Agency Implementation Package & Training Materials

Move from program development to operational implementation, workforce preparation, and pilot launch.

The HTAC 911-to-988 Diversion: Agency Implementation Package & Training Materials is designed for law enforcement agencies and emergency communications centers that are ready to move beyond planning and begin preparing their organization, personnel, supervisors, and systems for implementation.

Developing a diversion program is only part of the process. Personnel must understand how the program works. Supervisors must be prepared to support complex decisions. Transfer procedures must be established and tested. Training must reflect actual agency policy. And leadership needs a process for evaluating whether the program is operating safely, consistently, and as intended.

This comprehensive package brings those elements together into an integrated framework designed to help agencies move from program development to workforce preparation, controlled pilot implementation, quality assurance, and ongoing evaluation.

Rather than imposing a universal protocol, the package is designed to be customized around the purchasing agency's approved policies, procedures, eligibility and exclusion criteria, technology, documentation requirements, and local 988/crisis-system capabilities.

Agency Implementation Resources

The package includes practical implementation resources addressing:

• Executive governance and program oversight
• Stakeholder roles and responsibilities
• Legal, policy, and risk-development considerations
• Agency-specific eligibility and exclusion framework development
• Operational workflows
• 911-to-988 transfer procedures
• Failed-transfer and escalation procedures
• 988/crisis-provider coordination
• CAD and technology considerations
• Documentation requirements
• Pilot implementation
• Quality assurance and continuous improvement
• Program evaluation

Dispatcher Training Framework

The package provides a customizable instructional framework addressing:

• Purpose and scope of 911-to-988 diversion
• Understanding the complementary roles of 911 and 988
• Dispatcher responsibilities and limitations
• Crisis communication and rapport
• Agency-required emergency screening
• Agency-approved eligibility and exclusion criteria
• Introducing the transfer to callers
• Completing the agency-approved transfer process
• Failed transfers and alternative response pathways
• Recognizing changing circumstances
• Documentation requirements
• Scenario-based application

Supervisor Preparation

Supervisors play a critical role in supporting personnel and maintaining consistency during implementation.

Supervisor resources address:

• Policy interpretation and application
• Complex or ambiguous situations
• Exceptions and escalation
• Failed-transfer decisions
• Changing circumstances
• Critical incidents
• Dispatcher coaching and remediation
• Quality assurance
• Crisis-provider and operational issues
• Identifying policy, training, technology, or system problems
• Program feedback and continuous improvement

Scenario-Based Training

The package includes customizable scenarios that allow personnel to practice applying agency-approved procedures to realistic situations involving:

• Emotional and behavioral-health crises
• Suicide concerns
• Weapon information
• Third-party callers
• Requests for law enforcement response
• Behavioral-health complaints involving medical symptoms
• Provider unavailability
• Failed transfers
• Changing circumstances
• Crisis-provider recontact with 911

Scenarios are designed to be modified to reflect the purchasing agency's actual policies, resources, procedures, and local operating environment.

Knowledge, Skills & Competency Assessment

Implementation should involve more than simply presenting information.

The package includes tools to help agencies evaluate whether personnel can appropriately apply their approved procedures, including:

• Knowledge assessment
• Practical skills evaluation
• Dispatcher competency assessment
• Scenario-based evaluation
• Supervisor review considerations
• Coaching and remediation opportunities

Pilot Implementation & Go-Live Resources

Prepare your organization for a controlled launch with resources addressing:

• Pre-launch readiness
• Go-live checklist
• Dispatcher and supervisor preparation
• Pre-shift pilot briefing
• Daily pilot review
• Operational issue tracking
• Failed-transfer review
• Technology and partner issues
• Corrective-action tracking

Quality Assurance & Program Evaluation

Implementation doesn't end when the program goes live.

The package includes tools to support ongoing oversight and continuous improvement, including:

• Diverted-call QA review
• Pilot issue tracking
• Executive performance dashboard
• Documentation review
• Training and policy issue identification
• 30/60/90-day program evaluation
• Corrective-action tracking
• Training change control
• Program refinement

Built for Agency-Specific Implementation

There is no one-size-fits-all 911-to-988 diversion protocol.

This package provides an implementation and training-development framework rather than a universal operational directive.

Before operational use, agencies should customize the materials to reflect their approved policies, procedures, eligibility and exclusion criteria, emergency-response requirements, transfer processes, supervisory requirements, CAD configuration, documentation standards, and local 988/crisis-provider capabilities.

The purchasing agency retains responsibility for reviewing and approving its final operational model and agency-specific training.

Who It's For

Designed for:

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

Want the Complete 911-to-988 Implementation System?

Don't start at implementation. Build the foundation first.

The HTAC 911-to-988 Diversion Complete Agency Implementation Bundle brings together all four HTAC resources into one comprehensive system designed to take your organization through the entire process:

ASSESS — 15-Point Agency Readiness Assessment
Identify organizational readiness, implementation gaps, and issues requiring attention.

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

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

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

Get All Four & Save

Individual Product Value: $1,322

Complete Agency Implementation Bundle: $1000

Your Agency Saves $322

Instead of purchasing the Implementation Package alone for $795, add the Readiness Assessment, Executive Planning Guide, and Implementation Toolkit for just $205 more.

View the Complete Agency Implementation Bundle →

Need Professional Implementation Assistance?

Every agency is different. Your 911-to-988 diversion program should be too.

HTAC also provides agency-specific consultation and implementation assistance for organizations seeking professional support with program development, stakeholder facilitation, policy and workflow development, 988/crisis-provider coordination, dispatcher and supervisor training, pilot implementation, quality assurance, and program evaluation.

Request a Consultation →

Product Details

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

Develop the program. Prepare your people. Implement with purpose.

License Notice

Purchase grants the purchasing agency or organization a limited, non-exclusive Single-Agency Implementation License for authorized internal implementation and workforce-preparation purposes. Purchase does not transfer ownership of HTAC intellectual property or automatically grant an unrestricted commercial, sublicensing, or third-party training license.

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

This package is provided for educational, organizational-planning, implementation, and training-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.

© 2026 Holguin Training & Consulting, LLC. All Rights Reserved.