Why Your Loved One Can't Call You Back: How Inmate Phone Calls Work at Shelby County Jail

Inmates at Shelby County Jail cannot receive phone calls. You can't call the jail and get connected to your loved one, and they can't pick up incoming calls like they would on the outside. If you're waiting for a callback, here's the key: the call has to start from inside the jail.

You also can't rely on staff to pass along messages. Jail staff won't relay requests like "Tell them to call me." Staying in touch depends on your loved one making an outgoing call - or using voicemail if that's the route you choose.

When your loved one calls, they're using phones in their housing unit. Access is generally during daytime hours, except during meals. That's why you might go stretches without hearing from them, then get a call at what seems like a random time. Each housing unit can have its own rules about phone location, usage times, and call length.

Certain calls are restricted. Inmates can't make non-typical collect calls, 3-way calls, or unwanted calls. If a call drops when someone tries to add a third person - or you're hoping they can conference in a family member - that's why it won't work.

Phone calls are recorded at Shelby County Jail, except for calls to an inmate's attorney. If you're discussing anything sensitive, assume someone could listen later. Keep conversations focused on support, logistics, and what they need from you.

The jail uses NCIC (Network Communications International Corporation) as its phone provider. NCIC handles the phone system and account options, so questions like "How do I pay for this?" or "Why won't my phone accept the call?" go through them.

• ✓ You can set up an NCIC prepaid account for up to 10 phone numbers.
• ✓ You can also set up an NCIC prepaid account tied to a specific inmate.
• ✓ With an inmate prepaid account, the inmate can place calls to any unblocked phone number.

For questions about service, prepaid accounts, or blocking issues, contact NCIC Customer Service at 800-943-2189 or info@ncic.com. The jail doesn't administer the phone system, so calling the facility won't fix billing or blocking problems.

1. Listen to the prompts when the call comes in - you’ll be given options during the call.
2. Accept the call if you want to talk - follow the phone prompts to connect.
3. Hang up if you don’t want to accept it - ending the call is always an option.
4. Use the prompt to block calls if needed - you can block all calls from that inmate or block all calls from any inmates in the Shelby County Jail.
5. Contact NCIC for blocking or account help - for prepaid accounts or blocking issues, call 800-943-2189 or email info@ncic.com.

Voicemail can help when you keep missing each other. At Shelby County Jail, inmate voicemail costs $1.50 for a three-minute message. That adds up quickly, so plan what you want to say before you record.