Each morning begins the same way: a quiet hum in the office, the soft shuffle of envelopes, and the anticipation of what the day’s mail might hold. Some letters are short and routine; others are pages long, filled with emotion, frustration, or hope.
“I want to thank you all for doing the things you do for us. Most people would forget we were alive if we didn’t remind them by reaching out.” - letter from an incarcerated person
As we open mail from correctional facilities across the state, we do so knowing that each letter represents a person waiting to be heard. No two letters are the same, but every one deserves attention—and a response.
Turning Letters into Action
Behind the steady rhythm of mail sorting is a thoughtful and consistent process — rooted in empathy — to ensure each letter is carefully reviewed, appropriately addressed, and responded to with respect.
Once the mail arrives, interns read and log key details from each letter, noting the sender’s situation and concerns. From there, our team determines the most appropriate response — whether providing information, connecting someone with resources, or taking further action.
Letters describing urgent or serious concerns such as suicide or medical emergencies are expedited and a staff person quickly follows up.When the request is for resources, interns gather relevant materials and include them in their response. Concerns affecting multiple people within a facility are also shared with the prison monitoring staff at the Prison Society. In every case, we follow up with the sender so they know their letter has been received and their concern addressed.
The Voices We Hear Most Often
Each letter we receive is unique, but over time, patterns emerge. The most frequent concern we see is access to healthcare, with about 22% of requests focused on things like obtaining treatment and medications.
“I am not getting the right medical treatment at all. I need surgery and the doctor refuses to take an x-ray… May you guys please help me…so I can seek the right medical treatment? ” - letter from an incarcerated person
Other recurring concerns include conflicts with other incarcerated people, food and commissary issues, mental health, grievances, and welfare checks. Often, these concerns also come paired with requests for a visit from a volunteer prison monitor.
“I am housed in the RHU [solitary confinement] without an infraction, misconduct or any wrongdoing, documented or otherwise…The [administration] refuses to provide any information on my status or what is next to come. I am just in the hole doing dead time losing my mind” - letter from an incarcerated person
We also see requests for reentry programs, job training, legal resources, and materials to help prepare for parole. Other letters simply ask for engaging reading material or finding a pen pal to reduce the isolating effects of incarceration.
What This Work Means
These letters reveal both the immense challenges and the resilience of people living inside Pennsylvania’s prisons. They underscore the importance of the Prison Society’s mission and the unique role we play: offering a point of connection where people know they will be heard, taken seriously, and treated with care.
“Small moments like someone thanking me for actually listening felt profoundly human. Responding to concerns about unsafe conditions carried a real sense of responsibility and showed how advocacy can begin with a single letter. Even difficult messages taught me to read with empathy and understand frustration as a response to trauma.” — Maggie Vergenes, Graduate Macro-Social Work Intern
Each letter reminds us that behind every concern is a real person whose dignity depends, in part, on whether someone is willing to listen and respond. For many people who write to us, the most powerful outcome isn’t a form, a referral, or even a visit—it’s the knowledge that they are not alone.
“The most rewarding moments at the Pennsylvania Prison Society have been the times incarcerated individuals express relief that they “finally weren’t alone.” The small action of reconnecting a family, advocating for a basic need, or even taking the time to read a letter from someone needing to vent, creates a visible sense of support.” — Mariah L., Helpline Intern
Working on the Helpline gives staff and interns alike a window into daily prison life—the barriers to healthcare, the isolation of solitary confinement, the fear of being ignored, and the determination to keep advocating for oneself despite those obstacles.
Special thanks to Dorisbel Dominguez of the University of Pennsylvania and Delia Tisdale of Villanova University for contributing to this story.