The previous Inmate Information Center was designed to serve an inmate population of approximately 10,000, and it was staffed by civilian clerks. In early 1984 when the inmate count was over 16,000, the center clearly could no longer meet public information needs. The solution called for system relocation, system upgrades, expanded work stations, and inmate labor coupled with a vocational education program in telemarketing and office reception skills. Construction of the new system began early in 1989, and it became operational on September 1, 1989. Inmates are selected for the Inmate Answering Service based on their conduct in the jail and an assessment of their verbal and reading skills. System security is maintained, and unauthorized communication is prevented through various monitoring mechanisms. Inmate telephones are not used for calling out, and inmates are trained to provide only information they may access via their computer terminal or in a reference book for public information. The average delay in answering a call has dropped from 30 minutes under the old system to 10 seconds under the new system. Although the security required under the new system brings its costs to approximately the same as that for a full civilian staff, service has improved and the inmates are receiving valuable vocational training.