HTAC 911-to-988 Executive Planning Guide

Turn the concept of 911-to-988 diversion into a clear, actionable strategy.

The HTAC 911-to-988 Diversion Executive Planning Guide is designed for law enforcement executives, emergency communications leaders, and implementation teams preparing to develop a responsible, agency-specific 911-to-988 diversion program.

Successful implementation requires more than identifying which calls might be appropriate for diversion. Leadership must establish the organizational, operational, legal, technological, and partnership framework that will guide the program before personnel are expected to put it into practice.

This comprehensive guide walks leadership through the critical decisions that should be addressed before policy development, personnel training, or program launch. Rather than prescribing a one-size-fits-all protocol, it provides a structured planning framework that allows each agency to develop a program around its own operational environment, legal requirements, available resources, technology, and local 988/crisis-system capabilities.

The Executive Planning Guide Addresses:

• Executive leadership and program governance
• Strategic goals and desired outcomes
• Stakeholder identification and responsibilities
• Legal, policy, and risk-management considerations
• Agency-specific eligibility and exclusion criteria
• 911-to-988 transfer and operational workflows
• Crisis-provider coordination
• CAD, technology, and documentation considerations
• Dispatcher and supervisor preparation
• Quality assurance and performance measurement
• Pilot implementation planning
• 30/60/90-day program evaluation
• Executive authorization and pre-launch readiness

Practical Planning Tools

The guide includes worksheets, decision points, planning tools, and implementation considerations designed to help leadership:

• Identify unresolved implementation issues
• Establish executive ownership and accountability
• Determine stakeholder responsibilities
• Document key program decisions
• Identify legal and operational questions requiring additional review
• Evaluate local 988/crisis-provider capabilities
• Establish implementation priorities
• Prepare for policy and procedure development
• Create a roadmap toward pilot implementation

Built for Agency-Specific Planning

Every jurisdiction is different. Your 911-to-988 diversion program should reflect that.

This guide does not establish a universal 911-to-988 protocol. Instead, it helps your organization ask the right questions and make informed decisions based on its own policies, legal guidance, operational requirements, staffing, technology, available resources, and behavioral-health/crisis-system capabilities.

Need Help Turning the Plan Into a Program?

Planning establishes the direction. Implementation turns those decisions into operational practice.

HTAC provides agency-specific 911-to-988 consultation and implementation assistance for organizations that want professional support moving from executive planning to program development.

Consultation services may include:

• Executive and stakeholder facilitation
• Agency readiness and gap analysis
• Program design and implementation planning
• Policy and workflow development support
• Agency-specific eligibility and exclusion framework development
• 988/crisis-provider coordination
• CAD and operational process planning
• Dispatcher and supervisor training development
• Pilot implementation support
• Quality assurance and performance measurement
• Program evaluation and refinement

Need assistance developing your agency's 911-to-988 diversion program?

Request a Consultation →

Ready to Build Your Program?

Once leadership has established the strategic direction, move from PLAN to BUILD with the HTAC 911-to-988 Diversion: Agency Implementation Toolkit.

The Implementation Toolkit provides practical worksheets, checklists, development frameworks, transfer-planning tools, risk-management resources, technology-readiness tools, pilot resources, and QA/QI materials designed to help your implementation team turn executive decisions into an actionable agency program.

View the Agency Implementation Toolkit →

Product Details

Digital PDF Download
Single-Agency License
Immediate Electronic Delivery After Purchase

Plan with purpose. Build with structure. Implement with confidence.

License Notice

Purchase grants the purchasing agency or organization a limited, non-exclusive Single-Agency License to use this product for authorized internal planning and implementation purposes. Purchase does not transfer ownership of the underlying intellectual property.

Materials may not be resold, sublicensed, commercially redistributed, publicly posted, shared with unrelated agencies or organizations, or incorporated into third-party commercial training or consulting services without written authorization from Holguin Training & Consulting, LLC.

This resource is provided for educational, organizational-planning, and program-development purposes. It does not constitute legal, medical, behavioral-health, or clinical advice and does not establish a universal 911-to-988 operational protocol. Each agency remains responsible for reviewing and approving its own policies, procedures, eligibility and exclusion criteria, emergency-response requirements, transfer protocols, training standards, and operational decisions.

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