sounds like what you are referring to is what is commonly referred to as "inappropriate boundaries." What that means in real-person langauge is that we aren't supposed to cross the lines and get overly involved with the inmates, regardless of their situations. If they are in need of help, we help them. That means we refer them to medical or to mental health or to legal for additional assistance. But we are not supposed to step outside of our own personal limits. Persons who do this place both themselves and the facility at risk.
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