(The following is a letter I sent to Sheriff Jim Winder this morning, April 13, 2010, on the day my son is being released. I waited until today to send this letter because of my son’s safety and incidents of harassment from guards).
My 19 year old (turned 20 in jail) was sent to CATS by a judge for violating his probation with failed drug tests. He deserved it and his mother and I were actually glad he was sentenced. Something needed to happen. The judge did the right thing by throwing him in jail.
Prior to that sentence, his criminal defense attorney took us into a conference room and warned us that jail visiting was going to be a nightmare only eagerly made possible by jail personnel. He went on to say that they are “underpaid, overworked, under-appreciated and really don’t like people very much.” He said that we needed to brace ourselves to deal with what we would encounter from “the employees at the jail. They are not there to be helpful. Get used to it.”
Those were his stern words from 26 years’ experience. And after 4months, I can honestly say that he was 100% dead-on correct. I’m disgusted and angry with what we experienced dealing with jail personnel and systems.
Your web site counsels people: “When a person is incarcerated, he/she is not the only one being introduced to the jail environment. The experience can be challenging and confusing to friends and family as well.”
What your advice didn’t mention was your jail personnel will double-down and make sure that an innocent friend or family member lives a nightmare of their making every chance they get an opportunity to quote the “rulebook.” You know, the rulebook they adhere to when it suits them. Or, they can alternatively behave like Jesus amongst the beggars when they decide it suits them to let a rule slip.
1 - Complaint:
From the first day we had the pleasure of walking into the Metro Jail, we were treated like a nuisance by every smug individual sitting on the other side of the counter. When they are ready and feel like it, they will stop staring at their computer screens and actually look up at someone who’s been standing there patiently waiting. That is, only if they are through chatting with the person sitting next to them about family and soccer and grocery prices. There’s no keyboard activity, just lots and lots and intent staring. Then, they turn, drop their smiles and ask you what you want. Not, “How can I assist you?” or “How can I help you?” or “What can I do for you?” Indifference, cold replies, hair-trigger confrontational attitudes, and, really, a total lack of any skills in dealing with the public at large or a specific segment of the public called “visitors.”
At Metro, this goes for commissary account clerks, visit-scheduling clerks, and especially with the young, male officers behind the counter that give out locker keys. They deserve some kind of award for being that bad of an example, right there out in public. As a taxpayer and life-long citizen of Salt Lake City, I resent helping to pay for people to treat me so poorly. I’m not talking about greeting me with a smile. I’m talking about being treated like a loser or that I have a contagious disease and shouldn’t even be there! You naturally have questions your first couple of visits, and getting a faceful of attitude from some stranger who I know in my heart doesn’t have my level of education, experience, military background , contributions to community well-being or charitable volunteerism. When I do not want to be anywhere near that building it is ridiculous to be treated that way. Those young turks with sidearms and paramilitary uniforms who run the metal detectors at Metro are a sad bunch. They look like military rejects or MP’s who have little other training than “containment and security.”
What happened to Professionalism? Pride in doing a good job? Helping people who need help? Basic Customer service training? Public service from public servants? Budget woes? So, we hire and train the worst of the worst because we can’t afford to hire good people? It doesn’t cost anything to be a human toward other humans in a bad situation. Particularly when one of us CHOSE to be there and it wasn’t me! It was the jailers (and by extension, my son)and the counter help and the guards who chose to be there. I’m just visiting.
2 – Commissary
My kid is now 20 years old with a 20 year olds’ appetite. So, naturally, that means that he goes to bed hungry every night he’s in jail. He eats all his toothpaste, telling me it’s a delicacy at night. So, we put money in a commissary account and are charged airport boutique prices for crackers and bean paste. That’s all fine and well.
What’s not fine and well is the fact that in 4 months, his commissary orders were totally screwed up four times. Two times his commissary order was submitted and no one said anything about a box not being checked or a number was put in the wrong box. What these people did was wait until it was time to dole out the orders the following week, then they would tell him that he didn’t check the correct box or some other problem and there was no commissary order for him at all.
Why didn’t they tell him that when he submitted his request? Does it ruin all the fun these people have when they get to tell a hungry kid who’s waited a week for his order that he forget to put a check in a box? One of the older inmates finally told him that he would be happy to “grade” his commissary request because “they” will never tell you it needs correcting.
What kind of BS is that? What kind of sick, twisted military basic training torture and intimidation trick is that? I would fire every single person involved with that mess you call commissary. Of course, with budget cuts, I guess you are forced to hire the worst excuse for thinking, competent human beings that you can find.
3 – Visiting Schedules:
On my son’s 20th birthday, I came to see him on a Wednesday night after work. When I got to the counter, I was informed that ”someone had already come to see him” and that there were no more visits allowed, even on his birthday. I walked outside and called my ex-wife, thinking she sneaked in for his birthday. It wasn’t her. That someone turned out to be a special needs-janitor from our church who was in the area and just dropped in to visit. Whoever designed or signed off on a system that lets people take time off work, drive across town and walk up to a counter only to be told that some stranger already took your visit should be fired. Fired!
Interface with the system: The computer systems and user interfaces seem to be extremely cumbersome, not user-friendly and cause bottlenecks at every counter I had to stand in front of. Every time I signed up for a visit, it took the little old lady at Oxbow untold time just to log me in. I’m the same guy who stood there last week, nothing has changed. Same name, same address, same nightmare, different day. She would write down names with a pencil and pad, then transcribe some of the info to the computer, then take a driver’s license, hand out a key and go back to writing things down on scraps of paper. Most of the time, with a line standing at the counter, she sat there just staring intently at her computer screen, waiting for it to do something. She’s the one who told me that the “new” system causes her to go through these acrobatics with the pencil and computer and paper scraps, etc. Pathetic and totally intolerable!
Whoever designed and/or signed off on an operational system that causes so much grief and anxiety, even for jail personnel, should be Fired. I have fired IT people who can’t think like normal human beings. Some, not all, are not mentally well. I had more trouble with a mentally ill IT person than I can tell you. He was actually hospitalized once.
He would design systems that no one in their right mind could use, regardless of training. When I think that you are using an operational system that was probably designed on contract through the County or State Purchasing Department and it Does Not Work, my taxpaying blood boils. Some IT guy signed off on it because HE UNDERSTANDS IT, and no one else does, right?
Timing is Everything and Not Anything: We have been warned repeatedly to show up for a visit at least 15 minutes before visiting time so the “the prisoner can be prepped for the visit.” (Hey, Damon! Your Dad’s here!” How’s that for prep?) I’ve been turned away and made to sit on my hands for 30 minutes five times in 4 months for being within 3 minutes of what the clock on the wall said was exactly, and I mean exactly, 15 minutes.
Sometimes I would be standing at the counter on time, and by the time all the mind-numbing, silent staring at computer screens and note writing with a pencil and scrap of paper stopped, I would be past time when it was my turn to be served. I say “served” with the utmost sarcasm.
Prep time, huh? If that’s the excuse for the draconian 15 minute rule, then how come my kid wasn’t at the counter when I got into the visiting rooms? How come my kid showed up groggy and sleepy 4 times in the past 2 months and told me the guards had just barely awakened him for a visit while I sat there waiting? So, if they aren’t going to use the rules and time available to do their jobs, why am I subjected to this medieval , inflexible exercise? HOW COME THE FAMOUS RULES ONLY WORK IN ONE DIRECTION?
Last Saturday, for my kid’s last visit before release, I was standing at the counter at exactly 12 minutes before the visiting time. That was your wall clock vs. my wrist watch. I asked if she would let it go since there were only 4 people heading into that visit and she refused, citing “the rules.” When I asked what was the big deal over 3 minutes, knowing I was pushing buttons, she responded that it didn’t matter if it was a minute or three, I wasn’t going to visit for another 30 minutes because ”those are the rules and she wasn’t going to lose her job because I was 3 minutes late.” Then she cited the need to “prep the prisoner” for an expected Saturday visit. When I mentioned that this is the way we were treated at Metro when my kid was waiting for a CATS bed to open up, she got angry and said that they were “much more lenient at Oxbow than at Metro!”
And I asked, then, why she wouldn’t let me see my son over the silly three-minute rule, she did what every jail employee has done when you start making logic out of their nonsense: She started shouting, “Sir! Sir! Sir! “ as though shouting “Sir!” was going to produce a magical outcome overriding the ridiculousness of her attitude.
I had two other jail employees shout “Sir! Sir!”Sir!” in my face as a result of asking why there was no basic change for commissary payments (Who takes in money and can’t make simple change?)or why I wasn’t allowed in for a visit when I had been standing at the counter, on time, but the employee couldn’t run the computer effectively enough to process the 5 people standing in line on time.
I figured there must be a class in Conflict Resolution that teaches jail employees to start shouting “Sir! Sir! Sir!” like a fire alarm if they are jostled on their comfy perch behind the counter. At no time have I ever sworn, shouted or name-called a jail employee. What really pisses them off is when a thinking person throws their ridiculous excuses and canned answers out the window. They must feel naked and scared, like a bully who’s just been punched in the nose.
The woman last Saturday told me that if I was standing in line and was late because the line moved slowly, that I would “get in if it was her shift!” I asked her why she wouldn’t let me in for a 3 minute violation ON MY LAST VISIT if she had the benevolence and power to help people stuck in line. That did not go over well.
I’m thinking that because of budget cuts, you are forced to hire people who have no desire or ability to deal with people in stressful situations. I’m talking about those swaggering, sneering, ill-mannered, ill-trained jerks who sit at their computers and won’t even acknowledge your presence until they are through checking basketball scores and asking so-and-so what she brought for lunch.
You know the kind, the people you hire who think, “Well, if you don’t want to be here and treated like an animal, tell your family member not to get thrown in jail!” or, like last Saturday, having my license handed back to me and told, “You know what? You’re not getting in!” because her training didn’t involve using logic, just words in a book called “rules” while she admitted to me that she bends them all the time if she thinks the cause is just. She relented and let me in after her temper tantrum ran its course.
I would love to do a reverse-ride along sometime. Come with me as we visit counters at Metro and Oxbow. I’ll do the talking, you do the observation. We’ll start by scheduling a visit 7 days in advance, move to the commissary station (and ask for change for a $50) and then finally, to the guy who hands out keys and runs the metal detector with a snarl. I wish these people were my employees. Oh, how I wished they were my employees and not protected by being yours.
Finally, my ex-wife called and complained about the commissary debacle and incompetence. I had no idea she called and complained. She went through Tricia Beck, state representative and family friend. Trisha called someone at Valley Mental Health who ruins CATS and they called the jail to ask what was continually wrong with my kids’ commissary orders. Why was it such a challenge for adults to take an order, process it and then actually deliver it? Budget cuts? We had to hire incompetent people? What!?!
So, that week, my son was taken aside by a guard who warned him that word had spread that he was a trouble maker because his mother had been making phone calls and stirring up “problems” for the staff. I still get a chuckle out of that one. Your “staff” sucks. I’m trying to find out if it’s by design and intent, the way you might hire the dog catcher who turns out to hate animals. Complain about egregious situations and get pulled aside and labeled a troublemaker because some incompetent, poor hire can’t seem to function in the position they were hired to occupy. It’s an outrage.
In closing, I will say that if I had the money, I would sue the Sheriff’s Office over what I have witnessed over the past 4 months. I have a new found appreciation for the ACLU. Your jail is a human circus run by people who clearly don’t enjoy their jobs or the environment or the people they are there TO SERVE. Instead, they practice an institutionalized form of harassment and intimidation. I sensed that most of these people are wielding a little power for the first time in their lives. Unsupervised, undisciplined, unprofessional power. I guess that’s the definition of “abuse of power,” isn’t it?
My only wish and hope is that someday, you will be forced to visit a relative or friend or employee in jail. It’s an experience that will have you shaking your head every time you walk out of the building. You’ll be asking yourself, ”How did we let this happen?” and “Who are these people?” and “Why did the Sheriff’s Office hire these skill-less, anti-social people to work with the public?”
As you can no doubt sense, I am outraged. There is something somewhere that’s out of whack. I can’t tell if it’s the hiring process that’s broken or that the bar is set so low, you’re settling for what I’ve just witnessed. I can’t tell, yet, if the County’s HR department makes the “filtering” decisions, and then the Sheriff’s Office conducts interviews and does the actual hiring.
Whatever the process, the system is broken and failing taxpayers. You are not hiring and training the best of the best. There isn’t one person I came in contact with who couldn’t have used some on-the-spot training or retraining or official discipline for doing a poor job.
Is this really the best you can do?
Sincerely,
Bill Lines
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20 Responses
Thank you for sharing Bill! We have had similar experiences and will continue to agree with what you have shared. There hasn’t been one time we have gone in there without coming out from a bad experience. There is a limit with a prisoner, but when it comes to a visitor, there is no way we should be treated similar in any aspect!
Posted on April 13th, 2010 at 9:30 pm
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Posted on April 15th, 2010 at 4:25 pm
Yes thank you bill for making this BOLD statement. May i just point out a few things to you.
1. Its time for a life. if you have nothing better to do then sit around and make notes of every visit, the time you showed up the time you waited in line before some one looked up at you or the fact that the little old lady behind the computer was taking notes with a pencil and paper, you seriously need a life. This “NEW SYSTEM” was thron at everyone including the people who have worked there many of years. As visitors we have become use to the fact that we wait for people to help us, and everyone of them tried the absolute hardest not to get fustrated with visitors that after 4 months should know the process. If after 4 months you were still showing up late for visits you should know like the rest of us that you are not going to be able to get into the vsit! We all know the rules and obey them. if we are late we are late there is nothing we can do but be upset at ourselves! i know for a fact that they have something called prescheduling. its to prevent some one else from coming into visit the person you want to see, yes inmates get 1 visit a day with up to 3 people. it is the inmates choice to ask who is visiting and whether or not they would like to refue that visit or niot. Him not refusing goes to show he obviously didnt care who was seeing or not seeing him for the day. obviously like you stated you knew you were 3 minutes late. why push the staff to the limits? they deal with people that dont know the rules every day yet after 4 months you couldnt seem to grasp the concept? why is that? why such the stupidity?
2. your son not getting his order ever the right way would be his own doing. 4 months gives him well over enough time to know how to freaking order something. the jail serves 3 meals a day that meet the health standards for an average person. whether the inmate eats it or not is their own choice. filling out a simple bubble or check mark for something to get a simple candy bar then he obviously shouldnt get it. if he was making mistake after mistake on orders why should the staff be the ones to have to go through every order and ssay ‘are you sure you dont want the candy bar this week or what about the crackers?’ with as many inmates as there are why? my inmate has gone with out plenty of times because he is flat out stupid and doesnt mark the stuff.
3. staff members are absolutley helpful and always respectful to the individual people. as a group i do have to say us “VISITORS” tend to get noisey because some of us do become friends and start talking and laughing and joking. when that happens the officer or clerks deo yell to ask us to be quiet because it is becoming way to loud and no one can hear who is being HELPED. which oh my heck slows down the line.. alot of the waiting we do is on ourselves. i will admit. its a great sytem the jail has and it works great. i have been told VISITING IS A PRIVLEDGE NOT A HAVE TO HAVE. if we are late to bad if we are loud to bad yes stuff happeneds and at times we dont get visits at all but what can anyone do about that! i hope ou enjoyed writing the letter because it was the very entertaining to read because of the amount of bs you put into it. thank you for the large amounts of humor. there are many staff i know there that will enjoy every bit of this!
Posted on April 16th, 2010 at 12:07 am
I hope you will share my letter with your buddies on staff at the jail. I’ve already shared it with the idiot who designed the system. What’s funny about this, Michele, is that the very day I sent this letter, the Trib did a story on how screwed up the jail’s computers are. And the people doing the complaining were cops who were shutting down a drug operation because they couldn’t book people within a two hour period. Seems only you and Sheriff Winder think things are just peachy.
Three minutes late two times in 4 months. Once, couldn’t get in. Another time, they let me in. See about the rules? And I booked reservations each week. That has nothing to do with him NOT being ready when I sat at the counters.
Your excuse for poor commissary service is ridiculous. And I’m not doen wtih those idiots, either. I’m going to ask questions about who the vendor is, how they staff, how they train, etc.I don’t know why you’re trying to defend the indefensible unless you work there. His orders weren’t screwed up over a candy bar. Don’t be an idiot. They admitted one week that they, too, had a “brand-new” system and that’s why things got screwed up for half the orders. So, they delivered half the orders and told the rest that they woudl just have to wait until the following week, no make up orders allowed. It was their fault.
Now, Michele, do you know how I know you work at the jail? You came to a web site designed for the expressed purpose of taking in complaints about the jail and spent all those ungrammatical sentences defending a sick system. Who does that?!?
Posted on April 23rd, 2010 at 8:31 pm
And why you think visiting is a “priviledge,” I’ll never know. This is a public facility paid for with tax dollars. The employees are PUBLIC SERVANTS, not actors in a bad prison movie. We deserve and should demand better results than what I saw happening. Over crowding is one thing, but a sick system utilized by untrained, uncaring people is another.
How much effort, by a PUBLIC SERVANT, would it take to quickly look over a commissary order and hand it back saying, “You forgot to check something.” Blaming my kid because the commissary people are cruel jerks isn’t going to cut it.
My kid ate his meals. Is your last meal of the day at 4:30 pm, Michele? I didn’t think so.
When you mention visiting problems, you ask,”But what can any of us do about it?” Get mad as hell and write letters and make phone calls and find out who is responsible and confront them. We should expect that our public servants are trained and supervised properly. We should expect that good people are being screened and hired for these positions adn that they don’t have glaring attitude problems toward a segment of the public.
Like I said, I hope you share my letter with your fellow jail employees. It’s probably the only honest feedback you guys will get all year until your 10 minute annual review.
Posted on April 24th, 2010 at 3:06 pm
Thank you so much for writing this letter. I can’t express how well it sums up what a disaster that place is. I recently had to spend a few days in jail there for a silly warrant from over five years ago. Let me say that I expect jail to be nothing of luxury or comfort; I understand it’s meant to be essentially a punishment. On the other hand, I do expect to still be treated in a humane fashion since I am afterall a human being and this is America, not a third-world country. However, the conditions in this jail was reminiscent of stories I had read about Siberian gulags of Soviet Russia. I was raised to respect authority, and I made sure to be nothing but respectful and obedient to all the guards at the jail. However, when I was first brought into booking, I was met by guards who weren’t just stern and militant as expected, but were downright rude and insulting. After I was booked, I was then stuck in a cell in booking. This cell was designed to hold maybe six people at the most for an hour or two or two people long-term. Instead I spent the next 24 hours packed into that cell with ten other men. It was difficult to breathe and there was no room to walk around. There of course was also no room to lay down at all to sleep. This time was like torture. When I was finally booked into regular housing, things only slightly improved. I was given a few toiletries, but was shocked to find out that (unlike most jails) you’re not offered deodorant. As one can well imagine when you have sixty-something men packed into a poorly-ventilated room, the smell was horrible. I also wanted to find out certain basic details about the charge on which I was being detained which nobody seemed to be able to tell me. The officer instead yelled at me for asking and informed me that I’m not allowed to ask questions. There is a certain medication which I have had to take my whole life for certain health issues I have always had. In booking, I informed the nurse who took my vitals about the need for this medication. I was assured that I would be provided this medication. I never received this medication once despite constantly submitting kites and asking the medical staff about it when they came. While not having that medication caused me a lot of suffering, I was happy that my life doesn’t depend on those meds. Would they have just let me die if it was a life-threatening condition for which I needed medication? During the time, my father came to visit me. He commented on how he was blown away at how rude the staff at the front counter were. He used the term “bitch” which is a term he NEVER uses. Since this horrible experience, I have gone to visit people in there a time or two. I went through the exact same experience this letter describes. In college, I minored essentially in corrections. I interned in several different jails. I know for one that not all jails are like this. I also know what it’s like to be on the other side of the counter. And trust me, there really is no excuse for the way the staff treats people there. Computer problems are one thing, but that doesn’t mean I should be treated like I’m ruining their lives. Afterall, I AM the one who pays them as a taxpayer. I would love to find out if the Sheriff responded to this letter, and if so, what he said.
Posted on May 2nd, 2010 at 1:02 am
[...] you so much for writing this letter. (Located Here) I can’t express how well it sums up what a disaster that place is. I recently had to spend a [...]
Posted on May 3rd, 2010 at 3:39 pm
Yeah, I got a response several days later from a Capt. Church. He purposely didn’t address any of the detailed points I raised and would on say that he apologized if my son and I didn’t enjoy the same wonderful, cheerful service that he’s heard the employees give to each and every inmate and visitor…seriously, I kid you not. Sorry your experience differed from the thousands of satisfied customers we’ve already served, basically.
Then, his short, second and final paragraph went on to say that he would have appreciated knowing about these problems “when they occured,” so that he could have addressed the problem personally so that in the event that “we” needed the services of the county jail again sometime in the future, they’d be better prepared to deal with the problems I brought up.
In other words, what this bureaucratic idiot is saying is there are no problems like the ones I mentioned and everyone is just happy…except me and my son. I can tell that he was assigned to answer me because I complained about the ridiculously poorly conceived, designed and implemented computer system. With a simple google search on his name, it came back that he was the supervisor/team leader on acquiring this disaster called the “system.”
Yeah, and I’ve always wanted to get an explanation of something gone wrong by the person reponsible for it. You know you’re going to get the ehtical, honest truth from them, right? This guy is probably hiding under his desk by now.
Posted on May 3rd, 2010 at 5:15 pm
Before I forget, my son was scheduled to be realeased back into the wild on April 13. That’s the release date listed on his certificate.
He was realeased three days later because they “lost” his records for a couple of days. Interesting in light of my letter posted to the Sheriff the day he was supposed to be released. Not saying it was a conpsiracy to get even, just interesting timing.
Posted on May 3rd, 2010 at 5:23 pm
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Posted on May 10th, 2010 at 10:31 am
Very well written Bill!
I just need to add that they need to remember that place is a jail not prison. I had my husband there for a warrant that was issued by a cop two days before he arrested him. My husband was contacted about the problem, and he told the cop that he was not the one who was responsible for the problem because he was not even there when the problem occurred, the cop said he would do more investigation about it, but yet he still put a warrant for him. I am sure he did it just because my husband is BLACK. Remember, some people who are there are innocent until they see the judge and proven guilty. I am very upset that they do treat us like we don’t deserve good customer service. Very bad! And I also agree that they tend to just stare at you and then give you fake smile just to tell you that you’re late for your appointment.
Posted on May 11th, 2010 at 8:08 pm
Excellent post bill. And you also dealt excellently with Michelle the shill.
Been having my own drama with them that I won’t get into, but you are spot on. The only thing I disagree with you about is the cause of the staff’s unprofessional behavior. I don’t believe they hire anti-social, poor customer service skilled people. I believe they take the power hungry people who apply for these positions and TRAIN them to be as arrogant, rude, contrary, and contradictory as possible. All designed to let them flex their muscle and make the rest of us (accused criminal, visitors, critics — anyone with common sense) appear unreasonable and unhinged. Ninety-nine percent of them (I have met one or two exceptions) were born with chips on their shoulders, entered a field that fed their narcissistic personalities, and live in little glass houses protected by the blue line.
Posted on May 16th, 2010 at 3:13 am
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Posted on May 17th, 2010 at 1:13 am
Renee, I’m sorry for your troubles and yes, at some point you get a bad feeling dealing with these staffers. Things aren’t quite bad enough and they manage to make it worse. I was so worried that one of those poorly trained excuses for counter help would retailiate against my family by screwing with anything under their control like my kid’s safety, visitation scheduling (“You know what? You aren’t getting in!”) that I clammed up and put up with it until he was out.
I think what happens for most people is that they are so relieved to get the Hell away from jail when a loved one is out that they run in the opposite direction and never look back. And the nightmare goes on and on unchallenged and unnoticed.
Posted on May 18th, 2010 at 11:08 pm
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Posted on May 21st, 2010 at 5:33 pm
This is a HORRIBLE facility, a friend of mine is there for 30 more days. This is truly something you’d expect in the third world…. If his description of the food is at all accurate, this jail should be placed under federal watch. It’s backward and sadistic to the point I’m tempted to write Amnesty International. I doubt it would do any good, but just make them aware of what a 3rd world toilet this country has degenerated to….
Posted on May 29th, 2010 at 12:54 pm
Very well written Bill!
I just need to add that they need to remember that place is a jail not prison. I had my husband there for a warrant that was issued by a cop two days before he arrested him. My husband was contacted about the problem, and he told the cop that he was not the one who was responsible for the problem because he was not even there when the problem occurred, the cop said he would do more investigation about it, but yet he still put a warrant for him. I am sure he did it just because my husband is BLACK. Remember, some people who are there are innocent until they see the judge and proven guilty. I am very upset that they do treat us like we don’t deserve good customer service. Very bad! And I also agree that they tend to just stare at you and then give you fake smile just to tell you that you’re late for your appointment.
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