Emergency and welfare calls

There may be times when prison staff recognise that you need to make an emergency call, for example about the welfare of an immediate family member, but:

• The person is not on your phone list; or
• You do not have enough money to make the call.

Part 4.2.1 of the Commissioner’s Requirements lists the options available for prison staff to assist you in these circumstances:

1. If the person is already on your phone list, prison staff put additional money into your account, which you can pay back through wages (this is the most encouraged option)
2. Prison staff call the person themselves using the prison phone service and confirm the person on the other end’s identity
3. Prison staff allow you to use a phone in the prison officer’s area under supervision (this is the least encouraged option and is meant to be approved by the Operations Manager or Officer in Charge)

Prison staff are supposed to make sure there are no intervention orders in place before allowing a welfare call.