Contact an Individual in Custody

Announcement: IDOC will begin transitioning phone services from Securus to a new provider, ICSolutions, as early as February 3, 2025. Please read more details about the changes and instructions to prepare below.

Phone Vendor Transition Information

Instructions to Create an ICSolutions Account | Spanish Version

Individuals in custody cannot receive telephone calls but can make calls to those on their approved calling list. If you want to receive a call from an individual in custody, you will need to write the individual in custody and ask to be placed on their approved calling list.

If you would like to pay for the calls received by an individual in custody, you will need to create and fund a prepaid account at https://icscorrections.com/facilities/il_idoc.html.

Individuals in custody have scheduled times when they can make calls, which are determined by their living unit's schedule. All telephone calls are subject to monitoring and recording at any time by Departmental staff unless prior special arrangements have been made to make or receive an unmonitored attorney call. All requests for unmonitored attorney calls must be processed by a member of IDOC’s legal staff.

Participation or initiation of three-way calls by individuals in custody is strictly prohibited by IDOC rules and will result in disciplinary action.

ICSolutions® (ICS) is the only service provider used by the Illinois Department of Corrections for individual in custody telephone services.

If you have questions regarding receiving telephone calls from individuals in custody, you can call ICSolutions for information. If you wish to receive calls from individuals in custody on a cell phone, you will need to call ICS to setup a prepaid account prior to accepting calls. If you have a landline phone, you may set up a prepaid account or a direct billing account. For collect or prepaid collect information, please call ICS at 888.506.8407.

Calls on the ICS phone system will come from one of the phone numbers listed in the table below based on where an individual in custody is calling from. This is the number that will be displayed on your Caller ID. Call filters or spam blockers may block these calls or send them to voicemail. ICS suggests creating a contact for this number and adding that contact as a favorite.

Any questions regarding calls from individuals in custody, please call ICSolutions® Customer Service at: 888.506.8407 or email customer services at Customer@icsolutions.com

All calls coming from an individual in IDOC custody are announced. You can accept, block calls from an individual in custody, or block all calls from IDOC. You can also contact ICS to block individual in custody calls.

If you blocked a number in error, please contact ICS Customer Service via phone or email at 888.506.8407 or Customer@icsolutions.com to request the number be unblocked.

Note: ICSolutions® is the only service provider for individual in custody phone services used at IDOC. There are reports of friends and family setting up accounts with companies other than ICSolutions® for phone service with IDOC individuals in custody. Please ensure that you are setting up accounts with ICSolutions® Accounts with other companies cannot fund calls from loved ones in IDOC facilities and will be blocked.

Individuals in custody may receive mail at any time during their incarceration. To ensure prompt processing, the individual in custody’s IDOC number should be placed in the proximity of their name on the envelope. You can locate the individual in custody IDOC number on the Individual in custody Search link. The information will feature the facility in which the individual in custody is housed. Facility addresses are under Facilities.

Incoming Mail Policies and Procedures

Note: GTL and IDOC have negotiated a new rate structure. Effective November 1, 2021, the Department will forego any commissions for GTL services.
Click here to see the pricing changes.

Friends and family members can communicate with individuals in custody using an electronic messaging system. The messages can be created and sent through Global Tel* Link’s (GTL) ConnectNetwork.com. They’ll be printed and delivered to the individuals in custody, just like regular mail. All messages are screened and monitored in accordance with IDOC mail policies. Global Tel* Link is the only provider of this service to Illinois Department of Corrections individuals in custody. Click here to register or get more information.

• How much does it cost for an individual in custody to receive an electronic message?
• Can individuals in custody send electronic messages?
• How long will it take for the individual in custody to receive the message once it has been sent?
• How do I know if I can send an individual in custody a message?
• Do I need to be on an approved list?