The Daily Herald recently reported that tensions have reached a boiling point within the Northwest Central Dispatch System. During a board of directors meeting held last Thursday in Arlington Heights, the union representing the dispatchers delivered a resounding vote of "no confidence" in their current management. This decision comes after weeks of growing dissatisfaction among members, largely fueled by frustrations surrounding a newly implemented computer-aided dispatch (CAD) system that went live on April 24.
This advanced technology, designed to streamline emergency call routing to fire and police departments, has unfortunately been fraught with technical issues, significantly impacting response times. Beyond the CAD system, union representatives have cited persistent challenges with radio equipment and administrative policies, creating an increasingly stressful work environment for the dispatchers. According to Rick Tracy, an executive board member of the Metropolitan Alliance of Police—the union representing these dispatchers—approximately 85 percent of the approximately 70 union members voted to express their lack of faith in the current management structure.
Tracy emphasized that this dissatisfaction extends beyond the recent CAD issues. He pointed out that years of policy changes have contributed to the rising tensions, prompting the unionization effort in February 2009. Recent incidents, such as a software glitch that delayed emergency response by 14 minutes in Palatine earlier this month, have only exacerbated these concerns. Union President Jennifer Delacerda insists that these problems are systemic and ongoing, with several dispatchers voicing fears of becoming scapegoats for any operational mishaps.
Dawn Wolf, a dispatcher, expressed her deep-seated anxiety, stating, "Every time we make a mistake, it feels like our careers are on the line. At some point, we'll be blamed for something that's not entirely our fault." Another dispatcher, Tim Stencel, recounted a specific instance where radio system malfunctions prevented communication between Hoffman Estates and Streamwood police officers, highlighting the critical nature of these failures.
In response, the board of directors and management released an open letter acknowledging the severity of the situation. They assured members that all software-related issues are being addressed with urgency and dedication. However, this assurance seems insufficient to the disgruntled workforce, who feel betrayed by years of unresolved management issues.
Currently, Northwest Central Dispatch serves around 500,000 residents across 11 communities, including Arlington Heights, Buffalo Grove, and Schaumburg. Additional towns like Des Plaines, Morton Grove, Niles, and Park Ridge are considering joining the system but are first exploring the viability of a merger through a feasibility study, which would cost each community $15,000.
The full story is available here for those seeking more details.
As the situation continues to unfold, it remains to be seen whether the management can effectively resolve these mounting issues and regain the trust of their employees.
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