Why You Can't Find Facility Handbooks Online Anymore (And What That Means for Families)

If you've been searching for a facility handbook and coming up empty, you're not imagining it. As of February 17, 2025, facility handbooks that used to be posted online were removed from facility web pages. Families now have to get key rules and day-to-day details another way. Here's what changed, what handbooks used to cover, and how to confirm current information before you send money, mail, or show up for a visit.

Facility handbooks used to be available online, making it easy to check rules without tracking down the right person on the phone. That changed on February 17, 2025, when these handbooks were removed from facility web pages. The practical impact is straightforward - if you're relying on the facility's website to answer detailed questions, you won't find the same level of guidance there anymore.

Handbooks weren't just a welcome packet. They were often the one place that pulled the basics together in plain language. A typical handbook covered admissions and orientation (what happens when someone first arrives), main contact points for families, and practical details like programs and commissary. For families, that mattered because it reduced guesswork at the exact moment you're trying to stabilize things - figuring out how to communicate, how to support your loved one, and what to expect during those first days and weeks.

• ✓ Plan visits and avoid wasted trips by checking current rules before you travel
• ✓ Understand how commissary works and what your loved one can actually buy
• ✓ Prepare mail correctly so letters and photos don’t get rejected or delayed
• ✓ Get a clearer picture of admissions and orientation timelines so you know what “normal” looks like early on
• ✓ Find the right contact points instead of being bounced between departments

1. Call the facility and ask for the current policy source - Don’t just ask, “What are the rules?” Ask which policy, memo, or posted notice staff are using today, since handbook pages aren’t available online.
2. Request the correct “family information” contact - If the person who answers can’t confirm details, ask who handles visiting, mail, and funds so you can speak to the right desk.
3. Use the regional office when you can’t get a clear answer - Some handbooks listed regional contact information for follow-up. If you’re getting conflicting guidance locally, regional staff can often point you to the current standard.
4. After admission, have your loved one confirm unit-specific rules - Some procedures are set at the unit level, and the most accurate details may come after your loved one is placed and can ask staff directly.
5. Re-check before you act - If you’re about to travel, send money, or mail something time-sensitive, confirm again the same day when possible. Policies and schedules can change.

• ✓ Current visitation days/times and any sign-up requirement
• ✓ What identification visitors must bring and whether minors have special rules
• ✓ Admissions and orientation timeline (what happens first, and what delays are common)
• ✓ Mail rules (address format, what’s allowed, and what gets rejected)
• ✓ Commissary and money rules (how funds are added and any limits)
• ✓ Medical procedures that affect families (how prescriptions, ongoing care, or urgent issues are handled)

What-to-ask

• ✓ What is the admissions and orientation (A&O) timeline right now, and what should families expect during that period?
• ✓ When will my loved one be able to make calls or send messages after intake?
• ✓ What is the correct mailing address format, and what items (photos, cards, paper types) are rejected?
• ✓ How do I add money for commissary, and are there limits or holds during intake?
• ✓ What are the current visitation rules (schedule, approval process, dress code basics, and cancellation policies)?
• ✓ If my loved one has medical needs, what is the process for ongoing medications and follow-up care?
• ✓ For menstrual supplies and other basic hygiene needs, what is the procedure to request them and how quickly are requests filled?
• ✓ If something urgent happens (medical, safety, or mental health), who should the family contact and what information should we be ready to provide?

1. Ask for the rule behind the answer - If you’re told “that’s not allowed,” ask what policy or posted notice it’s based on.
2. Repeat the question back in plain language - “So to confirm, I should not send X, and I should send Y instead?” This catches misunderstandings quickly.
3. Request written confirmation when the stakes are high - For mail rejections, funds, visits, or medical procedures, ask whether the facility can confirm by email or provide the current written guidance.
4. Escalate to the regional office if answers conflict - If you get different answers from different staff, move the question up to the regional contact point.
5. Document what happened - Keep a simple log of names, dates, and what you were told so you can reference it later if something changes.

With handbooks gone from facility websites, the "source of truth" shifted back to direct confirmation - phone calls, posted notices, and what staff are currently enforcing. That makes record-keeping essential. Keep a running note with the date you called, who you spoke with, and the exact wording of any key rules you were given. Focus especially on visits, mail, and money. If you can get confirmation in writing, save it. If you can't, your notes still help you stay consistent and push back calmly when you're told something different later.

• ✓ Start with the unit or department that handles the issue (visiting, mail, funds)
• ✓ If you can’t get a clear or consistent answer, contact the regional office
• ✓ If the issue involves urgent health or safety concerns, ask for the appropriate supervisor contact