Oak Lawn outsourcing of emergency dispatch – update

The Village of Oak Lawn recently outsourced its emergency dispatch operations, and the move has sparked controversy. A recent article from CBS Chicago highlights concerns raised by neighboring communities, particularly Evergreen Park, about the quality of service following the change. During a recent meeting of the Oak Lawn Village Board, Trustee Bob Streit brought up serious concerns regarding the new emergency call center. He referenced a letter from Evergreen Park officials expressing worries over "a series of incidents in the last several weeks" involving alleged poor performance. The dispatch center, which now serves multiple communities—including Evergreen Park—was privatized this year as part of a cost-cutting initiative. Many of the previous dispatchers lost their jobs as a result. In a letter dated February 24, Evergreen Park’s attorney, Michael Cainkar, criticized the dispatch center’s response to certain calls. One specific concern involved a case where a man with a gun was reported, but the dispatcher allegedly failed to relay critical details to responding officers. In his letter, Cainkar warned that the current performance poses a direct threat to both public and officer safety. Trustee Streit echoed these concerns, stating, “There’s more. This is the tip of the iceberg.” Streit also expressed frustration that board members were not informed about these complaints by Village Manager Larry Deetjen or Mayor Sandra Bury. “This board is supposed to set policy, but it’s impossible to do so when issues are hidden from us,” he said. “There is no excuse, especially when it comes to the safety of our residents.” Meanwhile, Evergreen Park Mayor Jim Sexton defended the new system, saying he’s confident any problems will be resolved. “It’s not a big deal at this point,” he remarked. Village Manager Deetjen, however, emphasized that the dispatch center, operated by contractor Norcomm, handles over 100,000 calls annually for multiple communities. “We do an outstanding job, but we’re not perfect,” he said. He noted that previous issues were handled internally under a labor contract and never made public. “Those are the facts because men and women are human. Have you ever listened to an emergency call? Often, words aren’t clear.” Mayor Bury added that there’s no evidence of a significant increase in errors since the switch. “To imply there were no mistakes with the former system… you’re seeing it made into something political, and that’s really a shame.” Despite the reassurances, the growing concerns from local officials and residents suggest that the transition to a privatized emergency dispatch system may have created more questions than answers.

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