Resource Guide for Families of People Incarcerated at Rikers Island

When a loved one is incarcerated at Rikers Island, families often face uncertainty about how to obtain information, post bail, arrange legal representation, or ensure that the person receives appropriate medical care. Communication from correctional facilities can be limited, and navigating the system can feel overwhelming.

The following information explains how the Rikers Island jail system operates, how bail may be posted, how to contact relevant city agencies, and what steps families may consider if medical attention is needed. Individuals incarcerated at Rikers Island retain legal rights, including the right to reasonable safety and adequate medical care.

Overview of the Rikers Island Jails

Rikers Island is the primary jail complex operated by the New York City Department of Correction (DOC). Unlike New York State prisons, which house individuals serving longer sentences after conviction, Rikers Island generally houses individuals who are awaiting trial, unable to post bail, or serving shorter sentences, typically less than one year.

Individuals arrested in New York City are usually processed through one of the borough criminal courts after arrest. If bail is set and cannot be paid, or if the court orders that the person remain in custody, the individual is typically transferred to Rikers Island pending further court appearances or resolution of the case.

Rikers Island is located in the East River between the boroughs of Queens and the Bronx. The island is accessible by vehicle via the Rikers Island Bridge from Hazen Street in Queens. Visitors typically enter through the main security checkpoint located at the bridge entrance. Public transportation routes serving the area include buses that connect from nearby subway stations in Queens.

The Rikers Island complex includes multiple jail facilities:

• Eric M. Taylor Center (EMTC). EMTC historically housed detainees with mental health needs and people assigned to specialized programs. In recent years it has also been used for protective custody housing and detainees who require separation from the general population for safety reasons.
• George R. Vierno Center (GRVC). GRVC is one of the largest facilities on Rikers Island and typically houses general population detainees, including individuals awaiting trial. It contains multiple housing units with varying security levels and is often used to hold detainees for longer pretrial periods.
• Anna M. Kross Center (AMKC). AMKC has historically housed individuals in higher security classifications, including detainees who may have disciplinary issues, pending violence investigations, or other security concerns. It has also contained units used for restrictive housing or administrative segregation.
• Rose M. Singer Center (RMSC). RMSC houses women in custody at Rikers Island. It includes housing units for general population detainees, individuals with medical or mental health needs, and specialized programming for women.
• Otis Bantum Correctional Center (OBCC). OBCC has often been used for various specialized housing assignments, including detainees in protective custody or individuals who need separation from specific groups or gangs. The use of OBCC has changed over time as facilities open or close.
• Robert N. Davoren Complex (RNDC). RNDC has historically housed younger detainees, particularly those between 18 and 21 years old under the “Young Adult” classification. Younger detainees are often separated from older populations because they are statistically more vulnerable to violence and exploitation. RNDC has also been used for intake housing for some individuals newly transferred from court facilities.
• West Facility (WF). West Facility has often been used for specialized housing, including detainees with significant medical or mental health needs and individuals requiring Americans with Disabilities Act (ADA)-compliant housing. The facility has also housed people assigned to clinical units or other structured supervision programs in coordination with Correctional Health Services. The specific use of the facility has changed over time depending on operational needs within the Rikers Island system.

Families are sometimes surprised to learn that a person incarcerated at Rikers Island may be moved between different jail facilities on the island. Transfers can occur for several reasons, including changes in security classification, medical or mental health needs, protective custody placement, separation from other detainees, disciplinary housing decisions, or simple bed availability within the system. In some cases, individuals are temporarily moved to another housing area while an incident is investigated or while medical observation is required. 

Because these transfers can occur with little advance notice, families who are trying to locate a loved one should periodically confirm the person’s current housing location through the DOC inmate information system or by contacting the inmate information line.

How to Locate Someone at Rikers

Families who need to confirm where someone is being held in the New York City jail system can search the inmate lookup system maintained by the DOC. The system allows the public to locate individuals currently in custody and to identify the facility where they are housed.

To perform a search, families typically need basic identifying information such as the person’s full legal name and date of birth. If available, the New York State Identification (NYSID) number or booking number can also help narrow the search and avoid confusion with individuals who have similar names.

Search results usually show the person’s custody status and the facility where the individual is currently housed. Because people may be transferred between housing units or facilities for classification, medical, safety, or operational reasons, the location information can change during the course of detention. For that reason, families who are trying to arrange visits or send mail may wish to verify the location shortly before making arrangements.

If the online system does not provide the information needed, families may contact the DOC inmate information line for assistance. Staff may be able to confirm whether the person is currently in custody and identify the facility where the individual is assigned.

NYC Department of Correction
Inmate Information Line: 718-546-0700

What Happens After Arrest

When someone is arrested in New York and charged with a crime, they must be brought before a judge for a court appearance called an arraignment. This is usually the first time the person appears in court after the arrest. At the arraignment, the judge explains the charges, makes sure the person understands their legal rights, and asks how they wish to respond to the charges. The judge will also decide whether the person will be released or must remain in custody while the case moves forward.

At arraignment, the court must decide whether the person will be released on recognizance, released under non-monetary conditions, or held on bail, consistent with N.Y. Crim. Proc. Law § 510.10. Release on recognizance, often referred to as “ROR,” means the person is released without paying money after signing a written promise to return to court for future appearances. The court may also impose non-monetary conditions designed to reasonably assure the person’s return to court. These conditions may include requirements such as checking in regularly with a pretrial services agency, avoiding contact with a specific person involved in the case, or complying with travel restrictions that limit where the person may go while the case is pending.

New York’s bail laws changed significantly beginning in 2019. Because of these changes, bail can no longer be set in many cases involving nonviolent charges. Under N.Y. Crim. Proc. Law § 510.10(4), judges may set bail only for certain categories of offenses, including most violent felony charges and a limited number of other specified crimes. If the charge is not one of the offenses for which bail is allowed, the judge must release the person either on their own recognizance or with non-monetary conditions that require them to return to court.

If bail is allowed in a case, the judge must consider several factors before deciding whether to set bail and how much it should be. These factors include the person’s ties to the community, whether they have a job, their criminal history, their past record of appearing in court, and the seriousness of the charges. These considerations are set out in N.Y. Crim. Proc. Law § 510.30. New York law also requires judges to set bail at the lowest amount necessary to reasonably ensure that the person returns to court.

Posting Bail in Rikers Cases

If bail is imposed, the court must generally designate at least three permissible forms of bail. New York law authorizes several different forms of bail under N.Y. Crim. Proc. Law § 520.10. Common forms include:

• Cash bail, which requires payment of the full bail amount at once. Payment is typically accepted in the form of cash, money orders, or cashier’s checks.
• Insurance company bail bond, which allows a licensed bail bond agent to post bail in exchange for a fee.
• Partially secured bond, where a percentage of the bail amount is paid up front and the remainder becomes owed only if the defendant fails to appear in court.
• Unsecured bond, where no money is paid immediately but the defendant becomes responsible for the bail amount if they fail to return to court.

If bail is paid and processed, the individual may be released from custody while the case proceeds. Bail posted in cash is generally returned at the conclusion of the case, provided the defendant appears for all required court appearances. 

If bail is not posted, the person will remain in custody pending further court proceedings and may be transferred to Rikers Island.

Locations where bail can be paid:

• Rikers Island Central Cashier
  Open 24/7
  • Bail can be posted directly at the Rikers Island cashier facility after a person has been transferred to the custody of the New York City Department of Correction. The bail office is located near the main entrance to the Rikers Island jail complex.The office generally operates 24 hours a day, although processing times can vary depending on the time of day and the number of releases being processed. Even after bail is posted, it may take several hours for the person to be released from custody.
• Manhattan Detention Complex (aka “The Tombs”)
  125 White St, New York, NY 10013
  Open 24/7
• Bronx Criminal Court – Bail Payment Window
  215 East 161st Street, Lower Level – Room M-05C, Bronx, NY 10451
  7 days a week from 8 a.m. and 1 a.m.
• Queens Criminal Court – Bail Payment Window
  126-01 Queens Blvd, Ground Floor, Kew Gardens, NY 11415
  Monday through Friday from 9 a.m. to 5 p.m.
• Kings County Criminal Court (Brooklyn) – Bail Payment Window
  120 Schermerhorn, Room 101C 1st Floor, Brooklyn, N.Y.11201
  7 days a week from 8:30 a.m. and 1 a.m.

Posting bail at the courthouse immediately after arraignment is often the fastest way to secure release. If bail is paid before the person is transported to the custody of the DOC, the individual may be released directly from the courthouse rather than being transferred to Rikers Island. 

Bail will be accepted in any of the following forms:

• Cash
• Cashier’s/Teller’s check, in any amount not exceeding the bail figure;
• Money order from Federal Express, U.S. Postal Service, Travelers Express Company, Western Union, or a private bank- up to $1000
• Credit or debit card

Cashier’s checks, teller’s checks, and money orders must be made payable to the “New York City Department of Correction.” Each money order may not exceed $1,000, but you may use multiple money orders to reach the full bail amount. Bail may also be paid using a combination of cash, money orders, and bank checks. The total payment must exactly match the bail amount set by the court because the cashier will not provide change.

The person posting bail must present identification and provide either the New York State Identification (NYSID) number or the Book and Case number for the person being released. After the payment is processed, the person posting bail will receive a receipt showing that bail was paid. If the defendant appears for all required court dates, the bail money is usually returned at the end of the case. However, if the defendant fails to appear in court when required, the court may forfeit the bail and the money may not be returned.

Bail Bonds. Families sometimes use licensed bail bond agents if they cannot afford to pay the full bail amount. A bail bond allows the defendant to be released from custody because the bail bond company guarantees payment of the full bail amount if the defendant fails to appear in court. Bail bond companies typically charge a non-refundable fee, often around ten percent of the bail amount, to post the bond. In many cases, the bond company may also require a co-signer or collateral, such as property or savings, to secure the bond. Bail bond agents are regulated under New York insurance law.

Phone Calls at Rikers Island
People incarcerated at Rikers Island are not able to receive incoming phone calls. Instead, individuals in custody may place outgoing calls to family members, friends, or attorneys using phones located in housing areas within the facility.

Calls from Rikers Island are generally placed using the Department of Correction’s inmate telephone system. Family members may receive calls as collect calls or through a prepaid account, depending on the phone service available through the system. Calls are typically limited in length and may be recorded or monitored, except for calls with an attorney.

Access to telephones is generally available in housing areas on a daily basis, although availability may vary depending on housing schedules, facility operations, or security restrictions. Individuals in custody must know the phone number they wish to call, as they cannot receive incoming calls or messages through the facility.

Families should be aware that phone access may be temporarily limited during lockdowns, emergencies, or housing unit restrictions.

Visiting Someone at Rikers Island

Family members and friends are generally permitted to visit individuals incarcerated at Rikers Island. Visiting allows people in custody to maintain contact with loved ones and is an important way for families to stay connected during a period of incarceration.

Before visiting, individuals must present valid government-issued identification. Visitors are typically required to pass through security screening when entering the facility. Personal belongings may be restricted, and visitors may be asked to store certain items before entering the visiting area.

Visitors must also follow the DOC’s dress code and behavioral rules during visits. Clothing that is revealing, offensive, or resembles inmate or staff uniforms may not be permitted.

Visiting hours and procedures may vary depending on the facility, housing unit, and classification of the person in custody. In some cases, visits must be scheduled in advance. Families should check the DOC’s website or contact the facility to confirm visiting schedules and requirements before arriving.

Children may be permitted to visit, but they must usually be accompanied by a parent, legal guardian, or another approved adult. There are limits on the number of children allowed during a visit and restrictions on the items that may be brought for them, such as blankets, bottles, diapers, or bibs.

Sending Mail to Rikers Island

Family members and friends may send letters to people incarcerated at Rikers Island. Written correspondence is one of the primary ways families maintain communication with loved ones while they are in custody. Letters can provide emotional support, share family news, and help individuals remain connected to people outside the facility.

To ensure that mail reaches the correct person, the envelope should include the incarcerated person’s full name and Book and Case number, along with the address of the facility where the person is housed. If the Book and Case number is not known, families may obtain it through the inmate lookup system maintained by the DOC.

Mail should generally be addressed as follows:

Incarcerated Person’s Full Name
Book and Case Number
Address of the facility at Rikers

Addresses for Rikers facilities:

Anna M. Kross Center
18-18 Hazen Street
East Elmhurst, NY 11370

Eric M. Taylor Center Formerly known as CIFM
10-10 Hazen Street
East Elmhurst, NY 11370

George R. Vierno Center
09-09 Hazen Street
East Elmhurst, NY 11370

North Infirmary Command (NIC)
15-00 Hazen Street
East Elmhurst, NY 11370

Otis Bantum Correctional Center
16-00 Hazen Street
East Elmhurst, NY 11370

Robert N. Davoren Complex
11-11 Hazen Street
East Elmhurst, NY 11370

Rose M. Singer Center
19-19 Hazen Street
East Elmhurst, NY 11370

West Facility (WF)
16-06 Hazen Street
East Elmhurst, NY 11370

All incoming mail is inspected by correction staff before it is delivered. Mail may be opened and searched to ensure that it does not contain contraband or prohibited materials. This inspection process may take several days before the letter is delivered to the housing area.

Certain items may not be included in letters sent to Rikers Island. For example, envelopes should not contain cash, stamps, photographs that violate facility rules, or other items that may be considered contraband. If money is being sent to an incarcerated person, it must usually be sent separately as a money order and processed through the facility cashier.

If the person you are writing to is transferred to another facility within the Rikers Island jail system, the Department of Correction generally forwards mail to the person’s new housing location. However, transfers can sometimes delay delivery. For that reason, families may wish to confirm the person’s current housing location before sending important correspondence.

Commissary and Money Deposits

People incarcerated at Rikers Island are allowed to purchase certain personal items through the facility commissary. Commissary is similar to a small store inside the jail where incarcerated individuals can buy items that are not regularly issued by the facility. These items may include soap, toothpaste, deodorant, snacks, drinks, and writing materials. Commissary services for people in the custody of the DOC are provided through a vendor called Keefe Commissary Network.

Most individuals in custody are given the opportunity to place a commissary order once each week. Orders are typically placed using the housing unit telephone system or a tablet assigned to the unit. After an order is placed, the items are delivered to the housing area on the facility’s scheduled delivery day. If a person is in court or temporarily moved to another location at the time commissary is delivered, the order is usually delivered the following day.

Sending Commissary Packages. Family members and friends may also send a limited commissary package through an approved vendor program known as Securepak, which is also operated by Keefe. This program allows families to purchase certain approved items online and have them delivered to the person in custody.

The total value of a Securepak package is generally limited to $25, and individuals incarcerated at Rikers Island are usually allowed to receive one Securepak package every 21 days. Only items listed on the vendor’s approved menu may be included in these packages.

Commissary Accounts. Every person incarcerated at Rikers Island has a commissary account maintained by the facility cashier. Funds in this account may come from the following sources:

• Money the person had when they were taken into custody
• Money deposited by family or friends
• Money earned through work assignments within the facility

The account is maintained under the individual’s Book and Case number. If the person is transferred to another jail facility on Rikers Island, the account balance typically transfers with them.

How Family and Friends Can Deposit Money. Family members and friends may deposit money into an incarcerated person’s commissary account in several ways.

Money may be deposited:

• During an in-person visit at the facility
• Online through the Department of Correction inmate lookup system
• By sending a money order through the mail

Visitors who deposit cash during a visit should know that the funds are usually available in the person’s account the following day.

If money is sent by mail, it must be sent as a money order addressed to the incarcerated individual at the facility where they are housed. Money orders are generally accepted in amounts up to $1,000. When the mail is delivered, the money order will be opened and inspected in the presence of the incarcerated person, and a receipt will be issued showing that the funds were deposited into the account. Funds sent through the mail may take about five business days to become available in the account. 

Note that some deposit methods may involve service fees charged by the payment provider. These fees are typically paid by the sender and are separate from the amount deposited into the incarcerated person’s account.

Depositing Money Through Western Union. Family members may also deposit funds using Western Union. Deposits can be made online, by telephone, or at participating walk-in locations. To complete a deposit, the sender must provide the incarcerated person’s first and last name and their Book and Case number.

Western Union charges service fees for these deposits.

Western Union customer service:
800-634-3422
www.westernunion.com

Possible Restrictions. Commissary privileges may be restricted if a person is found to have violated facility rules. Information about commissary policies and disciplinary rules is generally included in the incarcerated individual rulebook provided by the DOC.

Medical Care at Rikers Island

People incarcerated at Rikers Island are entitled to medical, mental health, dental, and substance use treatment while in custody. Medical services in the New York City jail system are provided by NYC Health + Hospitals Correctional Health Services, which operates clinics and medical units throughout the facilities on Rikers Island. Each jail facility has its own medical clinic where routine care is provided. These services include sick call visits, treatment for chronic medical conditions, mental health care, dental services, and specialty medical treatment. Medication for Addiction Treatment, including methadone and other medications used in detoxification and substance use treatment, is also available.

Routine medical services are generally provided Monday through Friday. However, emergency medical care is available at all times, twenty-four hours a day, seven days a week. Individuals in custody may request medical care by contacting the Correctional Health Services Health Triage Line using a housing area phone or tablet. A nurse is typically available to speak with patients during designated hours, and messages may be left outside of those hours for follow-up. If a medical, dental, or mental health emergency occurs, the person in custody should notify a housing area officer immediately so that medical staff can be contacted.

North Infirmary Command. Some individuals require a higher level of medical care than can be provided in the clinics located in each jail facility. In those situations, they may be transferred within the Rikers Island complex to an infirmary unit known as the North Infirmary Command (NIC). This facility houses people in custody who have acute medical conditions, require ongoing medical monitoring, or need housing that complies with the Americans with Disabilities Act.

North Infirmary Command
15-00 Hazen Street
East Elmhurst, NY 11370

Hospitalization Outside Rikers Island. If medical staff determine that a person requires treatment that cannot be provided at Rikers Island, the individual may be transported to an outside hospital. In most cases, people in custody from Rikers Island are taken to nearby public hospitals operated by NYC Health + Hospitals. The hospital most commonly used for detainees in New York City custody is NYC Health + Hospitals/Bellevue in Manhattan, which has long served as the primary hospital for individuals in custody. Depending on the situation, patients may also be transported to other facilities such as Elmhurst Hospital Center in Queens.

When an individual is hospitalized, they remain in the custody of the DOC. Correction officers generally remain with the patient during hospital treatment, and the person may be restrained depending on security policies.

Injuries and Medical Emergencies. Injuries may occur for many reasons inside a correctional facility, including accidents, assaults, medical conditions, or use-of-force incidents. When a serious injury occurs, correction staff are expected to contact medical personnel immediately so that the person can be evaluated. Depending on the severity of the injury, the individual may be treated in a facility clinic, admitted to the infirmary, or transported to an outside hospital.

Notification of Family Members. Families are sometimes notified when a person in custody experiences a serious medical emergency, is hospitalized, or suffers a significant injury. Notification practices can vary depending on the circumstances and the information available in the person’s records. In many situations, family members may learn about a medical issue through the incarcerated person directly, through their attorney, or after contacting the DOC.

Note that hospitals and correctional medical providers are subject to privacy laws that may limit what medical information can be disclosed without the patient’s authorization. As a result, staff may not be able to provide detailed medical updates unless the person in custody has signed a medical authorization allowing information to be shared.

Visiting Someone Who Is Sick or Injured. Visiting policies may be different when a person is housed in the infirmary or hospitalized. In some cases, visits may still take place in the regular visiting area if the person is medically able to leave the infirmary. In other situations, visitation may be limited or temporarily suspended depending on the person’s medical condition or security requirements.

If an individual is hospitalized outside Rikers Island, visits generally require approval from correction officials and hospital staff. Because the person remains in custody during hospitalization, visitation may be restricted to immediate family members and may require advance authorization.

Family members who believe their loved one requires urgent medical attention may contact the New York City Department of Correction or Correctional Health Services to report concerns and request that the situation be reviewed.

What Families Can Do if Medical Care Is Not Being Provided. Families cannot directly order medical treatment inside the jail, but several steps may help prompt attention to the situation.

• First, encourage the incarcerated person to submit written medical requests through the sick call system. Written requests help create a record of the issue.
• Second, the incarcerated person can file a grievance through the Inmate Grievance and Request Program. This is the formal complaint system used within the NYC jail system.
• Third, families may contact Correctional Health Services to request that medical staff review the situation. Although privacy laws limit what information may be shared, staff may review the medical chart or conduct a welfare check.
  • Correctional Health Services
    NYC Health + Hospitals
    347-774-7000
• Fourth, families may submit complaints to the New York City Board of Correction, an independent oversight body that monitors jail conditions.
  • New York City Board of Correction
    212-669-7900
    https://www.nyc.gov/site/boc

Warning Signs of Medical Neglect. Families should pay attention if the incarcerated person reports severe pain that is ignored, untreated infections, head injuries with confusion or vomiting, difficulty breathing, broken bones that are not evaluated, or mental health crises that are not addressed.If possible, document the dates, symptoms described, and any staff members mentioned. Maintaining a timeline can help identify patterns if the situation worsens.

Disability Accommodations at Rikers Island

People incarcerated at Rikers Island who have physical, mental health, or developmental disabilities may be entitled to accommodations while in custody. Federal law, including the ADA, requires correctional facilities to provide reasonable accommodations so that individuals with disabilities can safely access housing, medical care, programs, and services.

Examples of accommodations may include wheelchair-accessible housing, lower bunks for individuals with mobility impairments, access to assistive devices, accommodations for hearing or vision impairments, and modifications to programs or services so that individuals with disabilities can participate. Individuals with serious mental health conditions may also receive specialized housing assignments or increased clinical supervision.

Requests for accommodations may be made through medical staff, housing officers, counselors, or facility program staff. Correctional Health Services and Department of Correction staff review these requests and determine appropriate housing or services based on the individual’s needs.

At Rikers Island, individuals with significant physical disabilities are often housed in ADA-accessible units. Historically, many of these units have been located in the West Facility, which has been used for individuals who require wheelchair-accessible housing or other disability-related accommodations.

Family members who believe that a loved one with a disability is not receiving necessary accommodations may raise concerns through the grievance process or by contacting the Department of Correction or oversight agencies listed in this guide.

Filing a Grievance at Rikers

If your loved one raises concerns about how they have been treated while incarcerated at Rikers Island, it is important to understand that the jail system has an internal grievance procedure that must usually be followed. In many situations, individuals must first use this internal process before they can pursue additional remedies, including filing a civil lawsuit in court. Federal law generally requires incarcerated individuals to exhaust available administrative remedies before bringing claims about jail conditions.

The New York City Department of Correction maintains an internal grievance system through its Office of Constituent and Grievance Services (OCGS). This office receives complaints from individuals in custody about conditions of confinement, treatment by staff, access to services, housing issues, and other matters related to incarceration.

Before filing a grievance, individuals in custody are often encouraged to attempt to resolve concerns directly with facility staff, such as a Housing Area Officer, Captain, or the appropriate program unit. If the issue is not resolved at that level, the person in custody may submit a formal grievance to OCGS.

To begin the grievance process, the individual must complete an Individual in Custody Statement Form (Form 7101R-A). These forms are available from grievance staff, housing area officers, law libraries, and facility program offices. Each grievance form may address only one issue, and multiple concerns must be submitted on separate forms.

Completed grievance forms may be submitted in several ways. The individual may give the form to a grievance staff member during housing area visits or place the form in a grievance drop box, which is typically located in common areas such as corridors and law libraries. The form must be signed in order for the grievance investigation to proceed.

If a person in custody cannot access a grievance form or grievance staff, a complaint may also be submitted electronically by calling 311 or by using the facility tablet system. These complaints are forwarded electronically to the Office of Constituent and Grievance Services for review.

Once a grievance is received, OCGS staff review the complaint to determine whether the issue is considered grievable under Department policy. If the issue qualifies as a grievance, staff will investigate the complaint and may speak with the individual in custody to obtain additional information. If the issue is determined to be non-grievable, OCGS may forward the complaint to the appropriate unit within the Department of Correction for review and response.

Families should understand that grievance procedures generally must be completed before courts will consider claims about jail conditions. For this reason, individuals who believe their rights have been violated are usually advised to document their concerns and follow the grievance process carefully.

Reporting Concerns About Treatment

Families sometimes become concerned about how a loved one is being treated while incarcerated at Rikers Island. These concerns may involve safety issues, housing conditions, or the way the person is treated by correction staff or other individuals in custody. In some situations, their incarcerated loved one report that they experienced physical abuse or excessive force by correction officers, threats or harassment by staff, or retaliation after raising complaints. Concerns may also arise when a person reports being assaulted by another inmate, placed in unsafe housing despite known threats, or subjected to sexual abuse or sexual harassment while in custody.

Families may also become concerned when a loved one reports serious medical or mental health issues that are not being addressed in a timely manner. These concerns may include delays in receiving medical care after an injury, untreated medical conditions, denial of prescribed medications, or failure to provide appropriate mental health treatment. In other cases, families may learn that a person who has been injured or assaulted did not receive prompt medical attention or was discouraged from reporting the incident. When situations like these arise, it is important for families to understand the procedures available for raising concerns and requesting that the issue be reviewed by the appropriate authorities.

In most cases, as mentioned previously, the person in custody must first use the facility’s internal grievance system to report the problem. The grievance procedure administered by the Office of Constituent and Grievance Services allows incarcerated individuals to document concerns and request an investigation. Courts often require that this internal grievance process be completed before legal claims about jail conditions can proceed. For that reason, individuals who believe they have been mistreated are generally encouraged to submit grievances promptly and keep records of the complaints they file.

If the grievance process has been followed and the issue remains unresolved, families may consider contacting the New York City Department of Correction directly. The New York City Department of Correction maintains an Office of Constituent and Grievance Services (OCGS) that receives and reviews concerns from individuals in custody, family members, attorneys, and members of the public. This office is responsible for responding to complaints about conditions of confinement, treatment by staff, access to programs or services, visitation issues, and other matters related to incarceration at Rikers Island.

Family members who are concerned about the safety or well-being of a loved one may contact OCGS to report the issue. The office can review the complaint, refer the matter to the appropriate facility administrator or department within the jail system, and request that staff investigate the situation or conduct a welfare check. In some cases, OCGS may also coordinate with medical staff, facility program units, or security supervisors depending on the nature of the concern.

Although the Office of Constituent and Grievance Services can review and route complaints, staff may not be able to disclose detailed information about an incarcerated person because of privacy and security restrictions. However, the office can confirm that a concern has been received and may advise families about the appropriate steps for addressing the issue within the Department of Correction.

Families may also report concerns to the New York City Board of Correction, which is an independent oversight body responsible for monitoring conditions in the city’s jails. The Board of Correction has authority to review complaints regarding conditions of confinement, safety issues, and other matters affecting people in custody.

New York City Board of Correction
1 Centre Street, Room 2213
New York, NY 10007
Phone: 212-669-7900

In situations involving serious safety concerns, medical emergencies, or systemic problems, families may also contact the Office of the Mayor of New York City. This step may be appropriate if repeated efforts to address the issue through the facility, the grievance system, or the Department of Correction have not resulted in a response. Families sometimes contact the Mayor’s Office when they believe a person in custody is in immediate danger, is being denied necessary medical care, or when broader conditions within a facility appear to be affecting multiple individuals. Because the Mayor oversees city agencies, the Mayor’s Office can request that the Department of Correction review the situation or direct the appropriate agency to respond.

Mayor’s Office of Community Affairs
City Hall
New York, NY 10007

Families may also use the City’s 311 system to submit concerns about conditions within the jail system.

If a family believes that their loved one has suffered serious injury, abuse, or denial of necessary medical care while incarcerated at Rikers Island, they may wish to seek legal advice from an attorney experienced in civil rights or correctional injury matters. An attorney can review the circumstances, determine whether administrative procedures have been properly exhausted, and advise the family about possible legal remedies. Families may contact Stephen Bilkis & Associates at 800.696.9529 to discuss concerns about injuries, unsafe conditions, or denial of medical care involving someone in custody.

Outside Resources for Rikers Families

Families sometimes find that concerns about safety, medical care, housing conditions, or treatment in custody cannot be resolved through the jail’s internal grievance system alone. In those situations, outside organizations may be able to provide guidance, advocacy, or legal assistance. Some groups investigate complaints about jail conditions, while others provide civil rights representation, disability advocacy, or support for individuals with mental health needs. Families may also contact outside organizations when they believe a loved one has been injured, denied necessary medical care, subjected to abuse, or placed in unsafe housing conditions. The organizations listed below provide a range of services that may help families understand their options and seek assistance when concerns arise involving someone incarcerated at Rikers Island.

1. Prisoners’ Rights Project – Legal Aid Society

Address: 199 Water Street, New York, NY 10038
Phone: 212-577-3300
Website: https://legalaidnyc.org
How they help: Civil rights litigation, use-of-force cases, denial of medical care, failure to protect.

2. NYCLU (New York Civil Liberties Union)

Address: 125 Broad Street, 19th Floor, New York, NY 10004
Phone: 212-607-3300
Website: https://www.nyclu.org
How they help: Civil rights complaints, excessive force, unsafe conditions, medical neglect.

3. Prisoners’ Legal Services of New York (PLS)

Address: 41 State Street, Suite M112, Albany, NY 12207
Phone: 518-445-6050
Website: https://www.plsny.org
How they help: Serious injury, medical care denial, abuse cases (primarily state prisons but provides guidance for NYC jail cases).

4. NYC Board of Correction (BOC)

Address: 1 Centre Street, Room 2213, New York, NY 10007
Phone: 212-669-7900
Website: https://www1.nyc.gov/site/boc
How they help: Oversight of Rikers; accepts complaints about unsafe conditions, neglect, and staff misconduct.

5. NYC Department of Correction – Office of Constituent and Grievance Services

Address: 75-20 Astoria Blvd, East Elmhurst, NY 11370
Phone: 718-546-3111
Website: https://www.nyc.gov/doc
How they help: Safety and medical concerns from families; directs urgent cases to CHS.

6. Correctional Health Services (CHS) – Patient Relations

Address: 125 Worth Street, New York, NY 10013
Phone: 646-614-0100
Website: https://www.nychealthandhospitals.org/correctionalhealthservices
How they help: Medical injury, malpractice, medical neglect, failure to treat, emergencies on Rikers.

7. NYS Commission of Correction – Medical Review Board / Citizen’s Policy and Complaint Review Council

Address: Alfred E. Smith Building, 80 South Swan St, Albany, NY 12210
Phone: 518-485-2346
Website: https://scoc.ny.gov
How they help: Investigates serious injuries, deaths in custody, medical neglect, staff abuse.

8. Disability Rights New York (DRNY)

Address: 25 Chapel Street, Suite 1005, Brooklyn, NY 11201
Phone: 518-432-7861
Website: https://www.drny.org
How they help: Abuse of incarcerated people with disabilities, medical neglect, untreated mental illness, failure to accommodate.

9. Urban Justice Center – Mental Health Project

Address: 40 Rector Street, 9th Floor, New York, NY 10006
Phone: 646-602-5600
Website: https://mhp.urbanjustice.org
How they help: Protects rights of people with mental health conditions who are abused, injured, or denied treatment in custody.

10. National Police Accountability Project (NPAP)

Address: 2022 St. Bernard Ave, Suite 310, New Orleans, LA 70116
Phone: 504-302-2245
Website: https://www.nlg-npap.org
How they help: Supports attorneys and families in cases involving jail abuse, excessive force, and injuries; referral network for civil rights lawyers.

11. ACLU National Prison Project

Address: 915 15th Street NW, Washington, DC 20005
Phone: 202-548-6608
Website: https://www.aclu.org/issues/prisoners-rights
How they help: Litigation and assistance involving systemic abuse, medical neglect, and unsafe conditions.

12. Center for Constitutional Rights (CCR)

Address: 666 Broadway, 7th Floor, New York, NY 10012
Phone: 212-614-6464
Website: https://ccrjustice.org
How they help: Human rights and civil rights litigation including jail violence and unconstitutional conditions.

13. NAMI–NYC (National Alliance on Mental Illness – NYC)

Address: 505 Eighth Avenue, Suite 1103, New York, NY 10018
Phone: 212-684-3264
Website: https://www.naminycmetro.org
How they help: Guidance for families when mentally ill loved ones are abused or neglected in custody.

14. 988 Suicide & Crisis Lifeline

Phone: 988
Website: https://988lifeline.org
How they help: Supports family members advocating for emergency mental health care for incarcerated persons.

15. NYC Office of the Public Advocate

Address: 1 Centre Street, 15th Floor, New York, NY 10007
Phone: 212-669-7250
Website: https://pubadvocate.nyc.gov
How they help: Accepts complaints about dangerous or unlawful conditions in NYC jails, lack of medical care, abuse, and systemic failures. Can intervene with NYC agencies.

16. New York State Commission of Correction (SCOC) – Citizen’s Policy & Complaint Review Council

Address: Alfred E. Smith Building, 80 South Swan Street, Albany, NY 12210
Phone: 518-485-2346
Website: https://scoc.ny.gov
How they help: Reviews complaints about serious injuries, unsafe conditions, deaths in custody, staff misconduct, and medical neglect in all NY jails and state prisons.

17. New York State Justice Center for the Protection of People With Special Needs

Address: 161 Delaware Avenue, Delmar, NY 12054
Phone: 518-549-0200
24-hour Hotline: 855-373-2122
Website: https://www.justicecenter.ny.gov
How they help: Investigates abuse and neglect involving individuals with disabilities or mental health conditions in certain facilities; receives referrals involving inmates with special needs.

18. Fortune Society (for families after a death in custody)

Address: 630 Riverside Drive, New York, NY 10031
Phone: 212-691-7554
Website: https://fortunesociety.org
How they help: They provide reentry support, counseling, case management, housing assistance, and emotional support to families and formerly inmates coping with trauma, including the impact of a death in custody. While they do not investigate deaths, they help families stabilize, access services, and navigate post-incarceration needs.

19. Anti-Violence Project (AVP)

Address: 116 Nassau Street, 3rd Floor, New York, NY 10038
Phone: 212-714-1141
Website: https://avp.org
How they help: They support LGBTQ+ people who experience violence, including those incarcerated. They respond to reports of harassment, physical assault, sexual violence, and unsafe housing, and they advocate with correctional facilities for protection, safety plans, and oversight.

20. Lambda Legal – Help Desk

Address: 120 Wall Street, 19th Floor, New York, NY 10005
Phone: 212-809-8585
Website: https://www.lambdalegal.org/helpdesk
How they help: They provide legal information and assistance for LGBTQ+ prisoners experiencing discrimination, violence, or denial of gender-affirming medical care. They also litigate major cases involving LGBTQ+ rights in prisons and jails.

21. Sylvia Rivera Law Project (SRLP)

Address: 147 West 24th Street, 5th Floor, New York, NY 10011
Phone: 212-337-8550
Website: https://srlp.org
How they help: They work specifically with transgender, gender-nonconforming, and intersex people in prisons and jails. They advocate for safer housing, access to hormones, prevention of abuse, and protection against staff discrimination.

22. Transgender Legal Defense & Education Fund (TLDEF)

Address: 520 8th Avenue, Suite 2204, New York, NY 10018
Phone: 646-862-9396
Website: https://transgenderlegal.org
How they help: They assist with legal issues involving transgender rights, including prison conditions, gender-affirming care, and safety concerns inside correctional facilities.

23. National Center for Transgender Equality – Transgender Prisoner Rights Resources

Address: 1032 15th Street NW, Washington, DC 20005
Phone: 202-642-4542
Website: https://transequality.org
How they help: They support incarcerated transgender people nationwide by providing advocacy guides, legal information, and intervention for cases involving violence, solitary confinement misuse, or housing discrimination.

Frequently Asked Questions