Why do we call the people who come to our crisis facilities “guests”? For some, it might seem like a semantic choice—a softer label to ease discomfort. But in truth, it’s far more profound than that. This choice represents a deliberate stance, a shift in perspective that redefines the way we approach mental health and crisis care.
It’s a philosophy rooted in dignity, respect, and partnership—a recognition that words matter deeply. Language carries power. When we label someone a “patient,” we unintentionally create a hierarchy: the expert versus the one who needs fixing, the one with the answers versus the one with the problem. That dynamic, while well-meaning, can undermine recovery, especially during a crisis when individuals already feel like their world is closing in.
But when you are welcomed as a “guest,” the experience changes entirely. A guest is valued. A guest is treated with dignity. A guest belongs.
Shifting the Paradigm: A Purposeful Transformation
This shift in perspective didn’t happen by accident. It emerged from a purposeful transformation in crisis care that began in the early 2000s at Recovery Innovations. One pivotal decision during that time fundamentally reshaped our approach: integrating hundreds of individuals with lived experience into our workforce—not as tokens, but as essential members of interdisciplinary teams.
These peer supporters, individuals who have navigated their own experiences with mental health challenges, suicide attempts, substance use, or homelessness, now make up about a third of our staff. They work alongside clinicians, physicians, and consultants, bringing a unique and irreplaceable perspective to the care we provide.
Imagine walking into a crisis center and being greeted not just by professionals in white lab coats but by someone who truly gets it—someone who has been where you are, someone who has felt what you’re feeling. That shared experience creates a connection clinical training alone cannot replicate. It opens a safe, authentic space for vulnerability, trust, and healing.
Honoring the Guest: Dismantling Stigma and Shame
For far too long, crisis facilities have been seen as a place of last resort—a destination for people who’ve exhausted all other options or who society doesn’t know how to help. The term “guest” is part of our effort to change that narrative.
When someone enters our doors, we want them to feel valued and respected, not as a problem to be solved, but as a person to be supported. Calling someone a guest is our way of saying: We see you. We hear you. We respect you.
This approach extends beyond words; it’s embedded in the design of our facilities, the makeup of our teams, and the philosophy of our care. It’s about creating an environment where people feel welcome, safe, and empowered to take the first steps toward healing.
The Transformative Power of Peer Support
Our peer supporters are living proof of resilience and recovery. Their presence sends a powerful message: You can get through this. These individuals are more than role models—they’re lifelines, offering a tangible example of what’s possible.
Their ability to connect is unmatched because they bring their whole selves to the table, sharing stories of struggle and strength. It’s a connection that breaks down barriers, dismantles stigma, and fosters hope.
One of the most profound moments I’ve experienced in this work is hearing top leaders in healthcare disclose their own histories of suicide attempts or mental health struggles—stories they’ve never shared before due to fear of discrimination. The bravery of those disclosures underscores the power of creating spaces where people feel seen and understood.
Redefining Crisis Care: A Philosophy of Partnership
Our philosophy—honoring every individual as a guest—is more than a change in language. It’s a transformation of the entire crisis care experience.
By redefining the roles and relationships within crisis care, we’re dismantling the traditional power imbalance and replacing it with a partnership rooted in mutual respect and shared humanity. We’re showing that crisis care can be more than a safety net; it can be a springboard toward resilience, hope, and recovery.
A Commitment to Transform Lives
When we say “Long live the guest,” we’re embracing more than a title—we’re embracing a commitment. We’re honoring the stories, the struggles, and the humanity of every person who walks through our doors.
Crisis care, at its best, is a journey—a shared commitment to resilience and recovery. It’s about recognizing that every person has the answers within themselves; our role is to support them as they find their way forward.
By welcoming individuals as guests, we’re not just redefining crisis care; we’re transforming lives—one story, one connection, and one moment of hope at a time.
So yes, long live the guest. Long live every individual who trusts us with their story. And long live the idea that crisis care can be a place of dignity, connection, and transformation.
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.