Penmate Inmate Support Guides
Phone & Messaging

How to Contact an Inmate at Facility

Phone calls are the fastest way to stay in touch with someone at Red Onion State Prison. Here's how the system works, what to expect, and what to check so your calls actually go through.

• 3 min read Based on general VA policies

When an inmate activates their PIN and uses the phone system, they're consenting to have their calls monitored and recorded. This applies to most calls with family and friends. The exception is verified attorney calls, which are not recorded. If you're an attorney (or setting up legal calls), make sure the call is verified through the proper process before assuming it's confidential.

Calls are capped at 20 minutes. Longer calls require special authorization from the Director, so plan to keep conversations focused. The system will cut off around the time limit.

Inmates can call family, friends, and legal aid, but only to numbers on their approved call list. Both landlines and cell phones work. The list is limited to 15 phone numbers total, and the inmate manages it. If your number isn't working, check first whether you're actually on the list and whether there's space available.

Note: The VADOC phone system runs through ConnectNetwork by Global Tel*Link. Keep this in mind when troubleshooting connection or account issues.

Steps to Follow

  • ✓ Ask the inmate to add your number to their approved call list (the list can only hold up to 15 numbers).
  • ✓ Make sure they have the correct number listed for you, whether it’s a cell phone or a landline.
  • ✓ If you receive a collect or debit call, decide in the moment whether to accept it. You can deny any collect or debit call from an inmate.
  1. Assume calls are monitored and recorded: Using the inmate phone system (after activating a PIN) means the inmate is consenting to monitoring and recording.
  2. Keep calls within the usual time limit: Calls are generally limited to 20 minutes unless the Director specifically authorizes a longer call.
  3. Handle attorney calls the right way: Properly verified attorney calls are the exception to monitoring and recording, so make sure the call is set up and verified before discussing privileged legal issues.

Tip: If you're dealing with a billing, account, or connection problem, ask whether it's tied to ConnectNetwork/Global Tel*Link so you reach the right support team.

What to Verify

  • ✓ Whether calls are monitored and recorded under the facility’s current policy
  • ✓ How “properly verified” attorney calls are handled so legal calls are not recorded or monitored
  • ✓ Whether the 20-minute limit applies in your situation, and what the process is for Director authorization if longer calls are needed
  • ✓ Whether the inmate has your number on their approved call list
  • ✓ The maximum number of approved phone numbers allowed (15)
  • ✓ Any additional restrictions that may affect which numbers can be added (for example, specific types of phone numbers)
  • ✓ Whether the facility uses ConnectNetwork by Global Tel*Link for inmate calls
  • ✓ How to handle collect or debit calls on your end, including your right to deny any collect or debit call from an inmate

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