A decade ago, a small group of us introduced the term “care traffic control” to describe a critical need in behavioral health crisis care: a system that ensures no one falls through the cracks. Inspired by the intricate coordination of air traffic controllers, the concept aimed to transform the way we support individuals in crisis, guiding them through the chain of care with precision and compassion.
In the years since, the meaning behind “care traffic control” has sometimes been overshadowed by the challenges and complexities of implementing such a system. But recent tragedies, such as the loss of Virginia State Senator Creigh Deeds’ son, Gus, to suicide, remind us why this vision remains vital.
The High Cost of Fragmented Care
Gus Deeds’ story is a haunting example of the gaps in our crisis care system. After being evaluated and deemed in need of psychiatric inpatient care, he was left waiting for a bed. Eight hours later, legal obligations required the facility to release him without connecting him to care. Tragically, Gus returned home, where he took his own life and injured his father in the process.
This heartbreaking outcome wasn’t due to a lack of compassion from the crisis workers involved. They, like so many others in the field, were dedicated to supporting the individuals in front of them. But once that immediate interaction ended, the system failed to hold on to Gus, to ensure he was guided through every step until he received the care he needed.
This fragmented approach has long been the norm in crisis care—a series of isolated interactions rather than a cohesive, coordinated journey.
What Care Traffic Control Should Look Like
In aviation, controllers use “flight progress strips” to track every plane under their supervision. These strips ensure that no flight is forgotten, lost, or left to chance. The controller owns those planes until they land safely or are handed off to the next responsible party.
Crisis care should operate the same way. Every individual in crisis deserves a system that tracks their journey from the moment they seek help to the moment they are connected with the appropriate care. No one should be left sitting in a waiting room, adrift without guidance or support.
At Behavioral Health Link (BHL), we began building this vision two decades ago, developing proprietary software to track and manage crisis calls and high-intensity referrals in real time. This technology, coupled with human compassion and accountability, laid the foundation for care traffic control in action.
Real-Time Crisis Management: A Game-Changer
One of our earliest innovations at BHL was the Active Call Management dashboard. This tool allowed us to monitor live crisis calls, tracking their progression—whether they were triaged as routine, urgent, or emergent—and ensuring referrals were actively pursued. Supervisors could intervene in real time, providing support and preventing delays.
Building on this, we developed the High-Intensity Service Referral Tracker, which focused on individuals with the most acute needs, such as those requiring detoxification, inpatient care, or mobile crisis team intervention. By tracking these cases in real time and measuring outcomes in minutes—not days—we created a system that reduced the risk of individuals falling through the cracks.
We used color-coded business rules (green, yellow, red) to prioritize cases and ensure timely resolutions. This approach not only improved accountability but also demonstrated how technology could support the human principles of care: empathy, engagement, and a commitment to seeing every individual through to safety.
The Human Element of Care Traffic Control
While technology provides critical tools, the heart of care traffic control lies in the human principles of crisis work. It’s about taking someone by the hand—literally or figuratively—and staying with them until they are securely connected to care.
This level of commitment is what sets apart a truly effective crisis care system. It’s not just about managing high volumes or meeting diversion metrics; it’s about ensuring that every individual feels seen, supported, and guided through their journey.
The Road Ahead
Despite significant progress, we still have work to do. Stories like Gus Deeds’ remind us that gaps in crisis care can have devastating consequences. We must continue to invest in technology, infrastructure, and human-centered principles to create a seamless system of care.
The vision of care traffic control is more than a metaphor. It’s a call to action—a reminder that every individual in crisis deserves a pathway to recovery that is safe, coordinated, and compassionate.
At BHL, we remain committed to this mission. Together with our partners, we are working to ensure that no one is lost to the cracks of a fragmented system. With the right tools and the right mindset, we can achieve a future where every individual in crisis is supported, every step of the way. Because when it comes to crisis care, no one should ever have to navigate the journey alone.
David Covington is the Managing Partner & Co-Founder of Behavioral Health Link
Join us on Lifelines with David and John, a 988 Podcast, where we delve into the fascinating world of crisis intervention and explore the inception and growth of the transformative 988 lifeline. Since its launch on July 16, 2022, 988 has become a beacon of hope and innovation in suicide and crisis prevention. David, the visionary behind the Atlanta crisis center, and Dr. John, a key figure in post-9/11 mental health disaster response, have played crucial roles in shaping the National Suicide Prevention Lifeline and the emergence of 988.
Lifelines with David & John: The 988 Podcast is not just a podcast; it’s a movement towards a future where every call for help is met with understanding, and every individual in crisis finds a beacon of hope.