Oak Lawn outsourcing of emergency dispatch – update

The Village of Oak Lawn recently handed over its emergency dispatch operations to a private company, sparking concerns among residents and neighboring communities. A recent article from CBS Chicago highlighted complaints that have been raised with the Oak Lawn Village Board, raising questions about the quality of service following the outsourcing. During a recent meeting of the Oak Lawn Village Board, Trustee Bob Streit brought up serious concerns about the new emergency call center. He referenced a letter from Evergreen Park officials, who expressed worries over a series of incidents in the past few weeks involving alleged poor performance by the dispatchers. The center now serves multiple communities, including Evergreen Park, and was privatized this year as part of a cost-saving initiative. Many of the previous dispatchers lost their jobs in the process. In a February 24 letter, Evergreen Park attorney Michael Cainkar warned dispatch center director Kathy Hansen about the risks posed by the current system. He cited specific examples, including an incident where a man with a gun was reported, but critical details were allegedly missing when the dispatcher informed the police. "The recent performance poses a direct threat to both public and officer safety," the letter stated. Streit echoed these concerns, saying, "There’s more. This is the tip of the iceberg." Streit also criticized the village leadership for not informing the board about these issues. "This board is supposed to set policy, but it's impossible to do so when complaints are kept hidden," he said. He emphasized that public safety should never be compromised due to a lack of transparency. Evergreen Park Mayor Jim Sexton, however, remains optimistic. "It’s not a big deal at this point," he said, expressing confidence that any problems will be resolved. Meanwhile, Village Manager Larry Deetjen defended the new system, stating that the dispatch center and its contractor, Norcomm, are committed to community safety. "We handle over 100,000 calls a year for several communities, and we do an outstanding job, though we’re not perfect," he said. Deetjen added that previous issues were handled internally under labor contracts 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," he said. Mayor Sandra Bury also downplayed the concerns, saying, "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 conflicting perspectives, the situation has sparked a broader conversation about transparency, accountability, and the impact of outsourcing essential public services. As the community watches closely, the challenge remains: can a privatized emergency dispatch system deliver the same level of care and efficiency as before? Thanks, Dan.

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