Oak Lawn outsourcing of emergency dispatch – update

The Village of Oak Lawn recently decided to outsource its emergency dispatch center as part of a cost-saving initiative. According to CBS Chicago, this move has sparked some complaints that have reached the village board. During this week's Oak Lawn Village Board meeting, Trustee Bob Streit (3rd District) raised concerns about the emergency call center, referencing a letter from Evergreen Park expressing worries about "a series of incidents in recent weeks" linked to allegedly subpar service. Oak Lawn's emergency dispatchers handle calls for multiple communities, including Evergreen Park. When the center transitioned to private management earlier this year, many of the dispatchers lost their jobs. In a letter dated February 24, Evergreen Park's attorney, Michael Cainkar, addressed dispatch center director Kathy Hansen, pointing out issues such as a failure to relay critical information—like details about a man with a gun—to responding police officers. Cainkar emphasized in his letter that "the recent performance poses a direct threat to both public and officer safety." Streit echoed these sentiments, stating, "This is just the beginning." During the board meeting, Streit mentioned that neither he nor other board members were informed about these complaints by Village Manager Larry Deetjen or Mayor Sandra Bury. He expressed frustration, saying, "This board is meant to establish policies, but it’s nearly impossible to do so when concerns and issues are kept hidden. There’s no excuse, especially when public safety is involved." On the other hand, Evergreen Park Mayor Jim Sexton stated on Thursday that he's satisfied with the new system and believes any problems will be resolved. "At this point, it's not a major issue," Sexton remarked. Deetjen, during the board meeting, defended the new setup, saying, "The staff at our emergency dispatch center and our contractor, Norcomm, prioritize the safety of this community above all else. We manage over 100,000 calls annually for several communities, including Oak Lawn and Evergreen Park. While we strive for excellence, perfection isn't guaranteed. Even before the change, there were occasional errors." He added, "Mistakes happen; people are human. If there were noticeable increases in incidents or changes in trends, we wouldn't overlook them." Mayor Bury chimed in, "Don't let anyone exaggerate or politicize this situation. To suggest that the previous system had no flaws would be misleading." She went on to say, "If there are indeed more errors now, we haven't seen evidence of that pattern. Unfortunately, this has become somewhat of a political issue, which is unfortunate." As I write this, I’m reflecting on how these changes impact trust in local government and emergency services. It seems like transparency should always be a priority, regardless of the circumstances. I hope both sides can come together to address these concerns constructively. Thanks, Dan.

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