Village of Oak Lawn considers outsourcing dispatching

At a special budget meeting on November 6, officials surprised attendees with a proposal to outsource 911 dispatch services. While the move would keep management positions in-house, it would mean that 20 civilian police jobs currently covered by a union contract would be handed over to a private contractor.

Kathy Hansen, the director of Oak Lawn's emergency communications department, explained that the department is facing financial strain due to declining revenue from state-regulated surcharges as more people switch to mobile phones. At the same time, operating costs continue to rise, making the situation unsustainable.

The emergency communications center not only serves Oak Lawn but also handles 911 calls for five local police departments and ten fire departments in the south suburbs. This wide reach makes the decision even more significant for the region.

The village has set its sights on Norcomm Public Safety Communications, a company based in Leyden Township. Established in 1994, Norcomm was Illinois’ first 911 call center, providing dispatch services for police, fire, and emergency medical teams across the state.

According to Hansen, outsourcing to Norcomm could save the village nearly $893,000 over the next two years. That money could then be redirected toward upgrading to next-generation technologies, such as the ability to receive emergency text messages. Additionally, the village would lease the state-of-the-art facility, generating extra revenue.

Village Manager Larry Deetjen noted that Norcomm offers competitive wages and benefits, along with better opportunities for career advancement. Current emergency dispatchers would have the first opportunity to apply for their existing roles, though they would no longer be part of the Metropolitan Alliance of Police’s union pension plan. Instead, they would join Norcomm’s corporate pension system.

“I think many of those 20 employees would want to stay, even if it’s under a different company,” Deetjen said. “They’ll still work at the same location, wear the same uniforms, and enjoy competitive benefits.”

Hansen also highlighted some cost concerns, including overtime pay. By August 2013, the department had already spent $124,855 on overtime, with $55,000 going to one individual. Without overtime, the highest-paid dispatchers earned around $69,000 annually, plus an additional 40% in benefits—roughly $28,000 per person.

She emphasized that the savings would come from more market-driven salary structures and better overall efficiency. “We’d have more dispatchers, and the compensation packages would be more in line with other centers in the area,” she said.

Deetjen added that currently, the village covers about 55% of the operational costs of the emergency center. Under the new arrangement, that share would drop to 45%, making the deal more financially balanced.

He also mentioned that the door remains open for union leaders to negotiate further, should they wish to find ways to reduce costs or adjust salaries to help retain jobs. “It’s a free market out there, and communities are talking to other potential providers—including competing centers and private vendors like Norcomm,” he said.

Thanks, Dan.

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