HTAC 911-to-988 Agency Implementation Package & Training Materials

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Move from program development to operational implementation, workforce preparation, and pilot launch. The HTAC 911-to-988 Diversion: Agency Implementation Package & Training Materi als 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 AssessmentIdentify organizational readiness, implementation gaps, and issues requiring attention. PLAN — Executive Planning GuideEstablish executive direction, governance, stakeholders, risk considerations, partnerships, and implementation strategy. BUILD — Agency Implementation ToolkitDevelop the operational framework, policies, workflows, transfer processes, technology planning, pilot structure, and QA/QI system. IMPLEMENT & TRAIN — Agency Implementation Package & Training MaterialsPrepare 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 DownloadSingle-Agency Implementation LicenseImmediate 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. Show more