Family Rights and Advocacy in Massachusetts | InmateAid
Massachusetts Department of Correction made all phone calls from its state prisons **free effective December 1, 2023**. Every call from a standard facility wall phone now costs nothing -- no charge to the incarcerated person, no charge to the family receiving the call, and no cap on the number of calls. The Healey-Driscoll Administration implemented this change in recognition that maintaining family bonds is vital to rehabilitation and successful reentry. The phone vendor is **Securus Technologies**, but families do not pay.
That is a significant change. Massachusetts joins Iowa and Connecticut among the states in this series where prison communications are genuinely free.
The remaining battle in Massachusetts is visitation. Prisoners' Legal Services of Massachusetts (PLS) -- the primary legal advocacy organization for incarcerated people in the state -- has a 2025-2026 legislative platform that includes a bill to protect access to daily visits, eliminate what they call "draconian caps" on the number of visitors, create child-friendly spaces, and reduce discrimination in the visitation process. Litigation is also active: an incarcerated person at MCI-Norfolk filed suit challenging visitation policies he argues violate both DOC regulations and constitutional rights.
For families: the phone barrier is gone. The visit barrier remains.
Massachusetts DOC Headquarters: 50 Maple Street, Milford, MA 01757.
Main: **(508) 422-3300**
Commissioner: Carol Mici
What Families Are Facing in Massachusetts
Massachusetts DOC manages 13 institutions across the state. As of 2024, approximately 6,148 people are incarcerated in state facilities -- one of the smaller state prison populations in the country. Massachusetts spends roughly $131,000 per incarcerated person annually, one of the highest per-capita costs in the system.
**Major facilities:**
- **Souza-Baranowski Correctional Center (SBCC)** -- 1671 Shirley Road, Lancaster, Worcester County; Massachusetts's only maximum-security prison; about 45 miles west of Boston
- **MCI-Norfolk** -- Norfolk, Norfolk County; medium security; largest state prison; about 25 miles south of Boston
- **MCI-Cedar Junction** -- Walpole, Norfolk County; medium/maximum security; about 25 miles south of Boston
- **MCI-Concord** -- Concord, Middlesex County; about 25 miles west of Boston
- **MCI-Shirley** -- Shirley, Middlesex County; north-central Massachusetts
- **NCCI-Gardner** -- Gardner, Worcester County; north-central Massachusetts
- **Old Colony Correctional Center** -- Bridgewater, Plymouth County; southeastern Massachusetts
- **MCI-Framingham** -- Framingham, Middlesex County; primary women's facility
Massachusetts is geographically compact. Most facilities are within 1-1.5 hours of Boston. The distances families face in Massachusetts are not comparable to states with remote western facilities -- but visitation policies, hours, and caps on visitors are real operational barriers that PLS is actively fighting through legislation and litigation.
On phone: Securus Technologies is the vendor; all calls free since December 1, 2023. For questions about setting up accounts or receiving calls: Securus Technologies online at securustech.net or call **1-800-844-6591**. Your loved one must add your number to their approved call list.
On tablets: MADOC provides department-issued educational tablets. Electronic messaging options available. The department is also exploring calls through tablets.
On mail: Physical mail is standard. Massachusetts DOC has not announced a system-wide digital mail scanning transition. Verify with the specific facility.
On money: Verify current commissary deposit options at mass.gov or the facility directly.
Your Rights as a Family Member in Massachusetts
Visitation rights
Massachusetts DOC allows in-person visitation at state prisons. Visitors must be on the approved visiting list; applications submitted through the facility.
Active advocacy: Prisoners' Legal Services' 2025-2026 Dignity and Freedom Platform includes legislation that would protect access to daily visits, eliminate caps on the number of visitors, create child-friendly spaces, and reduce discrimination in visitation. This legislation is pending -- meaning the current visitor caps and policies are still in effect. Verify specific visiting hours and procedures for the facility at mass.gov/doc or by calling the facility.
Active litigation: An incarcerated person at MCI-Norfolk has a pending suit (as of 2024) challenging visitation policies as violating DOC regulations and constitutional rights. National Lawyers Guild Massachusetts has documented this and other pending cases (nlgmass.org).
Communication rights
Phone calls are **free** from standard wall phones at all MADOC state facilities since December 1, 2023. No charge, no cap. Vendor is Securus. Your loved one must add your number to their approved call list.
For account setup or questions about receiving calls from MADOC facilities: securustech.net or **1-800-844-6591**.
All calls are recorded except legal calls to attorneys.
Electronic messaging also available through MADOC's system. Verify current options at mass.gov.
Notification rights
Massachusetts DOC is not required to notify family of transfers. Use the MADOC inmate search at mass.gov to track current location. MADOC notifies next of kin for serious medical emergencies and deaths -- your loved one must have designated you in their records.
Grievance rights
Internal MADOC grievances must be filed by the incarcerated person. Family members cannot file internal grievances directly.
External pathways for families:
- MADOC main: (508) 422-3300 | 50 Maple Street, Milford, MA 01757
- Prisoners' Legal Services of Massachusetts (PLS): plsma.org
- ACLU of Massachusetts: aclum.org -- for civil rights violations
- Harvard Prison Legal Assistance Project: clinics.law.harvard.edu/plap
- Your Massachusetts state legislators at malegislature.gov
Prisoners' Legal Services of Massachusetts
Prisoners' Legal Services of Massachusetts (PLS)
plsma.org
Phone (county prisoners, collect): (617) 482-4124
Confirmed active: June 26, 2025
PLS is the primary legal advocacy organization for incarcerated people in Massachusetts. Their mission is to challenge the carceral system through litigation, advocacy, client counseling, and partnership with impacted people and communities.
PLS has a **very small staff** -- the ratio of prisoners to lawyers at PLS is over 3,000 to one. This means they respond to requests for advice and guidance from prisoners and families on many issues, but focused work is concentrated on five key priorities:
- **Health care**: The Health Care Project helps prisoners with serious unmet medical needs. PLS advocates counsel prisoners, attorneys, **and family members** about the right to adequate health care and how to seek treatment internally. If your loved one's medical needs are not being met, this is the project to contact.
- **Conditions of confinement**: Challenging inhumane conditions including solitary confinement
- **Family connections**: Legislation and litigation to expand visitation access (Dignity and Freedom Platform)
- **Parole and release**: Access to parole hearings and meaningful pathways out
- **Race equity**: Anti-racist lens applied to all priority work
For the 2025-2026 legislative session, PLS surveyed more than 160 currently incarcerated people who have collectively served 972 years in Massachusetts prisons to build their legislative platform. The results: people need meaningful pathways to release, conditions that support personal growth, and stronger family connections.
Families can contact PLS for guidance on whether their loved one's situation falls within PLS's current priorities. For county jail prisoners calling PLS collect: (617) 482-4124.
Massachusetts Advocacy Organizations
Harvard Prison Legal Assistance Project (PLAP)
clinics.law.harvard.edu/plap
Harvard Law School, Cambridge, MA
Harvard Law students provide free legal services to incarcerated people in Massachusetts through PLAP. Their resources page includes a comprehensive list of organizations available to Massachusetts prisoners and their families -- one of the most complete resource lists for the state.
Northeastern University Prisoners' Rights Clinic
Northeastern University School of Law
140 Dockser Hall, 360 Huntington Ave, Boston, MA 02115
The Northeastern Prisoners' Rights Clinic represents state prisoners at parole release hearings for people serving serious second-degree life sentences. Open May to December. Hearings covered: July, August, November, and December only. If your loved one is serving a second-degree life sentence and a parole hearing is coming, this is a direct resource.
National Lawyers Guild Massachusetts
nlgmass.org
14 Beacon St., Suite 407, Boston, MA 02108
Phone: 617-227-7008
NLG Massachusetts has documented current prisoner rights litigation in the state including conditions at Souza-Baranowski, visitation policy challenges at MCI-Norfolk, and canteen system issues at MCI-Shirley (as of 2024). They provide lawyer referrals and can advise on active litigation affecting Massachusetts facilities.
ACLU of Massachusetts
aclum.org
99 Chauncy Street, Boston, MA 02111
Phone: (617) 482-3170
The ACLU of Massachusetts handles civil rights cases including prisoner rights. They monitor DOC conditions and advocate on criminal justice reform. Does not take individual grievance cases routinely -- contact for systemic issues, constitutional violations, or documented patterns of abuse.
Massachusetts Justice Project
57 Suffolk Street, Suite 401, Holyoke, MA 01040
Phone: (800) 639-1209
Free legal services for low-income residents of western Massachusetts. Can assist with civil matters related to incarceration and provide referrals.
Families Against Mandatory Minimums (FAMM)
famm.org
National network including Massachusetts families. For families with loved ones serving excessive mandatory sentences.
The No-Cost Calls Context: What Families Need to Know
On December 1, 2023, Massachusetts DOC made all calls from standard wall phones free -- no charge to anyone. This was confirmed by DOC Commissioner Carol Mici: "No cost calls will alleviate the financial burden and remove barriers for an individual in MA DOC custody to stay connected with their outside support system."
What families need to know:
- The change is for **standard wall phones** at all MADOC state facilities
- No cap on number of calls
- Securus Technologies is the vendor but families do not pay
- The DOC is also exploring calls through tablets (tablets currently have educational content; tablet-based calls are in development as of the December 2023 announcement)
- Electronic messaging is available and may have separate costs -- verify at mass.gov
This change does NOT automatically apply to **county jails** in Massachusetts, which contract separately. If your loved one is in a county house of correction or county jail, phone costs may still apply. Confirm with the specific county facility.
The no-cost calls change is a state prison-specific policy. Counties make their own decisions.
How to File a Complaint on Your Loved One's Behalf
Step 1: Document everything specific
Date, facility, staff name if known, what happened. For medical issues: document what care was denied, when, and what response was given.
Step 2: MADOC headquarters
(508) 422-3300 | 50 Maple Street, Milford, MA 01757. For issues not resolved at the facility level.
Step 3: Contact the facility
For issues that can be addressed at the facility level: contact the superintendent's office. Facility contact information at mass.gov/doc.
Step 4: Prisoners' Legal Services of Massachusetts
plsma.org | (617) 482-4124 (for county prisoners calling collect). The primary legal resource for incarcerated people in Massachusetts. Contact them for guidance on whether the issue falls within their current priorities.
Step 5: Contact your Massachusetts state legislators
State senator and state representative at malegislature.gov. PLS's Dignity and Freedom Platform is being actively pushed to the legislature -- constituent support matters.
Step 6: Contact advocacy organizations
ACLU of Massachusetts (617-482-3170), Harvard PLAP (clinics.law.harvard.edu/plap), or NLG Massachusetts (617-227-7008) for systemic issues.
Step 7: Federal escalation
For civil rights violations: U.S. Department of Justice Civil Rights Division (justice.gov/crt). For federal facilities in Massachusetts: BOP Northeast Region.
What families cannot compel: You cannot file an internal MADOC grievance for your loved one. You cannot override security or administrative decisions. External organizations can advocate and litigate but cannot guarantee outcomes.
Staying Connected: The Practical Guide for Massachusetts Families
Phone
**All calls from standard wall phones at Massachusetts state prisons are FREE** since December 1, 2023. No charge. No cap. Vendor: Securus Technologies.
For account setup or questions: securustech.net | **1-800-844-6591**
Your loved one must add your number to their approved call list. All calls recorded except legal calls.
This free call policy applies to MADOC state prisons. County houses of correction and county jails set their own policies. If your loved one is in a county facility, confirm costs directly with that facility.
Tablets and messaging
MADOC provides department-issued educational tablets. Electronic messaging available. Explore through mass.gov or contact the facility.
Physical mail to facility address. MADOC has not announced digital mail scanning for state prisons. Confirm mail address and current policy at mass.gov/doc or by calling the facility directly.
Visitation
Apply through the specific facility. Visitors must be on the approved list. Visiting hours and visitor caps vary by facility. PLS is actively fighting to expand visitation access through legislation -- but current policies apply until legislation passes.
Contact the specific facility or mass.gov/doc for current visiting hours and procedures.
Sending money
Verify current commissary deposit options at mass.gov or the InmateAid Massachusetts send money page.
Locating your loved one
MADOC Inmate Search: mass.gov
MADOC main: (508) 422-3300
InmateAid Massachusetts inmate search: [internal link]
Supporting Yourself While Supporting Them
Massachusetts removed the phone bill. That is real and it matters. But Prisoners' Legal Services documented that what incarcerated people in Massachusetts most want -- beyond free calls -- is meaningful pathways to release, conditions that support growth, and the ability to see their families.
The Dignity and Freedom Platform that PLS built from 160+ surveys is the active legislative agenda for Massachusetts prison families right now. If you want to be part of pushing those bills through the Massachusetts Legislature: contact PLS (plsma.org) or your state legislators at malegislature.gov.
Harvard PLAP's legal resources page (clinics.law.harvard.edu/plap/legal-resources) is the most comprehensive list of Massachusetts prisoner legal resources available.
The Northeastern Prisoners' Rights Clinic (Northeastern University School of Law) specifically covers second-degree life sentence parole hearings -- if your loved one has one coming, this is a direct, named resource.
FAMM (famm.org) connects Massachusetts families dealing with mandatory minimums to advocacy networks.
Dial **211** for local community resource referrals in your area of Massachusetts.
Frequently asked questions
Are phone calls from Massachusetts state prisons free?
Yes. Effective December 1, 2023, the Massachusetts Department of Correction made all phone calls from standard wall phones free at all state prisons. No charge to the incarcerated person or the family receiving the call. No cap on the number of calls. The vendor is Securus Technologies but no payment is required. This applies to MADOC state prisons -- county jails and houses of correction set their own phone policies.
What is Prisoners' Legal Services of Massachusetts?
PLS (plsma.org) is the primary legal advocacy organization for incarcerated people in Massachusetts. They provide legal advice and guidance to prisoners and their families, litigate on conditions and rights issues, and advocate in the Massachusetts Legislature. Their 2025-2026 Dignity and Freedom Platform was built from surveys of 160+ incarcerated people. Priority areas: health care, conditions of confinement, visitation access, parole and release pathways, and race equity. For county prisoners calling collect: (617) 482-4124.
What is the Dignity and Freedom Platform?
PLS's 2025-2026 legislative platform, built from input from 160+ currently incarcerated people who have served a combined 972 years in Massachusetts prisons. Priority bills include: legislation to protect daily visitation access, eliminate caps on the number of visitors, create child-friendly spaces, reduce discrimination in the visitation process, and create meaningful pathways to release. Contact PLS at plsma.org to get involved.
What is the Northeastern Prisoners' Rights Clinic?
A law school clinic at Northeastern University School of Law (140 Dockser Hall, 360 Huntington Ave, Boston) that represents Massachusetts state prisoners at parole release hearings for people serving serious second-degree life sentences. Open May to December; covers hearings in July, August, November, and December only. A direct resource for families of loved ones serving second-degree life sentences approaching a parole hearing.
How do I visit someone in a Massachusetts state prison?
Submit a visitation application to the specific facility. Visitors must be on the approved list. Visiting hours and visitor number caps vary by facility. Contact the specific facility or check mass.gov/doc for current procedures. Note: Prisoners' Legal Services is actively seeking legislation to expand visitation access and reduce discrimination -- current policies apply while legislation is pending.
Is free calling available at Massachusetts county jails?
No -- the December 2023 free call policy applies to MADOC state prisons only. County houses of correction and county jails in Massachusetts contract for phone services separately and set their own rates. If your loved one is in a county facility, contact that facility directly for current phone costs and vendor.
How do I contact Massachusetts DOC if I have a concern?
MADOC Headquarters: (508) 422-3300 | 50 Maple Street, Milford, MA 01757 | mass.gov/orgs/massachusetts-department-of-correction. For legal guidance and advocacy: Prisoners' Legal Services (plsma.org) or Harvard Prison Legal Assistance Project (clinics.law.harvard.edu/plap). For civil rights violations: ACLU of Massachusetts (aclum.org; 617-482-3170). --- [SPEC NOTE: Series folder 1intOvghBAhj6-_YzDsYllOy4scUOeEGh. Internal CTAs: Massachusetts inmate search, send money to Massachusetts inmates, Massachusetts reentry resources, Staying Connected hub, how prison works hub. SOURCING: mass.gov/news/massachusetts-department-of-correction-implements-no-cost-calls December 2023 (beginning December 1 2023 all calls standard facility wall phone use same call procedures Department's Telephone Access Use Policy; phone calls will no longer incur any charge; previously incarcerated individual or person receiving call would pay fee; no charge; no cap on number of calls; Healey-Driscoll Administration supported this initiative maintaining connection incarcerated individuals families vital enhancing rehabilitation reducing recidivism improving community safety; DOC Commissioner Carol Mici Massachusetts Department Correction recognizes importance incarcerated individuals maintaining bonds loved ones; no cost calls alleviate financial burden remove barriers individual MA DOC custody stay connected outside support system; strong family support advances rehabilitative process reduces recidivism contributes successful reentry upon release; DOC provided population written notification posted signage all residential units uploaded message each person's department-issued educational tablet; increased demand call volume proactively engaged phone vendor Securus Technologies identify locations benefit additional wall phones; exploring ways facilitate additional access including ability make calls through tablets; provides other opportunities incarcerated individuals stay connected in-person visits letters electronic messaging); mass.gov/how-to/contact-an-inmate (set up account add money inmate's phone account visiting Securus Technologies online or calling 1-800-844-6591; DOC Headquarters 50 Maple Street Milford MA 01757 508-422-3300); mass.gov/orgs/massachusetts-department-of-correction (Department Correction oversees state prison system managing 13 institutions across state; provides custody care programming those under supervision prepare safe successful reentry community; headquarters 508-422-3300; 50 Maple Street Milford MA 01757); plsma.org/our-services/policy-advocacy November 2025 (2025-2026 legislative session Dignity Freedom Platform grounded input clients people prisons jails throughout Commonwealth; surveyed more than 160 currently incarcerated people served combined total 972 years Massachusetts prisons jails; most pressing issues meaningful pathways release conditions confinement support personal growth prepare re-entry strengthen connections family community; bill protects access daily visits eliminates draconian caps number visitors creates child-friendly spaces reduces discrimination; even while prison jail populations decline budgets increase prison system continues prioritize punishment deprivation over supporting people work towards personal growth successful re-entry); plsma.org/who-we-are/mission-priorities May 2025 (mission challenge carceral system through litigation advocacy client counseling partnership impacted individuals communities outreach policymakers public promote human rights incarcerated persons end harmful confinement; small staff typical prisoner to lawyer ratio over 3000 to one; responds requests advice guidance prisoners families many issues work focused five key priorities; anti-racist organization committed approaching all priority areas through race equity lens; Health Care Project Prisoners Legal Services helps prisoners serious medical needs not being met; advocates counsel prisoners attorneys family members right adequate health care how seek treatment internally); prisonpolicy.org Massachusetts (Prisoners Legal Services confirmed listing June 26 2025; county prisoners call collect 617-482-4124); nlgmass.org October 2024 (ongoing struggle prisoner rights Massachusetts; as of 2024 DOC holds only 6148 people but has budget $806 million; Tony Gaskins Souza-Baranowski conditions; Eddie O'Brien NCCI-Gardner MCI-Norfolk visitation rights challenging policies unduly restrict contact family support networks suit contends visitation policies fail balance security concerns recognized importance maintaining family connections argues restrictions violate DOC regulations infringe constitutional rights hinder successful reentry; James Keown MCI-Shirley canteen system); clinics.law.harvard.edu/plap (legal resources comprehensive list organizations Massachusetts prisoners families; Northeastern University Prisoners Rights Clinic represents state prisoners Massachusetts parole release hearings prisoners serving serious second-degree life sentences; 140 Dockser Hall 360 Huntington Ave Boston MA 02115; open May December hearings July August November December only); hrw.org Massachusetts resources (ACLU Massachusetts 99 Chauncy Street Boston MA 02111 617-482-3170; Massachusetts Justice Project 57 Suffolk Street Suite 401 Holyoke MA 01040 800-639-1209); aclum.org; plsma.org; famm.org; worthrises.org; malegislature.gov; justice.gov/crt; 211 Massachusetts; securustech.net 1-800-844-6591; mass.gov. NOTE for Poorwa: CRITICAL -- verify all Massachusetts state prison calls still free (implemented December 1 2023 Securus free regime; confirm no subsequent reversal at mass.gov or mass.gov/news); verify Securus 1-800-844-6591 still Massachusetts phone/account contact; verify county jails NOT included in free call policy (confirm with specific county facility); verify Dignity Freedom Platform bills status in Massachusetts Legislature 2025-2026 session at malegislature.gov; verify Eddie O'Brien MCI-Norfolk visitation lawsuit current status; verify PLS plsma.org confirmed active June 26 2025; verify Harvard PLAP clinics.law.harvard.edu/plap current; verify Northeastern Prisoners Rights Clinic 617 area code Northeastern Law current; verify ACLU Massachusetts 617-482-3170 aclum.org current; verify Massachusetts Justice Project 800-639-1209 current western Massachusetts; verify NLG Massachusetts 617-227-7008 nlgmass.org current; verify MADOC inmate search at mass.gov current; verify Massachusetts DOC mail policy -- no digital scanning at state prisons?; verify electronic messaging options and any costs at MADOC state facilities (calls free but messaging may have costs -- verify at mass.gov); verify tablet calls development status; verify 6148 incarcerated population $806M budget figures still current or updated; verify 13 institutions still accurate MADOC count; len/char check before publish.]
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