim doctype scoping conversation with Lola + Rep started. Output: a one-pager defining fields, states, escalation triggers — even if not yet built.#incidents or whichever channel hosts them).OpsLog / HD Claim / Plane (whichever surface ends up canonical).A few things worth saying out loud:
#operations and #incidents.Welcome aboard. Lola will be your first DM Monday morning. I (Amena) will be your second.
Document version: 1.0 · Generated 2026-05-10 · Owner: HempDash Operations (Lola) · Reviewer: Ayisha Oglivie · Effective: Week of 2026-05-05 start
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