Families express dissat isfact ion when in-person visit s are discont inued

Home-based video visit ing has benefit s and limit at ions

Video visit ing benefit s t he t echnology indust ry

Pot ent ial drawbacks for correct ions

Additional Uses of Video Conferencing in Corrections
Leveraging technology for multiple purposes Increases operational efficiency and return on Investment so It Is
helpful to consider the multiple ways video conferencing can be used in a correctional setting. It is also helpful to
glean lessons about the benefits and challenges of using video conferencing to meet correctional goa Is outside of
visiting. While some research finds that video conferencing is as effective as in-person communication, other
studies find that video conferencing is less effective than in-person communication. For example, research
comparing the use of video conferencing for legal matters, such as bail and immigration hearings, as compared to
in-person appearances suggests that credibility is questioned more often when an incarcerated individual appears
via video conference. (For more information see Appendix lA: Additional Uses for Video Conferencing in
Corrections).

Departments across the nation are using video conferencing to increase operational efficiencies and strengthen
programming In the following areas:

Legal and Parole Board hearings
Medical
Mental health
Education: video based instruction or tutoring for incarcerated individuals
Interagency communication, oversight, and staff development

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

Concluding Summary: Benefits and Limitations
Table 1A: Patentlll Benetlll for Correctlonl
lncl'tlaAs soc..I con!Mic:tions for lncarc:er.ted Individuals, potalt..ly lmprovlnc lnstltutlonal..tjustment
and reducinc reddivism
Vlsltl111 alternative for no contact populations
Potentially le..ts to a voluntary decrease in in-person visltinc at the fadlity
M~ pn..-.te

cost NVInp by redud111labor costs .ssodated with In-person visits

May decreases movement and visitor processing and schedulinc
May Improve security by reduclna movement and the flow of contraband
Potentially rwduca tr.tftc: and co!llfttion in waiting and visiting areas
More flexibility In scheduling video visltlna hours
May Improve institutional adjustment of the Incarcerated by supportinc sodal connectedMSs
May facilitate reentry plan nina with social support network
lmovatlve practice
Cross-systems colaboration (child welfare, family court,. probation, etc.)
Allows for benefic..I re..tlonshlps with sustainable community-based parlllers

Tabla 11: Potential a.n.nts for llncarclratecllndlvlduals and Ftlmlles
Removes some visitinc barriers for families (e.c. distance, travel costs, etc.)
Increases frequency of communication with family and community members
Strencthens soc'-1 support network
May be less traumatlzlnc for children as compared to ncH:ontact visits
Empowerlnc for children to schedule and Initiate visits with their parents
Expands communication options for chid welfare-involved famlies
lncl'tlaSIId visltlnc opportunities may pi'IIVW'It termination of parental riiJhts
Comply with c:ourt-«dered visitina
Allows for family members with conviction records to virtually visit
Potentially allows children to visit when a faclity has a "no children• visitinc policy
Family lnvolvwn.nt In rHntry plaml111 promotes posltlw outcomes
Builds connections in community for those who have no support system
Fadlltates llnkaaes with community-based providers prior to release

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

Table 1C: VIdeo VlsltlnJ ChallenJes and Limitations
Anancial and l.ollstical Challenas tor corrections
Stlln-up and m..ni:IIIIIIIICII costs
New technoiOSY is still evolvi111 and may become outdated
Culture chanp may be required to obtain buy-In from correctional penonnel

Push back from bmili•, the inc.rc~~nlted, .nd the .-nc:ltls th.t support thMn whn vid.a visltin1
repi~KeS ln-,_rson

visits

May reduce income generated from phone cals
Unions and employees may dispute associated staff reductions or reassl111rnents
Financial and Lo1istical Challen~es for Families
Users are dissatisfied with technoiiJIIcalllltches and poor visual and audio quality
Families may h1ck the resources to own a computer and/or access the Internet
Families mliY not be able to travel to • video visltlnJ site In their communities or .t a facility
Video visit fees and service charps may be a barrier
Fee-based video visits may not be accessible to those who do not have a credit card
Technology may be confuslnJ for visitors: especially younc children, those with developmental delays,
or Individuals lackln1 computer or literacy skills
llllteruy may be a barrier to settlnc up • video visltlnc account
SChedullnBinstructlons and customer service may not be available In multiple lan1uaaes
VIdeo visltinc may not be appropriate for Individuals with visu•l and/or hearin1 impairments
Bllrrters to Meanlnlful Vlsltllll!
Video visitlnc camot replicate in-person visitinc
It Is unknown how dectlvely rebltlonshlps are established lind maintained as compared to ln-,.rson

vtsitinc
Younc children need contact visltlnc with their Incarcerated parent to establish a secure attachment
Families and the incarc:er.ted are diSSlltlsfied when In-person visits are discontinued
Families dislike facility-based video visltlrw because they rather see their loved one In person when
they spend time and money to travel to the facility
Families may not video visit, preferrln1 to visit in-person

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

I

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

CHAPTER

2: IMPLEMENTATION CONSIDERATIONS

This chapter, along with the accompanying toolkit in the appendix is designed to assist with the implementation of
video visiting in a correctional setting. Informed implementation will leverage operational efficiencies within an
agency and provide a solid return on the investment. Thoughtful implementation will also benefit incarcerated
individuals and their families. Video visiting can be a positive enhancement to in-person visiting when
Implemented In a way that balances the goals of the facility and the needs of Incarcerated Individuals and their
families.

Video Visiting Models
The variety and evolving nature of video visiting technology make it challenging to define the numerous
approaches to video visiting. Regardless of the technology selected, there are basically three models that have
emerged in terms of the locations where visitors may access video visits.

I

Community-

Corrections partners with a community, faith-based, or public arency (child welfare, parole,

Based

public library, etc.) which hosts video visits In the communities where visitors reside.

~

.....::

Horne-Sased

Visitors video visit from a home-based computer or mobile device.

Facility-Based

Visitors travel to a correctional facility to vi deo visit.

l

Partnering with a community-based agency may make it easierforfamilies to access the technology. Choosing a
community-based agency that provides supportive services for the incarcerated, the formerly incarcerated, and
their families ensures that video visits will occur in a supportive environment close to home. A home-based model
is conven lent for families, but families may not have the required technology or may not be able to afford the fees
that are charged for home-based visiting. The facility-based model has not been well received by family and friends
because it does little to make visiting a nv easier-the time and expense of travel is the same as it is for an inperson visit, with none of the benefits of an In-person visit.
VIdeo visiting technology Is stlll evolving, so It Is best to examine current practices to learn whether new models,
trends, or lessons learned have emerged since this publication.

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

I

A Hybrid Approach to Visiting
Some facilities use a hybrid model, which combines In-person visiting with one or more of the video visiting models
to meet the varying needs of corrections and families. For example, family and friends can enjoy the convenience
of video visiting from home while still having the option of going to the facility for an In-person visit. Given what Is
known about the value of in-person visiting. a hybrid visiting approach is ideal because it ensures that the benefits

of in-person visiting are preserved. It also ensures that a family's ability to visit is not limited by the barriers that
video visiting may present.

Contact vlsllilllls bnt pnctlc.

American Correctional Association, Standard 4-4499-1:
"Written policy, procedure, and practice provide that Inmate visiting facilities permit Informal communication,
Including opportunity for physical contact. Devices that preclude physical contact are not used except In Instances

of substantiated security rlsk.• 65

Usted below are some considerations for determining the best model for video visiting in a particular system or
jurisdiction:
What impact do the proposed video visiting models have on incarcerated individuals and their
rehabilitation, and their families and networks of support (positive and negative)?
How does the location of the facility or facilities affect visitors' ability to visit in-person?
Can visitors access video visits?
What model meets the needs and goals of the administration or agency?
What are the perspectives and priorities of the correctional administrators and staff at each facility?
Can the existing infrastructure (number of buildings, space, layout, etc.) accommodate the model? If not,
what changes are needed?
Do you have the IT capacity to manage the proposed model(s)i'
What are the external stakeholders' attitudes towards the proposed model(s)?
Are there legal regulations and statutes on visiting in your city or state?
How would video visiting impact current visiting policies in terms of frequency, type of visits (contact/no
contact), visitor eligibility requirements, etc.?
How should the security level of the facility affect decisions?
What are the other potential uses for the video visiting technology within the facility or system?

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

Assessing the Setting: Prisons and Jails
The go;~Is of ;~n ;~dmlnlstratlon and the needs of the Incarcerated
will be influenced by the setting. The average length of stay is

What are the lepl implications of denyinc
in-person visits for detainees?

shorter for jC!il popuiC!tions and turnover is high as compared to
prison popuiC!tions. Jail administrators may often prioritize
safety, security and stCiffing needs over

progr;~mming

and

reentry considerations because populations are generally shortterm. On the other hand, prisons are more likely to use video
visiting to enhance in-person visiting to promote family

The majority of the population at many jails
are pre-trial detainees, who are
constitutionally presumed innocent and are
often thought to be entitled to less punitive
conditions than those convicted of crimes.

connections and to facilitate reentry. In-person visiting can be
particularly labor intensive for small facilities, particularly small
jails, thC!t often have a limited number of staff on a single shift to
dedicate to numerous tasks.
The needs of the TncarcerCited differ depending on the setting.
Consider the following:

Some argue that discontinuing in-person
visits impinges on the rights of those who
have not been adjudicated.
For example, York County, Maine's proposal
to replace in-person visits drew opposition:
"Faunce, who was a member of the rnte

Pre-trial vs. sentenced population
Length of stay
Population size
Programming needs, such as mentCII health,
medical, subrnnce abuse treatment, reentry, etc.
Variations by age, gender, and legal status
Number of incarcerated parents with minor
children

Board of Corrections until May 2011, said in
his mind, the negative consequences of the
proposal outweigh perceived benefits. He
said underfunded courts have led to
extended wait times for criminal trials and
questioned whether removal of human
contact for loved ones who haven't been
convicted of a crime can be justified:"

Logistical challenges will also differ across settings. As an early
step, conduct a site survey at each facility to assess the buildinG's structure, layout, and space availability. Older
buildings may present logistical challenges because the wiring and Infrastructure may need to be updated to
accommodCite the technology. These modification costs may far exceed the potential cost savings associated with
video visiting.
The location of a facility will also Influence which model Is determined to be the best fit. Installing video visiting In
prisons often present different challenges than jails, because state prison systems are often comprised of multiple
facilities that are scattered throughout a state. If distance is a barrier for families, ad ministrations may partner
with community-based agencies to create video visiting centers throughout the jurisdiction, and/or offer homebased video visiting to increase visitor access.

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

Creating an Advisory Group
An advisory group of key stakeholders can assist a correctional administration In exploring whether to Implement
and how best to implement video visiting. The group may include the following stakeholders: correctional
administrators, officers, civilian staff, public affairs, and IT personnel; incarcerated individuals; family member of
an incarcerated individual; adult child of an incarcerated or formerly incarcerated parent; community-based
partners; union representatives; advocates for the incarcerated and their families; Department of Child Welfare;
and representatives from criminal justice system agencies (court, probation, parole, etc.). Collaboration garners
respect and buy-in from correctional staff, ensures that multiple perspectives and needs are considered, leverages
efficiency, and improves implementation. Advisors should be respected individuals who understand the
organizational culture of the correctional agency and its population. Inclusion of incarcerated individuals and their
family members also increases credibility for the •consumers• of video visiting.
An advisory bon was key for the Oreaon O.partment of Corrections

-we believe a key part of successful implementation is a project team with representatives from all the work
areas affected.·-Kelley Morton, Operations Division Policy Manager, oregon Department ofCorrections

67

Identifying Goals and Determining Feasibility
By identifying and prioritizing short- and long-term goals, sound assessments can be made about whether video
visiting meets the needs of an agency and ensures that an appropriate video visiting system is chosen. (See
Appendix 2A-1: Identifying Goals, for a checklist of considerations.) This is the time to be creative and forwardthinking in considering the ways that technology can meet current and future programming needs. If the •big
picture• is not considered, an agency may be left with an outdated system in a few years. An advisory group offers
multiple perspectives and could be tasked with identifying needs and goals.
A feasibility study of each facility/location will help an agency determine whether video visiting is a good fit. A
study may Include the following:
Goals and potential uses (e.g., visiting, court appearances, reentry planning, etc.)
Potential benefits
Potential challenges and areas of concern
Analysis of IT capacity and infrastructure
Cost considerations (e.g., video visiting units, contracted services, IT infrastructure upgrade)
Cost-benefit analysis
Funding sources
Site survey (e.g., facility layout, identification of areas to place units, movement pathways, etc.)
Approaches to acquiring and servicing equipment
Model type {e.g., community-based partner, home-based, facility-based, or hybrid)
Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

•
•
•
•
•
•
•
•
•
•
•
•
•
•

•
•
•
•
•
•
o
•
o
o
•
•

.)

The following funding sources could be considered:
Government funding streams, contracts, or grants
Corrections budget
Foundation or private funding
Financing (offered by some tech no logy companies)
Inmate general welfare fund
Community-based agency partnership

Developins a Request for Proposal
Numerous video visiting companies have emerged over the past decade and are routinely present at correctional
trade fairs and conferences. The for-profit video visiting companies will emphasize the benefits of video visiting.
Therefore, it is important to be informed about the potential challenges for corrections and the potential barriers
for families. The intent of this guide is to provide an overview of basic considerations and questions to ask
companies. (See Appendix 2A-4: Identifying a Company, for a checklist of considerations.)
The technology industry is constantly changing. Video visiting companies are being bought by larger
communications companies that offer multiple services. Some telephone companies are now including video
visiting as part of their service package as an incentive for correction a I agencies to enter a contract for phone
service. Overall costs may be lower if bundled services are offered {phone, e-mail, video, etc.).

To avoid committing to services that may not be a good fit, it is prudent to issue a request for proposal (RFP) only
when a decision has been made to implement video visiting. Be clear on what services are needed, based on the
identified goals and agency capacity, prior to meeting with a company. Becoming informed will help an agency
understand the variety of service packages and be in a position to negotiate terms. For example, companies may
provide video visiting systems and installation free of charge, but know that this is often in exchange for a revenue
sharing agreement and may include conditions.
Part of being Informed Is seeing the video visiting system In action, which provides the best sense of a system's
video and audio quality and software capabilities. Companies should be able to provide client references and to
arrange a visit to another facility where the technology is being used.
It is important to explore whether the company is reputable, stable, and knawledpable
Consider the folawt111:
11 the company financially stable?
Haw m11ny yun of nperienca does the company hoe?

Does the company have Industry partners?
Does the company have a prown track rac:ard?
Do they chars• flies to video vfsltlna customers? Are there saNice flies?
Do they require the elmlnation of In-person vlsltl111?
11 the company sensitive to the needs of correctional acencles and the Incarcerated and their families?

Has the company worked with a facility/system similar to yours?
Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

Video Visiting Fees
Charging for video visits creates a barrier for many families and, as a result, potentially reduces visiting frequency.
When a fee is necessary, it is best to offer some free visits. The price point should reflect the savings and
convenience that the department of corrections enjoys, as well as the limited means of most families. Fees should
be some portion of a visitor's savings in travel costs, but remain well within the means of families.

69

Consider

surveying visitors to determine if and how much they are willing to pay for video visits. The system may be
underutilized if the video visits are unaffordable.
Revenue generated by video visiting fees will likely be small compared to a department's overall budget, and they
may not be a reliable income generator. Assuming video is widely used, agencies will need to determine how this
revenue will be distributed: Inmate welfare fund, video visiting company, community-based partner, returned to
administration's budget, etc.

Revenue pnerated by video vlsltllll fees Is

Determining whether a fee will be instituted and identifying a
price point can be a part of the RFP process. Facilities usually set
a price point in conjunction with the video visiting company that

Minnehaha County Jail, South Dakota,
collected approximately $109,400 In video

often provides a platform (i.e., website and/or kiosk) to collect
video visiting fees. Video visiting contracts often include a
revenue sharing agreement. In calculating a price point,

visiting fees over a two year period. But,

detenmine whether visitors will be charged additional service

"Sheriff Mike Milstead cautioned that the

fees by the video visiting company for scheduling and other

visitation money doesn't amount to much..

services (registration fees, background checks, customer

.. The overall jail budset Is approximately

service, etc.). What looks like a good per-minute cost model can

$11 mllllon.~ 70

look less favorable once additional user fees are factored in.Be
mindful that visitors may be required to pay with a credit card,
which is a barrier for those who do not or cannot own a credit
card. Offering a short-term introductory rate may encourage

visitors to begin video visiting. This rate should be clearly stated in the agreement with the video visiting company.
A cancellation policy should be developed to determine whether and how visitors will be refunded when pre-paid
visits do not occur, or when the video or audio quality is poor.

In August 2013, the Federal Communications Commission (FCC) capped the interstate long-distance prison phone
rates, reducing the revenue some correctional agencies receive from phone contracts.

71

Some phone companies

are now offering fe~based video visiting services to replace lost phone revenue. Correctional administrators may
also be tempted to tum to fee-based video visiting to replace lost phone revenue. Relying on the nominal video
visiting revenue is not a long-term solution. Furthermore, existing phone contract benchmarks may not be met if
community members begin using video visiting Instead of phone calls, and video visiting fees may a Iso be
regulated in the future.

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

VIDEO VISITING UNITS

Some video vlsltlns systems on the martcet today Include:
VIdeo Conferendns Unit(+ monitor, camera, microphone)
Kiosk (often provides multiple services such as court date schedule, bail, sick call, etc.)
Self-Contained Video Unit
computer-Based Desktop Unit I+ monitor, camera, microphone)
Laptop or Netbook (+camera and microphone; may be included or purchased separately)
Mobile Device, such as a smart phone or tablet
Voice Over Internet Protocol (i.e., phone with video screen)1
Know what operatlns system Is Installed on tile unit, and detennlne how often the operatlns system requires
updatins. Identify how the updates will be performed and who is responsible (correctional IT or contracted
company). This Is Important because opentlns systems that require constant updates (e.a., Windows-based
operating systems) may increase costs. Some operating systems have inhibitors to block updates, and some
operatlns systems update automatically. (See Appendix Vr-4: Chooslns a VIdeo Vlsltlns System, for a checklist of
considerations)

FIGURE 3: VIDEO V&SrTING AREA FOR VISITORS AT ntE D.C. JAIL

1

Phone and video calls are transmitted over an IP network.
Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

Soft ware

Int ernet Access
Aut omat ed scheduling may reduce
st affing demands
“

Securit y

Policies and Procedures

Where t o Place t he Video Visit ing Unit s
Where the video visiting units are located (endpoints) can affect labor costs, flexibility of visiting hours, safety,
privacy, visitor access, and utilization. For example, placing video visiting units In the housing dorm reduces
movement, potentially allowing for staff to be dedicated to other tasks. When this option is not possible or
desirable, consider placing the video units In a common area that reduces movement as much as possible. A site
survey will help an agency assess where best to place the video units at the facility. A visitor survey can help assess
where best to place the video units that are used by visitors. For example, a survey can revea I whether visitors may
choose not to video visit when they have to travel to the facility or an inconveniently located visiting center.

It is very important to test the camera angles and room lighting upon installation, especially if video conferencing is
going to be used for legal purposes, probation interviews, parole board appearances, and video visits with
children. Poor audio and video quality may lead to negative perceptions about an Individual's credibility, which
may negatively influence legal outcomes for those appearing via video conference. (See Appendix lA: Other Video
Conferenclng Uses In Corrections). Children may be scared or confused when the picture quality and audio Is poor,
or when they can only see part of their parent's face on the screen.

Children are most comfortable when video visiting is child-friendly. Consider placing the video visiting unit for
visitors In an area that can accommodate toys and books. Consider providing Identical toys and books at both
video endpoints so incarcerated parents can read to and play with their children. A child-friendly backdrop behind
the incarcerated parent is helpful for children who may become distracted or upset by seeing a correction a I setting
or unpleasant surroundings on the video screen. A community-based partner and/or civilian staff can provide
children, the incarcerated parent, and the family with supportive services. (See Appendix 18: Video Visiting with
Children, for more information.)

Privacy Is a nether Important consideration at both endpoints. Visitors may see staff and other Incarcerated
individuals in the background if the video visiting units are located in the housing dorm. Visiting units could be
placed In a secure area or partitioned off with a divider to Improve privacy. The desire for privacy should not be
assumed to indicate inappropriate communications; many incarcerated individuals fear having images oftheir
family members seen by others.
Privacy Is a concern for families
• ... [J]all officials Installed them right In the housing units. That means all the other
inmates can hear the visits and see the screen. Tracey said when she was talking to her
son, she could see other Inmates leaning over him to listen in. "Where is the privacy?"
Tracey asked. •Everybody is listening. Everybody can see:

75

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

Working wit h a Communit y-Based Part ner
Communlty-*-d p•rtners e.n provide
When partnering with a community-based agency to host
video visits In the community, look for an agency that can

support to families

provide some or all of the following characteristics:
Organizations that provide supportive services
Is located in communities where large percentages of the
incarcerated and their families live
Is reputable
Has the technical knowledge and infrastructure needed
to access the Internet

and offer safe spaces for families, who are often
stigmatized, are ideal partners for video visiting.
Hope House in Washington, DC hosts video
visiting as well as provides a summer camp for

Provides services to incarcerated individuals returning to

children of incarcerated parents and a reading

the community

program in which children receive a recording of

Offers supportive services for families and friends of the

their incarcerated fathers reading a book.

Incarcerated
Can provide safe and non-judgmental space
Can provide a child-friendly environment

The Osborne Association in New York provides

Can prepare children and caregivers to video visit, and

supportive services to children before, during,

provide ongoing support

and after each video visit. The Osborne

Has the ability to process visitors and verify identification
Provides hours of operation which are compatible with
families schedules
Has trained staff to monitor visits when it is required by

Association also sponsors monthly peer
activities for children, runs a youth advocacy
program, and transports video visiting children
to the facility to watch their mothers graduate

DOC

from a parenting class. The Osborne Association
A memorand urn of understanding or contract Is advised to
ensure that both parties understand their financial
responsibilities for the video visiting system, staffing, and

also provides parenting programs In prisons and
reentry services In the community, allowing for

other services provided. For example, who is responsible for

a continuum of care for video visiting families

u pfront video visiting system costs and maintenance at the

once their loved one comes home. Also

community-based site? A revenue sharing agreement can be

consider partnering with local community

included if fees are collected. (See Appendix 2A-8:
Community-Based Partners, for a checklist of considerations
when working with a community-based partner.)

centers, child welfare and human services
offices, and communities of faith.

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

Develop a Communicat ions Plan

Det ermining a Launch Schedule
Consider beginning with a pilot site if there are multiple facilities or dorms. Consider phasing in one model at a
time when Implementing multiple models (facility-based, community-based, home-based). Working out problems
prior to large scale implementation may reduce pushback from staff, incarcerated individua Is, and visitors. A pilot
can help Identify technological problems and unforeseen challenges. Implementing video visiting In phases may
also counter resista nee to large scale change.

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

CHAPTER 3: EVALUATING A VIDEO VISITING PROGRAM
Establishing a video visiting program Includes planning for the data that will be collected as the program gets
underway. Information about the program will be needed and used for different purposes, which may include
conducting quality reviews, providing reports to funders or partners, and making adjustments to the program plan
or design. It is best to have a clear plan in place before start-up, including what information will be collected, what
tools or Instruments will be used to collect it, and who Is responsible for managing the data. This chapter Is
intended to provide some guidance about how to plan and implement the evaluation activities associated with a
video visiting program.

Developing an Evaluation Plan
An evaluation plan is a summary of what will be evaluated, how the information will be collected, and how the
information will be used to guide decision-making about the program. It serves as a guide for each step of the
evaluation process and establishes a timeframe for when information will be collected. It is important to establish
an evaluation plan before a program even begins providing services, so that the necessary information is collected
from the start.
The launching point for an evaluation plan is a clear program description which articulates the target population,
the purpose and goals of the program, and a service delivery plan. A logic model is one tool that can be helpful in
defining a program's planned activities and goals. It provides a graphic representation of what an agency plans to
do as part of a program as well as what it intends to achieve in terms of resu Its or outcomes. It is useful as both a
program design Instrument and as a program evaluation tool. There are many online resources that describe the
process of developing a logic model, along with samples of logic models (See appendix lX: Resources).

76

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

THE ILLUSTRATION BELOW SHOWS THE BASIC COMPONENTS OF A LOGIC MODEL:

Planned Work

Inputs

Activities

Intended Results

Outputs

Short-term

Intermediate

Lo111-term

Outcomes

Outcomes

Outcomes

Examples:

Examples:

Examples;

Examples:

Examples:

Examples:

-<:orrectional

-outreach

-number of

-increased

-reduction in labor

-strengthened

video visit

frequency of

costs dedicated to

family

locations

visits between

visiting

relationships or

established

incarcerated

staff

-training

-<:ommunity
partners

-intake and
assessment

-participants

-number of

person and
family

-video visits

Individuals

-pre-/post-

trained to

-reduction in

-video-

visit

conduct video

movement

conferencing

counseling

visits

required for

-funding

equipment

-number of

-Improved
institutiona I

social support
networks

adjustment among

-reduction In

incarcerated people

recidivism rate

-Improved safety In
correctional facility

visits

-space in

individuals

-reduction in
contraband

community and

receiving video

facility for video

visits

visits

-number of

video visit user

video visits per

satisfaction

-percent of

year

There are different kinds of evaluations, and developing an evaluation approach depends on a number of factors,
including the developmental stage of the program (i.e., is it just starting up or has it been running for a while) and
the purpose of the evaluation (i.e., how the information will be used).
A process evaluation is focused on the first three components of a logic model-the inputs, activities, and outputs.
It Is different from an outcome evaluation In that It looks at how the program Is being Implemented and/or
delivered, rather than focusing on program results or impacts.

Video Visiting in Corrections; Benefits, limitations, and Implementation Considerations

Questions that can be part of a process evaluation include:
What services are being delivered?
Are the services being utilized?
How are services or program implementation different from what was planned?
What barriers have been encountered in implementing the program?
What is going well/not so well in the program1
How are participants responding to the program? Are they satisfied with the services?
It makes sense for new programs to start with a process evaluation because it helps to determine whether or not
the program is being implemented as expected and if there are any program quality issues that should be
addressed. The information gathered through process evaluations can help to identify changes or improvements
that should be made to the program before an outcome evaluation is conducted.
As the name implies, an outcome evaI uation is designed to assess the results or outcomes of the program. It

focuses on the last three components of the logic model-the short-term, intermediate, and long-term outcomes
of the program. An outcome evaluation is appropriate for programs that are relatively well established and stable,
once wrinkles in the process have been largely ironed out. If an outcome evaluation is conducted too early in the
life of a program, the results may Indicate that the program Is having little Impact and It will be difficult to know
whether this is because the program is truly ineffective, or because services are not being delivered in the way that
was intended, or because it is just too soon to expect the kind of impact desired.
Outcome evaluation questions for a video visiting program depend on the goals of the program and could include:
Is the program reducing contraband in the facility?
Are people who are incarcerated building stronger support networks through video visiting?
Are children developing stronger relationships with their incarcerated parents through video visiting?
When conducting outcome evaluations, evaluators use specific, defined measures to investigate achievement of
some or all outcomes defined in the logic model. For example, evaluators of a program that aims to improve
parent-child relationships through video visiting could select a survey that asks respondents to report on the
quality of their relationship. lfadministered over time, i.e., pre- and post-participation in video visiting, the results
could demonstrate an improvement in connectedness. Samples of surveys and research instruments can often be
found online, which can be useful as references when establishing outcome measures.
Throughout the process of developing the program framework and evaluation design, it is helpful to seek the input
and suggestions of multiple stakeholders. If an advisory group assisted in developing a video visiting program, then
they may be very useful in also providing guidance on deciding evaluation goals and approaches. Using a
participatory process that involves correctional staff, incarcerated individuals, families, and community members
ensures that different perspectives are included in the program and evaluation design.

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

Developing Data Collection Tools
Once it has been decided what information is needed about a program, the next step is to develop the tools or
instruments to collect it.
Fonns-lntake and assessment forms can be used to collect information about the participants in a program,
including demographic, contact, and family information.
Service Locs-Paper-based service logs can be used to capture information about services, such as when video
visits are scheduled, when they take place, and the duration of visits. Software is also available to schedule and
track video visits, which eliminates the need to collect information on paper and then enter it into a data system. A
video visiting system used by Washoe County Jail in Nevada, for example, allows for visits to be scheduled, logged,
and reported on automatically (Campbell 2012).

77

Surveys-Information about participants' experiences with a program can be gathered through surveys of
incarcerated people and visitors, including what they like and do not like about the program, what suggestions
they have for program changes, and if/how they feel they have benefited from video visiting. Surveys can also be
used to collect information about staff experiences with a program, particularly if there are a large number of staff
involved in the program or there is a desire to collect feedback from staff anonymously.
Interviews-Interviews can include one-on-one interviews with participants, staff, or other stakeholders, as well as
group interviews such as focus groups. Interviews can provide useful qualitative information about a program and
provide the opportunity to probe a question or issue more deeply than a survey might allow.
Administrative records-Facilities may already be collecting information about their ongoing operations that is
relevant to evaluation questions and useful to include in an evaluation plan. For example, reports on contraband
seizures can be used to track whether there are significant changes in the amount of contraband found over time
and to evaluate if a reduction in contraband might correlate with the introduction of a video visiting program. An
evaluation of a program that has a goal of reducing personnel costs associated with visiting might include fiscal
records as part of the data collection plan, in order to compare costs before and after the start of the program. If a
goal is to increase the number of individuals who have visits (virtual or in-person), then these contacts can be
measured before and after the introduction of video visiting.
Observational Tools-Some video visiting programs observe visits and collect information about the interactions
between the incarcerated individual and the visitor using observer rating tools. This approach is particularly
relevant for video visiting programs that are intended to help strengthen relationships among family members and
between parents and children. Researchers from the University of New Hampshire, for example, use observational
tools that were adapted from a child welfare home visit checklist to observe and rate a parent's affect and
confidence level during video visits conducted from two New Hampshire prisons.

P;~rents ;~regiven feedb;~ck ;~bout

the observations, in order for parents to understand how they c;~n improve the quality of their interactions with
their children.

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

Data Systems
Collecting data for evaluation purposes does not necessarily require expensive or sophisticated data systems. In
many cases, a simple spreadsheet in Excel can track the necessary information. Microsoft Access is a relatively
simple database system that many organizations already have as part of their software tools. Online tools can also
be very helpful, and some are free or low cost. There are a number of online survey tools that can be used for
trecklng survey results (even lfthe survey Is administered on paper and data entered online, tools suches
Su rveyMon key or Zoom era ng can allow for useful analysis and reporting). Integrated video visiting systems that
collect data automatically can reduce the amount of labor dedicated to the physical entry of data.

Making Use of Evaluation Results
Evaluations should be designed to Inform administrators about a program's performance and to collect data that
can be used in decision making about program operations and development. An evaluation is a futile effort if it
produces Information that Is never used. Therefore, It Is Important for an evaluation plan to Include specifics about
how data will be analyzed, shared, and utilized, including who is responsible for each aspect of the work. This
might Include scheduling monthly reviews of how service levels compare to targets or planning for how survey
results will be discussed during staff meetings, so that an action plan can be developed to address any identified
issues or challenges. Evaluation results may also be useful to administrators of other video visiting programs, so
you might include strategies for disseminating information or Hlessons learned• to others in the field, as part of
your evaluation plan.

Preparing to Assess Impact and Outcome
Developing a good data collection system and conducting a process evaluation to examine how well the program Is
being implemented lay the groundwork for preparing to assess program impact. The data reviews and quality
checks that are part of your initial evaluation efforts will heI p to determine if there are any data collection
protocols that need to be adjusted or improved before launching an outcome evaluation. For example, if
information is consistently incomplete on service tracking forms, then training and follow-up can be provided to
improve data collection and quality. A data collection plan is a good way to prepare for an evaluation that will
assess program impact; it includes the measures that will be used, the source of the data, the frequency that data
will be collected, and the people responsible for collecting and reviewing the data. A sample data collection plan is
included atthe end of this chapter.

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

Working with Researchers and Professionals in the Field
The research units within corrections departments can be a valuable resource for developing process and outcome
evaluations. Many community-based video visiting programs do not have funding to support an evaluation
specialist or researcher on staff. If the budget will allow, it may be worthwhile to engase an evaI uation consultant
to provide support on developing the evaluation plan and guiding its implementation. Evaluation consultants can
be found through networks like the American Evaluation Association, which maintains a list of professional
evaluators throughout the United States. Local colleges and universities can also be great resources for interns,
student consultlns teams, and/or sraduate students or faculty members who would be Interested In colla boratlng
on a small-scale program evaluation. There may also be opportunities for Technical Assistance (TA), training, or
consultation through research organizations and professional networks like the Council on State Governments, the
Corrections Technology Association, or the IJIS Institute.

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

APPENDIX lA: ADDITIONAL USES FOR VIDEO
CONFERENCING IN CORRECTIONS
Legal, Probation and Parole
Correctional agencies are using video conferencing for the following purposes:
Arraignments
Bail hearings
Court hearings (family and criminal)
Immigration hearings
Misconduct hearings
Witness testimony and depositions
Child support hearings
Probation interviews
Parole Board hearings
legal counsel visits

VIdeo c:ont.renc:IIIJ has the potentl•l to lnc:rnse effldenc:y
-westchester County Jail has a bail expediter. This person uses video to interview all new admissions. If they
quality for the program, the Interviewer will phone relatives and friends to help the Inmate arrange bali. This
process saves us anywhere from 200-300 jail days per month. Video has made this process exponentially
more efficient:-captain Mark Reimer, Westchester County Jail, NewYork

71

•It once took two weeks to arrive at a [parole] decision, and now it takes two days.•
79

-lynettl! J. Holloway, Michigan Dl!partml!nt of Corrections

Video conferenclng Is a potentially efficient and cost-saving alternative to In-person court and parole board
appearances, probation interviews, and legal counsel visits. Video conferencing can reduce transportation costs
and costly per diem rates that prisons pay to county jails to house individuals who must travel long distances to
attend court hearings. The Michigan Parole board conducted 13,000 parole hearings in 2007 using video
conferencing, reporting that video conferencing reduced decision making time, increased capacity to process
10

cases, and reduced transportation costs. Using video conferencing for attorney-client communication and
probation interviews potentially increases efficiency and reduces congestion at facilities, especially jails. Note,
however, that attorney-client video conferences should not be monitored or recorded because this privileged
communication is confidential.
Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

However, video c::onferenc::lng may negatively affect one's perception of an Incarcerated Individual's credibility,
questioning the fairness and due process of using video c::onferenc::ing for legal and parole appearances. Research
on the use of video conferenclng In legal proceedings Is scarce, but this credibility Issue has been prominent In
immigration hearings. One study found that individuals applying for asylum via video conferencing were half as
likely to be granted asylum compared to those appearing in-person.

11

Some studies found that non-verbal cues

may be harder to interpret or be over exaggerated when video c::onferencing is used to communicate. u Attorneys
and observers that participated in another study said that judges in immigration proceedings were less likely to be
empathetic due to the emotional disconnect that video c::onferendng c::reates.

13

An evaluation of bail hearings in

Cook County, Illinois, found that bail was set higher for individuals appearing via video conference as compared to
in-person hearings.

84

An incarcerated individual's credibility may also be questioned when the video and/or audio quality of the video
85

conference is poor. Even poor camera placement can give the impression that an interviewee is not looking the
Judge, Jurors, parole board commissioners, or a probation officer In the eye. Therefore, video conference
participants could be advised that the technology may lead to false impressions of visual and verbal
communication. Consider providing opportunities for lndlvldua Is to become comfortable with video conferenclng
before they appear via video conference for important legal matters.

Medicine
Physicians and psychiatrists use video conferencing (•telemedicine•) with incarcerated individuals to meet many
medica I needs, including the following:
Triage, assessment, diagnosis, treatment planning. and follow-up
Prescribing and monitoring medication
Managing infectious disease
Delivering urgent care
Post-release treatment planning
Medica I consulting with correctional medical staff
Training for nurses and physicians based in a correctional facility

As early as 2004, Hover SO% of state correctional institutions and 39% of federal institutions [were] using some
form of telemedicine.u

86

Telemedicine has the potential to leverage efficienc;y in health delivery and reduce costs

(doctors billing for mileage and travel time). •1n 2007, MDOC [Michigan Department of Corrections] conducted
more than 1,000 telemedicine visits, producing an estimated savings of $125,000 in transportation costs alone.U

17

Telemedicine also has the potential to deliver quality and specialty medical services to incarcerated individuals in
remote prisons who may not otherwise have access to these services. Facilities that are located close to a hospital
or clinic:: are better positioned to transport incarcerated individuals for in-person medical care at a low cost.

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations

In exploring whether telemedicine is an appropriate supplement for physical examinations, consider the following:
Can telemedlclne meet the medical needs of the Incarcerated lndlvldua Is In the facility?
Is it appropriate to the severity and types of illness typically seen in the facility?
Is It difficult for physicians and specialized providers to access the facility?
Can you identify any doctors or companies who specialize in telemedicine?
Can you provide adequate privacy and confidentiality to satisfy both patient concerns and HIPAA?

Mental Health (TMH)
The American Telemedicine Association recommends using interactive video conferencing with individuals who
cannot otherwise access quality in-person mental health services.

11

One study found that incarcerated individuals

participating in telemental health sessions (TMH) reported that they were able to establish a therapeutic
relationship with the clinician, suggesting that TMH Is a viable way to deliver mental health servlces.

19

More

research is needed to determine how effectively, and under what conditions TMH meets an individual's mental
health needs. TMH has been successfully used In a correctional setting to provide the following servlces:

90

Psychological and psychiatric assessment, diagnosis, treatment planning, and follow-up care
Therapeutic counseling
Forensic evaluations

91

Consultation with correctional clinical staff
The American Telemedicine Association's (ATA) review of evidence-based practice found that TMH is frequently
used in jails, specifically for pre-trial detainees with an elevated risk of suicide and substance withdrawal. ~MH
reduces costs and safety concerns associated with inmate transfers and may increase the likelihood that
individuals in crisis receive urgent care when an on-site mental health provider is not available. However, ATA
warns that TMH should not be Implemented solely as a cost saving measure due to the vulnerability of
incarcerated individuals. With the recent increase in suicides in jails reported by the Department of Justice, an onsite clinician may prove especially critical during a crisis.

93

Video Visiting in Corrections: Benefits, Limitations, and Implementation Considerations

Education: video-based instruction for incarcerated individuals
Interactive video-based instruction and online learning has the potential to increase an incarcerated individual's
access to educational programming, particularly for incarcerated individuals in remote locations. Education is a key
ingredient for successful reentry. The Rand Corporation found that incarcerated individuals participating in
educationa I programs had a 43 percent lower likelihood of recidivating and a 13 percent higher likelihood of
obtaining employment post-release compared to Incarcerated Individuals who did not participate In educational
programming.

14

Communication, oversicht, and staff development in corrections
Interagency communication and operational efficiency can be improved with video conferencing. Prison systems
stand to gain the most because of the necessity to oversee multiple sites from a central location. Staff meetings,
supervision, and professional development trainings can be conducted from the central office and delivered to
multiple sites without incurring travel costs. Video conferencing can facilitate communication between corrections
and other city and state agencies, such as departments of health, mental health, social services, child welfare, and
Ia bor. For example, video conferencing has the potential to assist child welfare agencies in meeting mandates
requiring communication with Incarcerated parents and court-ordered visiting between Incarcerated parents and
their children.

Video Visiting in Corrections: Benefits, limitations, and Implementation Considerations