Once Sheila Marks's clients walk out the door, she never wants to see them again.

Marks '72 is a case manager at the Hampshire House of Corrections, a state prison for men in Northhampton, Mass. A former social worker and probation officer, she is one of three managers for a unit housing about 80 inmates. Marks does initial risk assessments, release plans and everything in between. "I tell people I feel like I'm alternately patting guys on the back and kicking them in the butt," she said.

Her job has hardened her to the fact that for some people, it's too late to change. But the success stories keep her hope kindled.

"I feel I contribute in two ways," Marks said. "One is I feel my contribution makes this place a little more sane and humane and civilized, even in the jail. . . . And then I feel like I'm making some contribution to what happens to guys when they get out of here. I get letters and phone calls from people periodically saying, 'Thank you. You made a difference.' Not as many as I'd like, but that keeps me going."