Georgia’s 988 crisis line experienced a significant decline in performance after its vendor — Carelon Behavioral Health, a unit of Elevance Health — transitioned away from a subcontractor that staffed the state’s mental health crisis lines, KFF reported Jan. 28.
In March 2025, the percentage of 988 calls answered within the state dropped from 80% to 73%, then fell further to 62% in April before recovering to 79% by December. During the transition, Georgia’s call abandonment rate reached 18%, far above the 3% maximum set by the state.
The state later narrowed its definition of abandoned calls to exclude those disconnected in under 30 seconds or rerouted to national backup centers, effectively lowering the measured rate.
Carelon Behavioral Health, which is paid $17 million annually to manage the 988 line and the Georgia Crisis and Access Line, said the performance drop reflected a necessary vendor transition. The company said it is hiring more staff to meet demand.
Carelon Behavioral Health responded in a statement to Becker’s: “We are fully committed to making sure every Georgian in crisis can reach help through 988. Our dedicated teams in Georgia undergo lengthy training to ensure every caller gets timely, compassionate support. During a transition last spring, our in-state answer rate dipped but no call went unanswered – calls were routed to the national line when needed. We continue to work with our state partners to meet the standards they’ve set, and share in their commitment to this important service.”
