How Phone Calls Work in Missouri DOC Facilities: What Families Need to Know
Phone calls in Missouri DOC facilities work differently than you might expect—your loved one calls you, not the other way around. Here's how to get set up to receive calls, what the rules are, and what can get a call blocked or cause problems.
Missouri DOC facilities don't allow incoming calls to offenders. All calls are outgoing - your loved one calls you when they have phone access (though someone on restricted status may lose this privilege temporarily). You can't call them directly. The key is getting your phone set up so their calls actually go through.
Each offender uses a personal identification number (PIN) to place calls. The automated system verifies their identity through this PIN before routing the call through the vendor platform.
- ✓ Buy debit minutes through the canteen
- ✓ Buy debit minutes from a kiosk
- ✓ Use an account set up through Securus
- ✓ Use Advance Connect (through Securus) to fund calls in advance to a specific billing telephone number (BTN)
Calls can also come through a phone app on JPay tablets, which run on Securus Technologies. If your loved one mentions calling from a tablet instead of a wall phone, this is what they're referring to.
Assume every call is recorded. Missouri DOC monitors calls for security, so stick to family updates and everyday conversation - nothing you wouldn't want played back.
Note: Toll-free calls and three-way calls can lead to disciplinary action. Don’t help “connect” calls between offenders - what seems like a favor can create serious problems for them.
- Use the phone prompts to block unwanted calls - If an offender is calling and you don’t want future calls to your residence, follow the prompts during the call to block it.
- Call the institution if the calls keep coming - If contact continues after you’ve blocked and you’re still receiving calls, contact the institution.
- Set up prepaid/receiving options with Securus - To receive calls and manage prepaid calling options, contact Securus online or by phone.
For help setting up prepaid calling so you can receive calls, Missouri DOC directs families to contact Securus online or by phone at 1-800-844-6591.
Phone calls aren't your only option. Securus also offers video visits through Securus Video Connect - you can schedule sessions using their free app, a computer, or a tablet. If you're already setting up Securus for calls, you'll see video scheduling in the same system. There's also Advance Connect, which lets you fund calls ahead of time to a specific billing telephone number (BTN).
Quick Tips
- ✓ Don’t wait for an incoming call - offenders can only make outgoing calls (if they aren’t on restricted status).
- ✓ Calls can be paid for with debit minutes (canteen or kiosk) or through a Securus account.
- ✓ If you get unwanted calls, use the phone prompts to block them and contact the institution if the calls continue.
- ✓ To receive calls through prepaid options, contact Securus online or by phone at 1-800-844-6591.
- ✓ Avoid toll-free calls, three-way calls, or facilitating calls between offenders - those can trigger disciplinary action.
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