SOP 227.01: Offender Access to Telephones

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 1 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

I. Introduction and Summary: Each facility shall provide offenders with reasonable
and equitable access to telephones and this policy and procedure governs offender use
of telephones. The Warden or Superintendent shall determine the appropriate
supervision of offender telephone calls in a manner consistent with the mission of the
facility.

II. Authority:

A. Georgia Department of Corrections (GDC) Board Rules: 125-2-1-.01 and 125-3
2-.04;

B. GDC Standard Operating Procedures (SOPs): 103.63 Americans with Disabilities

Act (ADA), Title II Provisions, 104.47 Employee Standards of Conduct, 205.09
Guidelines for Civilian Construction Workers, Consultants, and Contract
Personnel, 208.06 PREA-Sexually Abusive Behavior Prevention and Intervention
Program, 209.01 Offender Discipline, 222.06 Consular Notification, and 222.08
Sex Offender Registration; and

C. ACA Standards: 2-CO-5D-01, 5-ACI-4A-25, 5-ACI-4A-26, 5-ACI-3D-02, 5
ACI-7D-11, 5-ACI-7D-12, 5-ACI-7D-13, 4-ALDF-2A-65, 4-ALDF-6A-02, 4ALDF-5B-11, 4-ALDF-5B-12, 4-ACRS-5A-19, 4-ACRS-5A-19-1, and 4-ACRS6A-01.

III. Definitions:

A. Attorney - The offender’s Attorney of record or an Attorney employed by the

Public Defenders Council.

B. Emergency Telephone Calls - Calls involving death or critical illness of

Immediate Family members or other matters as determined by the Warden or
Superintendent.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 2 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

C. Immediate Family - Member of an offender’s family that falls into one of the

following relationships: parents, siblings, spouse, grandparents, grandchildren, or
children.

D. Interpreting Phone Service - Telephone services using professional interpreters

to communicate with the limited English proficient offender in his/her language.

E. Offender Telephone (Phone) System - Telephones and related equipment that

are installed in GDC facilities to enable offenders to complete local, long distance
and/or international collect, pre-paid, debit and free calls, and which may also be
used by GDC for investigative purposes.

F. Offender Telephone System Compliance Monitor - Contractor who is employed

by GDC to monitor the Service Provider’s compliance with the terms of the
contract for Offender Telephone Services.

G. Offender Telephone System Facility Point of Contact - Designated GDC staff

member who is responsible for addressing telephone system matters arising at
GDC facilities that are not assigned an On-Site Offender Telephone System Staff
member.

H. On-Site Offender Telephone System Staff - Service Provider employees who are

assigned to certain GDC facilities for the purpose of addressing telephone system
matters arising at those facilities.

I. Service Provider - The vendor who has a current contract with GDC to provide

and operate the Offender Phone System.

J. TTY Phones - Telephones with equipment (Teletypewriter) for offenders with

hearing impairments.

K. Video Relay Service (VRS) - A telephone service using interpreters connected to

callers by video hook-up that is designed to provide persons who are deaf and use

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 3 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

American Sign Language with telephone services that are functionally equivalent
to those provided to users who are hearing.

IV. Statement of Policy and Applicable Procedures:

A. Access to and Use of Telephone Equipment:

1. Each facility will be responsible for providing access to telephone services for

offenders in compliance with this SOP.

2. Emergency Telephone Calls from family and friends of offenders and calls

from Attorneys will be directed to the offender’s assigned counselor or the
chaplain for verification and further action if needed.

3. No long-distance telephone calls for offenders will be made at the facility’s

expense without authorization from the Warden or designee.

4. Boot Camp Offenders will only have access to phones in emergency situations.

5. Each offender will submit a phone list, or Diagnostic/Permanent Offender Call

Allow List (“Call Allow List”) (Attachment 1), and Attorney Telephone
Request Form (Attachment 2) made up of a maximum of twenty (20) persons.
The Call Allow List (Attachment 1) does not have to correspond to the
visitation list. The offender may have persons on the Call Allow List
(Attachment 1) that are not on their visitation list.

6. Only calls to phone numbers on the offender’s Call Allow List (Attachment 1)

or Attorney Telephone Request Form (Attachment 2) can be placed through
the Offender Phone System. Calls to cell phone numbers are allowed and shall
be listed on the approved phone list. Calls to remote forwarding numbers are
not allowed.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 4 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

7. The Georgia Public Defender Council is a Georgia State agency, which

provides legal services and information to indigent persons in Georgia,
including offenders. Offenders must be given the opportunity to add this
agency’s number, (404) 795-2440, to their Attorney Telephone Request Form
(Attachment 2) as one of the twenty (20) numbers they are allowed. Notices
must be posted in housing units, or this information must be placed in the
Offender Handbook informing offenders that they may choose to add the
Georgia Public Defender Council’s number to their Attorney Telephone
Request Form as one of their twenty (20) allowed numbers.

8. An offender, established as a foreign national, shall be allowed telephone calls

with representatives of the Consulate General of his/her native country per
GDC SOP 222.06 Consular Notification. The phone number must be
authenticated prior to the call. Staff shall maintain surveillance and general
supervision during the phone call. Staff shall be positioned so as to permit the
Consulate General representative and offender to converse privately and
maintain the privileged nature of their relationship. Offenders may also be
given the opportunity to add the number to their Call Allow List (Attachment
1) as one of the twenty (20) numbers, allowed. The offender must provide
accurate information regarding the Consulate General representative so the
phone number can be clearly identified to ensure calls to the Consulate General
representative are not monitored or recorded.

9. An offender with documented hearing and/or communication challenges, shall

be allowed access to assistive technology such as TTY Phones, Interpreting
Phone Service, and VRS. The facility must ensure the volume controls are
operating properly on all telephone operating systems. Offenders shall not be
denied access to assistive technology, except when the Warden/Superintendent
can present evidence that access will jeopardize the safety and security of the
facility.

10. Normal operating hours for the offender telephones will be posted in each

facility. Operating hours will generally extend until lock down or lights-out

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 5 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

time. The Warden or Superintendent shall have the authority to disable
telephone operations for good cause in accordance with this policy.

11. Phone systems in all facilities (with the exception of the TTY Phones,

Interpreting Phone Service, and VRS) shall be programmed with a 15-minute
maximum limit on all calls. Offenders using TTY, Interpreting Phone Service,
and VRS devices will be allowed extra time, of at least 30 minutes, to complete
calls. Phones will automatically cut off when the time limit is reached.

12. Disciplinary infractions related to telephone use may result in restriction of

telephone privileges in addition to other sanctions. Restrictions shall not apply
to calls related specifically to access to the offender’s Attorney, the PREA
Hotline, or ADA issues.

13. Offenders under investigation for serious criminal offenses (i.e., murder,

homicide, rape, assault on staff or offenders, introduction of contraband, etc.)
may have their phone privileges suspended until the investigation is complete.

14. In the event of an emergency, the Warden or Superintendent has the authority

to disable the Offender Phone System at his or her facility for up to 24 hours.
With the written approval of the Regional Director, the Offender Phone System
may be disabled for up to 48 hours. The Warden must receive the written
approval of the Director, Field Operations in order to disable the Offender
Phone System for a period in excess of 48 hours.

15. All Offender Phone System computer equipment shall be maintained in a

secure area and shall be inaccessible to offenders at all times.

16. All Offender Phone System records to include user I.D.s, passwords, offender

Call Allow Lists (Attachment 1), audio recordings of offender calls, and both
manual and on-line records of offender calls are deemed a part of the offender’s
institutional file.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 6 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

B. Call Allow Lists and the Centralized Database:

1. While in Diagnostics, Attachment 1, Diagnostic/Permanent Offender Call

Allow List (“Call Allow List”) and Attachment 2, Attorney Telephone Request
Form, will be completed for each offender and entered into the centralized
offender telephone database. The Call Allow List (Attachment 1) and Attorney
Telephone Request Form (Attachment 2), once completed by the offender, are
confidential documents and must not be left in plain view of other offenders,
given to other offenders, or left otherwise unsecured.

2. The offender’s PIN or identifying number is the offender’s GDC State ID

number.

3. Information on the Call Allow List (Attachment 1) includes the telephone

numbers, name, relationship to the offender, address, city, and state of the
people whose numbers are being placed on the list. Complete information must
be given before a number can be entered into the telephone system. All landline
phone numbers must be tied to a phone located at the physical address listed.
This may not be possible with cell phones. Cell phone numbers are authorized
for placement on offender Call Allow Lists (Attachment 1). Remote
forwarding is a violation of policy.

4. The Offender Telephone System Facility Point of Contact or designee will

indicate whether the phone list is the initial or an update by circling the
appropriate information on the Call Allow List (Attachment 1) at the time the
data is entered into the system. Once the initial list is entered, six-month
revisions will be based on the last digit of the offender’s identification number.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 7 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

The system will work as follows:

Last Digit of ID# Six-Month Review
0 or 5 January & July
1 or 6 February & August
2 or 7 March & September
3 or 8 April & October
4 or 9 May & November

Note: Only one Call Allow List (Attachment 1) can be submitted for updates
during each offender’s designated month of the six-month review period unless
an additional submission is approved by the Warden/Superintendent or
designee.

5. Once the data is entered, the Call Allow List (Attachment 1), including both

the initial and updates, shall be placed in the offender’s institutional file.

6. The facility must include the six-month phone review schedule in the Offender

Handbook or post it in all offender living units.

C. The Offender Shall Be Responsible for:

1. Providing accurate information for the Call Allow List (Attachment 1). Any

offender who gives deceptive or inaccurate information in an effort to
circumvent these established procedures shall be subject to disciplinary action
in accordance with GDC SOP 209.01, Offender Discipline.

2. Providing accurate information regarding their Attorney and designating the

number for the Attorney to ensure calls to the Attorney are not monitored or
recorded. The offender must ensure that the Attorney Telephone Request Form
(Attachment 2) is completed.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 8 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

3. Using the phone system in accordance with operating instructions. Misuse of

the phone system, including providing incorrect identification information (ID
number; name; etc.) or failing to follow directions given through phone system
prompts, will result in disciplinary action which may include loss of phone
privileges in addition to other sanctions.

4. Updating, if desired, and submitting their Call Allow List (Attachment 1) to

their assigned facility counselor in the appropriate months for review.

5. Obtaining the Offender Telephone Trouble Report (“Telephone Trouble

Report”) (Attachment 3) and completing it to report any problems with the
Offender Phone System. This form shall be used instead of the standard
Offender Request Form to report trouble with the Offender Phone System. The
offender will forward the completed form to their counselor or Offender
Telephone System Facility Point of Contact via the internal facility offender
mail system.

D. The Offender’s Assigned Counselor Shall Be Responsible for:

1. Verifying the accuracy and completeness of information on the offender’s Call

Allow List (Attachment 1).

2. Verifying the accuracy of the offender’s GDC State ID number in order to

ensure the correct number is given to the Offender Telephone System Facility
Point of Contact, or designee. The Offender Telephone System Facility Point
of Contact or designee will forward correct identifying information to the
Service Provider for enrollment in the Offender Phone System.

3. Ensuring that the telephone numbers of any of the offender’s victims or

witnesses are not on the offender’s Call Allow List (Attachment 1) unless
authorized by the Warden or Superintendent.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 9 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

4. Verifying the accuracy of the information given for the offender’s Attorney.

The number and address of the Attorney must be verified and documented on
Attachment 2. This is to ensure that the number listed does belong to the
Attorney and that the person listed is, in fact, the offender’s Attorney. This
action is critical as, once approved, these calls WILL NOT be monitored or
recorded. Calls with Attorneys are protected by Attorney-client privilege and
must remain confidential. Once verified, the Attorney Telephone Request
Form shall be forwarded to the Warden or designee for approval.

E. The Offender Telephone System Facility Point of Contact or Designee Shall Be

Responsible for:

1. Establishing a logbook system, consisting of three logbooks for the

documentation of telephone system activity and information. Logs shall be
established as follows:

a. The first logbook shall be used to document all action by the facility to

report trouble with the phone system (who reported, what was reported,
when reported, where reported, why reported, and what action was taken)
or to document information received from the Service Provider regarding
problems related to the Call Allow Lists (Attachment 1) or other problems.
This log shall be maintained by the Offender Telephone System Facility
Point of Contact or designee;

b. The second logbook shall be used to document all visits by the Service

Provider’s representatives (technician, trainer, etc.) to the facility, to
include date and time of arrival, reason for visit, action taken, and time of
departure. This logbook shall be kept by the Offender Telephone System
Facility Point of Contact or designee to ensure that they are aware that the
Service Provider’s representative is in the facility and of the activity taking
place on the phone system as a result of each visit.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 10 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

c. An after-hours logbook will be set-up in central control or at the facility

entrance portal for Service Provider’s representative to sign when visiting
the facility after normal work hours.

2. Forwarding completed Telephone Trouble Reports (Attachment 3) to the

Service Provider once received from the offender.

F. The Georgia Department of Corrections is responsible for establishing telephone

service contracts that comply with federal and state regulations and are based on
rates commensurate with those charged to the general public for like services for
the broadest possible range of calling options.

G. The Service Provider is Responsible for:

1. Accurately entering the offender telephone information within five (5) days of

receipt;

2. Ensuring that when an offender’s Attorney’s number is entered into the

computerized telephone system, that the recording feature of the system is
blocked for that number; and

3. Addressing the problems outlined in Telephone Trouble Reports (Attachment

3) and responding to the offender within five (5) days of receipt of the Trouble
Report with the action taken.

H. Staff System Access:

1. In order to access the administrative control system, authorized users must be

assigned a user I.D. and password. Once a user logs onto the system, the
administrative control system tracks every action of the authorized staff while
working in that system. Under no circumstances will staff give their passwords
or user I.D.s to anyone else. The person assigned a password and user I.D. will
be accountable for any unauthorized activity which takes place under those

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 11 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

identifiers. Unauthorized activity includes but is not limited to removing or
adding an offender’s numbers without the proper authorization and
commencing or terminating an offender’s phone privileges without proper
authorization.

2. There are three levels of access available for authorized staff at all facilities

within the administrative control system. User capability will be based on the
individual assigned level of access as listed below:

a. Data Entry Access: Each facility shall designate staff authorized to forward

the Call Allow List (Attachment 1) to the Service Provider for the data to
be entered into the computerized telephone system. The Service Provider
is responsible for the entry of offender Call Allow List (Attachment 1) data,
updating changes to previously entered numbers, and entry of information
related to offender privileges, i.e. length of call (if different from the
standard fifteen (15) minutes), number of calls that can be made in a
specified time period, the time of day and the days of the week the
telephone can be used, and the entry of restriction of telephone privileges
based on disciplinary action.

b. Call Search Access: Each Offender Telephone System Facility Point of

Contact or designee shall have Call Search Access, which allows review
and research of telephone data for cross-reference purposes. To obtain this
level of access, an authorization form must be completed and signed by the
Warden or Superintendent.

c. Call Monitoring Access: This level of access will allow the monitoring of

live and recorded calls and will be limited to the Warden and the
Superintendent and their designees at each facility. It is prohibited for any
staff to monitor live or recorded calls without authorization.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 12 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

I. Call Monitoring Procedures:

1. Monitoring activities will only be conducted by the Warden or the

Superintendent and their designees at each facility. Attachment 4, Record of
Monitoring Offender Phone Calls (“Record of Monitoring”) must be created
for all live or recorded calls monitored. When completed, the Record of
Monitoring sheet will be placed in a notebook, which is the Offender
Telephone Monitoring Log.

2. The offender telephone system automatically records all offender calls unless

a number has been blocked for recording purposes. Calls placed to the
offender’s Attorney and to the Indigent Defense Council will be entitled to
Attorney-client confidentiality and will not be recorded or monitored if the
offender designated the number as being that of their Attorney on the Attorney
Telephone Request Form (Attachment 2). The recording feature must be
blocked on all calls to this number, so these calls are NOT recorded. When
monitoring calls, it is the responsibility of the person monitoring to ensure they
are not monitoring an Attorney call. It is the responsibility of the
Warden/Superintendent, or their designee to ensure they are not
monitoring calls protected by Attorney-client privilege.

3. It is the responsibility of each facility to ensure that offenders are aware that

telephone calls may be monitored or recorded. The Warden or Superintendent
of every facility must inform, in writing, the entire offender population that
telephone calls may be monitored or recorded. This notice must be posted by
each offender telephone.

4. Monitoring may be conducted if the offender is suspected of, is attempting to,

or is in the process of compromising the safety, security, or integrity of the
facility, staff, another offender, or the general public. Calls may also be
selected randomly for monitoring.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 13 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

5. All requests from outside agencies (i.e., the FBI; the GBI; other law

enforcement agencies) to monitor offender calls must be made, in writing, to
the Warden/Superintendent of the facility housing the offender with detailed
information regarding why the request is being made. The Warden shall
forward this information to the Director, Field Operations who, in turn, will
forward the request to the Assistant Commissioner, Facilities Division for
review and authorization as appropriate.

6. The Office of Professional Standards has authorization to monitor offender

calls.

7. The Records of Monitoring (Attachment 4) and Offender Telephone

Monitoring Log shall be kept in the Warden or Superintendent’s office in a
secure location. Should the offender transfer to another facility, the Record of
Monitoring (Attachment 4) associated with that offender shall be forwarded to
the receiving Warden or Superintendent. GDC audit teams and GDC Central
Office staff will be allowed to access these records for auditing and review
purposes.

8. Monitoring must be done in a private and confidential setting out of sight and

sound of other staff and offenders in order to avoid disclosure of the contents
of the call. Headphones may be used to contain sound, but the monitor must be
out of sight of all offenders and staff not authorized to monitor calls.

J. Transitional Centers: A collect-only telephone system is installed at these

facilities. This system does not have the security features of the Offender Phone
System requiring the entry of a Call Allow List (Attachment 1), and Call Allow
List (Attachment 1) procedures in this SOP do not apply. The telephone system
(with the exception of the TTY Phones, Interpreting Phone Service, and VRS) shall
be programmed for a fifteen (15) minute maximum limit on all calls. Offenders
using TTY, Interpreting Phone Service, and VRS devices will be allowed extra
time, of at least 30 minutes, to complete calls. Phones will automatically cut off

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 14 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

when the time limit is reached. Transitional Centers shall continue to utilize their
established procedures for access to telephones.

K. Customer Service/Reporting of Telephone Problems:

1. If complaints are received at the facility from family members of offenders or

others related to the Offender Phone System, designated staff at the facility
will advise the caller to contact the Service Provider directly. If the complaint
is not addressed by the Service Provider, the facility will provide contact
information for the GDC Offender Telephone System Compliance Monitor.

2. If the facility experiences problems with the telephone system that cannot be

corrected by facility personnel, the facility should contact the GDC Offender
Telephone System Compliance Monitor in order to open a trouble ticket . This
information should then be documented in the Offender Phone System
Logbook .

3. In the event a facility needs to place a block on a telephone number at the

request of a called party, or for any other reason, the facility will refer the called
party to the GDC Offender Telephone System Compliance Monitor. This
information should also be recorded in the Offender Phone System Logbook.

L. On-Site Offender Phone System Staff:

1. On-Site Offender Telephone System Staff are located at designated GDC

facilities (Arrendale, GDCP, and SOSTC). On-Site Offender Phone System
Staff are employees of the Service Provider and not employees of GDC. They
are on-site full time and serve as Offender Telephone System Facility Point of
Contact at selected GDC facilities. These contractors must adhere to all GDC
policies, procedures, rules, and regulations applicable to contractors and shall
comply with this SOP.

|GEORGIA DEPARTMENT OF CORRECTIONS
Standard Operating Procedures|Col2|Col3|
|---|---|---|
|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|Policy Name:Offender Access to Telephones|
|Policy Number: 227.01|Effective Date: 03/27/2023|Page Number: 15 of 15|
|Authority:
Commissioner
|Originating Division:
Facilities Division
|Access Listing:
Level II: Required Offender
Access|

2. Background Checks: Offender Phone System staff are required to have

background checks completed prior to being approved to work in GDC
facilities. They must also meet the requirements in SOPs 205.09 Guidelines for
Civilian Construction Workers, Consultant and Contract Personnel and 208.06
PREA-Sexually Abusive Behavior Prevention and Intervention Program. The
Service Provider will contact the GDC Offender Telephone Service Contract
Manager when they want a new employee approved to enter GDC facilities.
Background checks shall be completed by GDC Central Office staff and
approval or disapproval will be relayed from the GDC Offender Telephone
Service Contract Manager to the Service Provider. Upon approval,
arrangements will be made for a GDC Vendor Identification Card to be made
at a GDC facility.

V. Attachments:

Attachment 1: Diagnostic/Permanent Offender Call Allow List

Attachment 2: Attorney Telephone Request Form

Attachment 3: Offender Telephone Trouble Report

Attachment 4: Record of Monitoring Offender Phone Calls

VI. Record Retention of Forms Relevant to this Policy:

Upon completion, Attachment 1 and Attachment 2 shall be placed in the offender’s
institutional file and retained according to the official records retention schedule for
that file. Attachment 3 shall be kept on file by the Offender Telephone System Facility
Point of Contact for one (1) year for audit purposes and then destroyed. A copy shall
be returned to the offender informing them of the status of the problem reported.
Attachment 4 shall be maintained in a confidential and secure area in the Warden’s or
Superintendent’s office for one (1) year and then destroyed.