OP Test — Virginia Department of Corrections

OP Test

February 12, 2026

Review: The Content Owner will review this operating procedure annually and re-write it no later than three years after the effective date.

Compliance: This operating procedure applies to all units operated by the Virginia Department of Corrections (DOC). Practices and procedures must comply with applicable State and Federal laws and regulations, American Correctional Association.

Definitions: Citizen - Any individual writing or inquiring about, or on behalf of, an inmate/probationer/parolee, to include family, friends, and advocacy groups. Correspondence Unit - A unit established in DOC Headquarters to receive, track, and monitor responses to inmate/probationer/parolee related correspondence received at the Headquarters or Regional level. Customer - The general public and the taxpayers of the Commonwealth of Virginia. Internal Customer - Staff, volunteers, and contractors of the Department of Corrections (DOC) or other agencies that regularly utilize DOC services. Organizational Unit Head - The person occupying the highest position in a DOC organizational unit. Senior Leadership - Includes the Director, Chief Deputy Director, Senior Deputy Director, and Deputy Directors.

Purpose: This operating procedure provides guidance for Department of Corrections (DOC) staff on providing exemplary customer service to the citizens of the Commonwealth and to others they may contact in performance of their duties.

Customer Service

As a public safety agency, the DOC interacts with many diverse individuals and agencies.
1. Our success is dependent upon effective communications and interactions with our staff and public safety partners.
2. When interacting with the public, staff must provide exemplary customer service.
3. Organizational Unit Heads are responsible for communicating the need for positive customer service.
Strategies for Maintaining Positive Customer Service
1. Organizational Unit Heads will ensure the following elements are reflected:
  1. External and internal customers are identified.
  2. Customer satisfaction begins with staff satisfaction.
  3. Telephone courtesy is actively promoted and monitored:
    - Ensuring that telephones are answered.
    - Voicemail is managed so customers can leave a message.
    - Calls are referred or transferred promptly.
  4. Face‑to‑face contact with the public is promoted and monitored.
  5. All correspondence is answered promptly and professionally.
  6. Knowledgeable staff are available during business hours.
Strategies for Improving Customer Service
1. Training programs will be reviewed to assure quality public service skills.
2. The DOC will continue to promote public education and customer service excellence.

Correspondence

Inquiries are responded to in the way they were received.
Requests from legislators will be responded to promptly.
All responses must be courteous, professional, accurate, and compliant.
FOIA requests must follow Operating Procedure 025.1.
The respondent must never promise actions beyond their control.
Responses will include suggestions for appeal avenues.
Sensitive information will be handled confidentially.
Documentation will be maintained when appropriate.

Citizen Inquiries and Complaints

Inquiries must be promptly referred to the Organizational Unit Head.
A written response must be provided for all correspondence.
Items received at the wrong level must be referred appropriately.
Valid allegations of misconduct must be referred for investigation.
Telephone inquiries must be documented with pertinent facts.

Correspondence Related to an Inmate/Probationer/Parolee

Incoming inmate/probationer/parolee correspondence
1. Correspondence includes calls, emails, faxes, and written documents.
2. All email correspondence must be forwarded to the Correspondence Unit.
3. The Correspondence Unit will evaluate urgency:
  1. High priority – Immediate response.
  2. Medium priority – Response within 5 working days.
  3. Standard priority – Response within 10 working days.
4. A case will be created and an acknowledgement sent.
5. Unit Heads must provide a comprehensive response.
6. Unit Heads must provide the date staff met with the inmate.
7. A written response must be provided for all correspondence.
8. Informal complaints follow OP 866.1 and OP 940.4.
9. Disciplinary appeals follow OP 861.1.
10. Correspondence from the Governor or Secretary will be processed by the Correspondence Unit.
11. Letters received at facilities must be scanned and emailed to the Correspondence Unit.
12. Healthcare‑related emails must be forwarded to the CQI Unit.
  1. Emails go to the Health Services Inquiries Mailbox.
  2. Letters must be scanned and emailed.
  3. Phone calls go to the CQI Unit.
13. The Health Services Inquiry Unit will evaluate urgency:
  1. High priority – Immediate response.
  2. Medium priority – Response within 5 working days.
  3. Standard priority – Response within 10 working days.
14. Duplicate requests receive one response.
Screening for Safety Concerns
1. Correspondence must be screened for safety concerns:
  1. Threats of self‑harm.
  2. Threats against another inmate/probationer/parolee.
  3. Fear of being harmed.
  4. Threats against staff or contractors.
  5. Threats upon release.
  6. Threats toward public officials or facilities.
2. Safety concerns sent to Senior Leadership require immediate notification.
3. Regional or unit staff must take appropriate action.
4. Self‑harm threats require immediate notification and mental health screening.
Tracking and Referrals
1. Routine correspondence is anything not involving urgent safety concerns.
2. Correspondence will be logged and tracked:
  1. Each item receives a unique log number.
  2. Electronic copies will be preserved when possible.
  3. Referrals will be sent via email with instructions.
  4. If the recipient cannot respond, it will be re‑referred.
3. Unit Heads must ensure proper tracking at their location.
Responding to Correspondence
1. Designated staff must review and respond appropriately.
2. Responses are limited to general information:
  1. Confirm incarceration or supervision status.
  2. Provide mailing address unless “Administrative Location.”
    - Administrative Location is flagged in VACORIS.
    - Additional information requests go to Central Classification.
    - No location information may be given out.
  3. Provide visiting and correspondence information.
  4. Confirm projected release date.
3. No detailed personal or medical information may be provided.
  1. See OP 050.1 for criminal history and supervision information.
  2. See OP 701.3 for medical information.
  3. Written inquiries receive an Acknowledgement Letter.
  4. Telephone/email responses must:
    - Thank the caller.
    - Notify them staff will investigate.
    - Have the inmate follow up with them.
    - Advise them of available inmate services.
    - Explain what can be released with consent.
    - Current rates apply for copies.
    - Additional charges may apply for archived records.
4. Release‑date or time‑computation responses must follow Attachment 2.
5. Other matters are handled by facility or P&P staff.

Quality Control

Quarterly audits of the Correspondence Log will be performed.
Audit documentation will be retained for review.
Notifications will be sent where deficiencies exist.