Oak Lawn outsourcing of emergency dispatch – update

The Village of Oak Lawn recently made a controversial decision by outsourcing its emergency dispatch center. CBS Chicago recently reported on growing concerns raised by local officials and neighboring communities, particularly Evergreen Park, about the quality of service following the privatization. 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’s attorney, Michael Cainkar, which highlighted a series of incidents over the past few weeks involving alleged poor performance. The letter specifically mentioned an incident where critical information—such as a man with a gun—was reportedly not properly communicated to responding police officers. The dispatch center, which serves multiple communities including Evergreen Park, was privatized this year as part of a cost-cutting initiative. Many longtime dispatchers lost their jobs in the process. In his letter, Cainkar warned that the recent performance "poses a direct threat to both public and officer safety." Streit echoed these concerns, stating, “There’s more. This is the tip of the iceberg.” Streit also criticized the village leadership for not informing the board about the complaints. He expressed frustration, saying, “This board is supposed to set policy, but it’s impossible to set policy when complaints and issues are hidden from the board. There is no excuse, especially when it comes to the safety of the public and our residents.” Meanwhile, Evergreen Park Mayor Jim Sexton defended the new system, stating that he was confident the problems would be resolved. “It’s not a big deal at this point,” he said. Oak Lawn’s Village Manager Larry Deetjen and Mayor Sandra Bury also addressed the issue during the meeting. Deetjen emphasized that the dispatch center, now operated by contractor Norcomm, handles over 100,000 calls annually and has always performed well, though not perfectly. He added that previous issues were handled internally under labor contracts and never made public. Bury downplayed the concerns, suggesting some criticisms were politically motivated. “To imply there were no mistakes with the former system… you’re seeing it made into something political and that’s really a shame,” she said. Deetjen also reminded the board that emergency calls can be chaotic, and miscommunication can occur. “Have you ever listened to an emergency call? Often, words aren’t clear,” he said. “Don’t let anyone up here scare or misinform you.” Despite these assurances, many residents and officials remain concerned about the impact of outsourcing on public safety. The situation highlights the ongoing debate over the balance between cost savings and service quality in essential public services. Thanks, Dan.

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