The Southtown Star recently published an article discussing the recent privatization of the 9-1-1 Center in Oak Lawn, now operated by Norcomm. The piece highlights growing concerns among local officials and residents about the quality of service following the shift from public to private management.

Oak Lawn trustees Bob Streit and Carol Quinlan have called for an independent evaluation of the emergency dispatchers' performance since the center was privatized in January. However, Mayor Sandra Bury has dismissed their request. The two trustees have received multiple complaints from residents regarding the efficiency and professionalism of the dispatchers since Norcomm took over the 911 call center.

The debate intensified when Norcomm’s vice president, Michael Tillman, presented a certificate at a recent meeting, praising the village for its "continued commitment to excellence in 911 services." He noted that more than 100,000 calls had been successfully handled since the two-year contract began on January 22.

Streit attempted to question Tillman but was cut off by Mayor Bury, who thanked him and said, “I’m sure he’s able to be called.” This move frustrated Streit, who felt the presentation was staged and the representative rushed out before facing any real scrutiny.

“It was clearly rehearsed—presenting a plaque and then leaving before taking questions,” Streit said. “Public safety is our top priority. Since outsourcing the 911 center, there have been many concerns raised about the quality of service our residents are receiving.”

Quinlan echoed these concerns, stating that she had never heard complaints about the previous system during her seven years on the board. Now, she says, the situation has changed dramatically. Her remarks were met with applause from the audience.

Streit also pointed out troubling incidents, including staff members failing to show up for work and one dispatcher working six consecutive 16-hour shifts before being denied time off. That employee eventually quit, and Streit expressed his discomfort with how the board is handling such situations.

Desmond, another board member, shared a list of past complaints obtained from village records, some dating back to before Norcomm took over. “I was shocked by the severity of some of these issues,” he said, citing delays in ambulance responses, excessive sick days, inattention to duty, failure to dispatch police, unprofessional behavior toward callers, and even playing video games at work.

In response, Mayor Bury defended the current system, saying, “There’s someone stirring up the public, but the data doesn’t support those claims. Both the old and new dispatchers are human beings.”

Under the current two-year contract, Oak Lawn pays Norcomm $1.99 million in the first year, with annual increases reaching $2.3 million by the fifth year. The agreement includes 23 full-time dispatchers, and 20 existing staff had to reapply for their positions. The 911 center also serves several neighboring areas, including Burbank, Evergreen Park, Bridgeview, Bedford Park, and Central Stickney.

Thanks, Dan

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