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The Southtown Star recently published an article discussing the privatization of the 9-1-1 Center in Oak Lawn, which has sparked a heated debate among local officials and residents. The center, now operated by Norcomm, has become a point of contention following concerns about the quality of service provided to the community.
Oak Lawn trustees Bob Streit and Carol Quinlan have called for an independent review of the performance of emergency dispatchers since the center was privatized in January. However, Mayor Sandra Bury has refused to support this request. According to Streit and Quinlan, they’ve received numerous complaints from residents regarding the responsiveness and professionalism of the dispatchers.
The controversy escalated when Norcomm’s vice president, Michael Tillman, presented a certificate to the village at a recent meeting, praising Oak Lawn for its “continued commitment to achieve excellence in 911 emergency dispatch services.†He highlighted that over 100,000 calls had been successfully handled since the two-year contract began on January 22. But rather than addressing concerns, the mayor quickly dismissed questions from Streit, thanking Tillman and stating, “I’m sure he’s able to be called.â€
Streit was visibly upset, calling the situation “well-staged†and accusing the mayor of rushing the Norcomm representative out before any real discussion could take place. He emphasized that public safety is the top priority for the board and expressed frustration over the lack of transparency.
Quinlan echoed his concerns, noting that she had never received complaints about the previous 911 center during her seven years on the board. Now, she says, there are growing concerns about the quality of service. Her comments were met with applause from the audience.
Streit also shared specific examples of issues, including staff members failing to show up for work, one dispatcher working six consecutive 16-hour shifts, and then being denied time off. That employee eventually quit, which Streit found unacceptable.
Desmond, another member of the board, provided a list of past complaints obtained from village records, some dating back to before Norcomm took over. He described being shocked by several violations, including delayed ambulance responses, excessive sick days, inattention to duty, failure to dispatch police, unprofessional behavior toward callers, and even playing video games at work.
Mayor Bury defended the current system, stating that while there may be some concerns, the data doesn’t support the claims of poor performance. She pointed out that both former and current dispatchers are human and prone to mistakes.
Under the current contract, Norcomm is responsible for staffing the 911 center with 23 full-time dispatchers. The two-year agreement can be extended for three more years if both parties agree. In the first year, Oak Lawn pays $1.99 million, with the cost increasing annually to $2.3 million by the fifth year.
The 9-1-1 center also serves neighboring areas, including Burbank, Evergreen Park, Bridgeview, Bedford Park, and Central Stickney.
This ongoing debate highlights the tension between cost savings and the critical need for reliable emergency services. As the community continues to voice its concerns, the future of the 9-1-1 center remains uncertain.
Thanks, Dan.