New Hanover Correctional Center Phone Calls. How ViaPath Works

How Calls Work at New Hanover

You cannot call the facility to reach the person directly. The resident uses a phone connected to the ViaPath/GTL system to call you. Your number must be approved and have money available when they call. If the number is not set up or has no funds, the call will not go through.

A Note on the Work Release Schedule

New Hanover Correctional Center is a minimum custody reentry facility with one of the most active work release programs in NC. More than 140 residents leave each day to work at employers including ILM Wilmington Airport, the Battleship North Carolina, and NCDOT road squads. They are off-site during the day and return to the facility in the evenings.

If you have not heard from someone during a weekday, there is a good chance they were at a work assignment and did not have access to the facility phone system. Expect calls in the evening hours after residents return. If you go multiple days without contact, call (910) 251-2666 to confirm the resident’s status.

Step 1. Get Your Number Approved

The resident has an approved calling list on the ViaPath/GTL system. They need to add your phone number to that list. Ask them to add your number the next time they have phone access. Once your number is on the list, you can receive calls.

Step 2. Fund the Calls

There are two ways to pay for calls:

Option A. ConnectNetwork prepaid account. Go to ConnectNetwork.com and create a free account. Add your phone number and deposit funds. When the resident calls, the cost comes from your prepaid balance.

Option B. AdvancePay deposit by phone. Call 800-483-8314 and follow the prompts to add money to an AdvancePay account linked to your phone number.

The resident can also pay for calls from their commissary account, which you can fund through ConnectNetwork deposits.

Call Rates and Limits

Detail	Rate or Limit
Cost per minute	$0.10
Max call length	15 minutes
Recording	All calls monitored and recorded

What Numbers Can Be Called

Only numbers on the resident’s approved calling list can be reached. The resident controls which numbers are on the list. If your number is not on the list, calls will not connect to you.

Cell phones and landlines can both be added. Some prepaid or VoIP numbers may not be compatible with the ViaPath system. If calls are not connecting, confirm with the resident that your number is on their list, then contact ConnectNetwork support at 877-650-4249.

Are Calls Monitored?

Yes. All calls through ViaPath/GTL at New Hanover are recorded and monitored. This is standard policy for NC DAC facilities. Attorney calls may be handled differently. Contact the facility at (910) 251-2666 for information on legal call procedures.

What to Do If Calls Are Not Connecting

If calls are not going through, check the following in order:

1. Confirm your number is on the resident’s approved calling list
2. Confirm funds are available in your ConnectNetwork or AdvancePay account
3. Check whether your carrier blocks calls from correctional facilities (some do by default)
4. Contact ConnectNetwork support at 877-650-4249
5. Call New Hanover Correctional Center at (910) 251-2666 if the problem continues

Video Visits and Messaging

ViaPath/GTL supports video visits through the Getting Out Visits app at sso.gtlconnect.com. You must be on the resident’s approved visitor list to use video visits. This option is useful on evenings or weekends when the resident is back from work and available. It can also fill the gap on days when a phone call does not work out.

Work Release and Phone Access

Residents on work release at New Hanover are at outside job sites during the day. They typically do not have access to the facility phone system while off-site. Phone access is generally available when they return to the facility in the evenings. If the person you are trying to reach is on a work release assignment, plan for evening calls rather than daytime calls.