Staffing & Training Key Positions

By reviewing this section of the guide first responders will be able to:

1. Recognize how the key roles of program coordination and case management are central to delivering services within deflection and diversion programs

2. Identify training components and offerings to support deflection and diversion implementation and staffing

Program staffing will depend on the program size and resources needed and available. Many programs have started with very few dedicated staff (e.g., a point person within the department and several volunteers) and have evolved as they built capacity and secured more resources. An important point to recognize is that agencies can get started with minimal staff and then build towards a more fully staffed program over time. There are two critical roles that are necessary to set up to operate and develop deflection programs: Program Coordination and Case Management.

Section A: Program Coordination

Program coordination staff work to organize the overall efforts of the deflection programs. They are crucial to partnership building, data management, and decision making in a deflection effort.[68] Duties may entail supervising individuals engaged in delivering direct services, such as case managers, building and maintaining partnerships with other organizations, promoting community-wide events, developing materials (e.g., protocols, outreach brochures) and coordinating training. In regional or other multi-jurisdictional sites, program coordinators organize efforts across these agencies. They are integral to building the capacity of the programs over the long term, including securing funding sources and creating processes to institutionalize programs.  

Many sites have a dedicated non-law enforcement program manager to coordinate the deflection activities. In other examples, individuals that coordinate other initiatives within the department that require similar skills staff the program manager role. Law enforcement officers or public safety personnel in management positions also play this role, especially when their positions are dedicated to implementation and management of community-based initiatives. A final example is a coordinator role provided by a partner provider agency that has dedicated time to support the partnership.

Section B: Outreach and Support

First responder agencies with deflection programs often hire social services personnel, recovery coaches, peer supports and/or outreach workers, or utilize volunteers to handle outreach and support efforts. In other circumstances, partnerships with external agencies can provide departments with these workers. These staff/volunteers work closely with specific participants in the deflection program. Depending on the kind of deflection program, they may conduct outreach (with or without officers during post-overdose outreach or during street outreach at local hot-spot locations), provide intake assessments, navigate individuals to treatment, provide harm reduction resources, monitor progress through the treatment and programming, and offer guidance to individuals in recovery.  

Promising Practice Recommendations:  

  1. PAARI has an ongoing Partner Spotlight Webinar series that highlights various deflection and diversion programs across the country. These webinars provide great insight into how teams operate and how they are staffed and trained.
  2. PAARI’s “Best Practices for Embedding a Social Worker Within Your Police Department” shares helpful tips for both social workers and police departments, breaks down how social workers can make a difference in public safety, and includes sample policies and extra resources to get started.
  3. SAMHSA’s “Connecting Communities to Substance Use Services: Practical Approaches for First Responders” also highlights the different types of teams and staffing, in addition to various training and support recommendations.

Section C: Training for Program Staff and Officers

Comprehensive training is critical to successful deflection and diversion programs. Effective training ensures that all staff involved, from law enforcement officers to outreach workers and program coordinators, are well-prepared to handle the complexities and sensitivities of these initiatives. 

Training on the nature of substance use disorders, including understanding addiction as a chronic disease, the effects of different substances, and recognizing signs of overdose. This training helps staff approach individuals with empathy and knowledge.

  1. PAARI is trained to deliver “Responding to Addiction Training” through the Addiction Policy Forum. This training program discusses information on addiction science, treatment, recovery, self-care, and resources. This training aims to increase addiction knowledge, develop community support skills, and promote professional well-being through topics like addiction science, evidence-based treatment, wellness, and engagement strategies.
  2. The National Council for Mental Wellbeing’s Mental Health First Aid (MHFA) training is like a basic first aid course, but for mental health. Instead of learning how to help someone with a physical injury, you learn how to recognize the signs and symptoms of a mental health crisis or substance use issue. There is also a specific course for First Responders who encounter individuals with mental health and/or substance use crises.

Detailed training on the specific protocols and procedures of the deflection and diversion program, ensuring consistent application and adherence to best practices.

  1. JCOIN’s 90-minute “First Responder Deflection: A Warm-Handoff to Services in the Community” training gives a great basic overview of first-responder deflection programs
  2. Operation 2 Save Lives/QRT National by Cordata offers a two-day Deflection Academy Training, which equips participants to understand and implement deflection pathways to engage at-risk individuals, focusing on overdose response and addressing co-occurring mental health needs, trauma, and family support. Additionally, they are the only authorized mentors/trainers for Hub/Situation Tables in the United States.
  3. Crisis Intervention Team (CIT) training is a great foundational course for multidisciplinary teams. The CIT model aims to improve officer responses to mental health crises through specialized training to de-escalate crises, understand mental health issues, and divert individuals to treatment rather than the criminal justice system.
  4. The Law Enforcement Assisted Diversion/Let Everyone Advance with Dignity (LEAD) Support Bureau has specific toolkits and training available for organizations implementing a LEAD diversion program. The LEAD Support website has a step-by-step guide for implementing LEAD programming, including fact sheets and logic models.
  5. The Connecticut Community for Addiction Recovery (CCAR) has specific certified training for Recovery Coaches. Courses include the Recovery Coach Academy, Ethical Considerations for Recovery Coaches, and more.

Education on harm reduction principles, including the distribution and use of Naloxone, safe needle exchange programs, and fentanyl test strips. This training equips staff with practical tools to prevent overdoses and other harms.

  1. JCOIN and Addiction Policy Forum offers a “Fentanyl Facts and Overdose Risk” course to help criminal legal system professionals better understand the dangers of fentanyl. The course shares practical, evidence-based information aimed at reducing overdose deaths and supporting more informed, compassionate responses to people at risk in justice settings.
  2. PAARI’s Fentanyl Safety Roll Call Video gives law enforcement and first responders a quick, easy-to-follow rundown on staying safe around fentanyl. It covers what to look out for, how to protect yourself, and what to do in an overdose situation.
  3. PAARI’s “Xylazine 101” and “Xylazine Wound Care” videos break down what first responders need to know about xylazine, a dangerous drug showing up more often in the supply. These short videos explain what xylazine is, the risks it poses, and how to respond safely and effectively.

Training on the principles of trauma-informed care, which emphasizes understanding and responding to the impact of trauma on individuals. This approach is essential for building trust and rapport with participants.

  1. The Systems Mapping and Training Center at Policy Research Associates delivers a “How Being Trauma Informed Improves Criminal Justice Responses” training aimed to teach criminal legal system professionals about trauma and its impact on behavior. The training focuses on increasing safety, reducing recidivism, and supporting the recovery of people with criminal legal system involvement.
  2. The National Child Traumatic Stress Network has many free resources and training materials related to vicarious trauma, trauma-informed care, and specific lessons related to children and caregivers.

Training in communication skills, including motivational interviewing (MI) to encourage individuals to seek treatment and de-escalation techniques to manage potentially volatile situations. Here are a few online options and trainers available for MI:

  1. Motivational Interviewing Network of Trainers (MINT) has an online database of motivational interviewing trainers and courses available.
  2. Psychwire has multiple Motivational Interviewing (MI) modules from the founders of MI and expert trainers.

Consider training on privacy laws (e.g., HIPAA, 42 CFR Part 2), confidentiality requirements, and ethical guidelines related to data sharing and participant interactions. The following resources can help provide a foundation for understanding confidentiality in these programs, but it is always recommended to consult legal professionals for guidance with your specific program.

  1. Center of Excellence for Protected Health Information (CoE PHI) has a document on “Navigating Confidentiality in First Responder Deflection” and a 2024 webinar on 42 CFR Part 2 Final Rule from 2024