Your Loved One's Phone Service Is Changing: What Families Need to Know About the ICSolutions Switch

IDOC is moving phone services from Securus to ICSolutions, and Southwestern Correctional Center is part of that transition. The rollout can start as early as February 3, 2025, and facilities are switching one by one - not all at once.

Good news: your loved one's in-custody phone setup should carry over. Phone credits attached to the person in custody and their approved phone list (PAN) transfer to ICSolutions, so they won't have to rebuild their contact list from scratch.

What doesn't transfer is money you already deposited into a Securus Advance Connect account. Those balances won't move automatically to ICSolutions. If you have funds left over, contact Securus after the transition to request a refund.

Expect a short disruption when Southwestern Correctional Center switches over. IDOC anticipates one to two days without phone service during the transition - calls may not go through even if everything was working fine the week before.

• ✓ Keep enough funds for one to two weeks of calls in your Securus Advance Connect account while the transition is in progress.
• ✓ If you have a remaining Advance Connect balance after the switch, plan to contact Securus to ask about a refund.

Under ICSolutions, domestic calls drop to $0.008 per minute (down from $0.009 per minute). It's a small difference, but it adds up over regular calls. Worth recalculating your phone budget once the switch happens.

1. Watch for the facility’s transition date - the rollout starts as early as February 3, 2025 and happens facility-by-facility over about two weeks, so the exact date matters.
2. Plan for a brief outage - a one- to two-day phone service interruption is expected during the switch.
3. Keep a short-term cushion on Securus - there’s no cut-off date to buy Securus minutes beforehand, and IDOC recommends keeping enough funds for one to two weeks of calls on Securus Advance Connect.
4. Request your Securus refund if you have a balance - Advance Connect funds won’t transfer automatically to ICSolutions, so contact Securus after the transition is complete.
5. Know what will carry over for your loved one - the person in custody’s phone credits and phone list (PAN) are expected to transfer to ICSolutions.
6. Get ready to set up ICSolutions access - families can create an ICSolutions account using the Illinois IDOC facilities account-creation page.