911 to 988 Implementation Toolkit

Turn your agency’s 911-to-988 diversion strategy into an actionable implementation framework.

The HTAC 911-to-988 Diversion: Agency Implementation Toolkit is designed for law enforcement agencies and emergency communications centers that are ready to move beyond planning and begin building the operational foundation of an agency-specific diversion program.

Successful implementation requires much more than deciding which calls may be appropriate for transfer to 988. Agencies must translate executive decisions into policies, procedures, workflows, partnerships, technology requirements, training plans, documentation standards, quality-assurance processes, and measurable implementation objectives.

The Agency Implementation Toolkit provides the practical worksheets, checklists, planning frameworks, and implementation tools needed to organize those decisions and move your agency from PLAN to BUILD.

Rather than prescribing a universal diversion protocol, the toolkit helps your organization develop a program around its own policies, operational requirements, legal guidance, staffing, technology, available resources, and local 988/crisis-system capabilities.

What's Included

The toolkit provides practical implementation resources addressing:

• Implementation governance and project charter
• Stakeholder identification and responsibility planning
• Current-state assessment and gap analysis
• Legal, policy, and risk-management considerations
• Policy development framework
• Agency risk register
• Agency-specific eligibility criteria development
• Exclusion and emergency criteria development
• Operational decision authority
• 911-to-988 diversion workflow development
• Transfer protocol planning
• Failed-transfer and escalation procedures
• 988/crisis-provider capability assessment
• Partner roles and responsibilities
• CAD and technology planning
• Documentation requirements
• Dispatcher training readiness
• Supervisor preparation
• Pilot implementation planning
• Go-live readiness
• Daily pilot review
• Quality assurance and diverted-call review
• Executive performance measurement
• 30/60/90-day evaluation
• Change control and continuous improvement
• Comprehensive implementation master checklist

Practical Tools for the Implementation Team

This toolkit is designed to help your agency move from discussion to documented action by providing structured resources to:

• Assign implementation responsibilities
• Identify unresolved operational issues
• Document agency decisions
• Develop agency-specific policies and workflows
• Establish locally approved eligibility and exclusion frameworks
• Define transfer and escalation procedures
• Evaluate local 988/crisis-provider capabilities
• Prepare CAD and technology requirements
• Identify dispatcher and supervisor training needs
• Plan a controlled pilot
• Establish quality-assurance measures
• Track implementation progress
• Evaluate and refine the program after launch

Built for Agency-Specific Implementation

Your agency defines the protocol. The toolkit helps you build the framework.

There is no single 911-to-988 diversion model appropriate for every jurisdiction.

The HTAC Agency Implementation Toolkit does not establish universal eligibility criteria, exclusion criteria, emergency-response thresholds, or transfer protocols. Instead, it provides a structured framework that allows agencies to develop and document those decisions based on their own legal guidance, policies, operations, resources, technology, and local crisis-response system.

The purchasing agency retains responsibility for reviewing and approving its final policies, procedures, protocols, training standards, and operational decisions.

Who It's For

Designed for:

Law Enforcement Executives • Sheriff's Departments • Police Departments • Public Safety Answering Points (PSAPs) • Emergency Communications Leaders • Dispatch Managers & Supervisors • Behavioral-Health/Co-Response Programs • Training Units • Policy & Risk Personnel • 911-to-988 Implementation Teams

Ready to Move From BUILD to IMPLEMENT & TRAIN?

Building the framework is the next step. Preparing your people to operate within it is what brings the program to life.

Once your agency has developed its operational framework, the HTAC 911-to-988 Diversion: Agency Implementation Package & Training Materials provides the next level of support.

The package expands upon implementation planning with resources for:

• Dispatcher training
• Supervisor preparation
• Scenario-based training
• Knowledge and skills assessment
• Competency evaluation
• Pilot launch
• Operational issue tracking
• Diverted-call quality assurance
• Executive performance measurement
• 30/60/90-day evaluation
• Training approval and change control

View the Agency Implementation Package & Training Materials →

Or Get the Complete 911-to-988 Implementation System

Want the resources for the entire implementation journey?

The HTAC 911-to-988 Diversion Complete Agency Implementation Bundle combines all four resources into one comprehensive system:

ASSESS — 15-Point Agency Readiness Assessment
Evaluate organizational readiness and identify implementation gaps.

PLAN — Executive Planning Guide
Establish executive direction, governance, partnerships, risk considerations, and implementation strategy.

BUILD — Agency Implementation Toolkit
Develop the policies, workflows, transfer processes, technology plans, pilot structure, and QA/QI framework.

IMPLEMENT & TRAIN — Agency Implementation Package & Training Materials
Prepare dispatchers and supervisors, conduct scenario-based training, assess competency, launch the pilot, and evaluate performance.

Get All Four & Save

Total Individual Value: $1,322

Complete Agency Implementation Bundle: $1000

Your Agency Saves $322

View the Complete Agency Implementation Bundle →

Need Help Building Your Program?

You don't have to implement it alone.

HTAC provides agency-specific 911-to-988 consultation and implementation assistance for organizations seeking professional support throughout the development process.

Consultation services may include readiness and gap assessment, executive and stakeholder facilitation, program design, policy and workflow development support, eligibility and exclusion framework development, 988/crisis-provider coordination, dispatcher and supervisor training development, pilot implementation, quality assurance, performance measurement, and program evaluation.

Request a Consultation →

Product Details

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

Organize. Develop. Prepare. Implement.

Build a 911-to-988 diversion program designed around your agency and the community you serve.

License Notice

Purchase grants the purchasing agency or organization a limited, non-exclusive Single-Agency License to use this product for authorized internal planning, program development, and implementation purposes. Purchase does not transfer ownership of HTAC 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 policies, procedures, eligibility and exclusion criteria, emergency-response requirements, transfer protocols, training standards, and operational decisions.

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