Massachusetts Department of Correction and VitalCore Launch First-of-its-Kind Mental Health Wellness Helpline for Incarcerated Individuals

• Massachusetts Department of Correction
• Executive Office of Public Safety and Security

Milford- The Massachusetts Department of Correction (DOC), in partnership with VitalCore Health Strategies, announces the launch of a new after-hours mental health wellness helpline designed to strengthen and expand services for individuals under the care of the DOC.

Developed collaboratively by DOC and its healthcare partner VitalCore, this first-of-its-kind service connects incarcerated individuals with qualified healthcare professionals. While individuals already have access to qualified providers during regular business hours, the helpline extends coverage overnight, ensuring support is available when concerns arise outside the standard schedule.

"This helpline offers individuals in our custody a new way to reach trained mental and medical health professionals when they need support," said DOC Commissioner Shawn Jenkins. "By extending access into overnight hours, we are strengthening our continuum of care and improving our ability to identify and respond promptly when someone is struggling. I want to thank the DOC staff and our partners at VitalCore whose hard work and collaboration made this innovative new resource possible."

"The creation of this Mental Health Wellness Helpline embodies collaboration and innovation between VitalCore and our Massachusetts DOC partners," said Viola Riggin, CEO of VitalCore Health Strategies. "This additional service further bolsters and strengthens our ongoing commitment to deliver the highest quality of care for individuals housed at DOC facilities."

VitalCore will operate the newly created wellness helpline under its existing contract. The wellness line offers a variety of supports, including connection with mental health crisis services, but also assists our housed population with general medical questions and needs.

Phased rollout of the helpline began on December 1, 2025 and will be completed by the end of January. The rollout includes educational material for DOC staff and the housed population. DOC staff are also being trained and instructed on protocol.

The helpline is an extra resource to support the wellbeing of the DOC housed population. The helpline is being used in concert with the regular mental health and routine health care service requests.

The wellness helpline will be available from 8 p.m. to 8 a.m. and will be monitored and answered by live healthcare professionals. Outside of those hours, individuals are notified via automated message to contact healthcare professionals at their facility. The housed population can call the helpline from their DOC-issued tablets or any of the wall phones. The helpline operates independent of the phone schedules within the 13 DOC facilities.

When an incarcerated individual calls the helpline and based on the interaction, the qualified health care professionals will create a comprehensive individualized response based on the issue, concerns or questions brought up during the calls. For those that require immediate intervention, the DOC will be notified in order to assist in facilitating a face-to-face medical interaction at the site. The response plan is coordinated and maintained through VitalCore.

If there are any concerns that a caller is at emergent risk, the healthcare professional answering the call will immediately notify DOC officials, who will swiftly and quickly respond to the situation. Site staff will follow crisis referral protocols.

Whenever a family member alerts DOC with concerns of risk or crisis, there is an immediate referral to a qualified healthcare professional at the DOC facility in which the person is housed and treated. Any imminent concerns are addressed to ensure the safety of the individual based on a comprehensive risk assessment. Should an individual require elevated monitoring, the contracted healthcare provider may initiate therapeutic supervision and create a comprehensive individualized treatment plan.

About the Massachusetts Department of Correction
The Massachusetts Department of Correction (DOC) manages the custody, care, and rehabilitation of approximately 6,000 individuals across 13 state facilities. The DOC emphasizes evidence-based programming, trauma-informed care and educational and vocational training to reduce recidivism and is committed to fostering accountability, personal growth and successful reentry. Through partnerships with community organizations and stakeholders, the DOC delivers innovative services tailored to the diverse needs of incarcerated individuals while advancing equity, inclusion and long-term public safety.

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• Massachusetts Department of Correction

  The Department of Correction oversees the state prison system, managing 13 institutions across the state. We provide custody, care, and programming for those under our supervision to prepare them for safe and successful reentry into the community.

• Executive Office of Public Safety and Security

  EOPSS is responsible for the policy development and budgetary oversight of its secretariat agencies, independent programs, and several boards which aid in crime prevention, homeland security preparedness, and ensuring the safety of residents and visitors in the Commonwealth.