Northwest Central Dispatchers Express "No Confidence" in Leadership

At a recent board meeting held in Arlington Heights, the union representing dispatchers for the Northwest Central Dispatch System cast a vote of "no confidence" in the agency's leadership. The decision came after weeks of frustration over a newly implemented computer-aided dispatch (CAD) system, which has reportedly caused delays and inefficiencies in emergency response.

The CAD system, introduced on April 24, is responsible for routing calls to local fire and police departments. However, it has faced numerous technical issues, leading to increased response times and operational challenges. In addition to the software problems, dispatchers have also raised concerns about outdated radio equipment and administrative policies that contribute to a high-pressure work environment.

Rick Tracy, an executive board member of the Metropolitan Alliance of Police — the union representing the dispatchers — highlighted that the dissatisfaction isn't just about the new system. He pointed out that policy changes dating back years have led to the formation of the union in 2009.

According to Tracy, roughly 85% of the 70 union members voted to express their lack of confidence in management. This vote was not taken lightly, as it reflects deep-seated frustrations that have been building up over time.

A recent incident involving a potential heart attack victim in Palatine revealed the severity of the system’s flaws. A 14-minute delay in responding to the call was attributed to software glitches. At the time, Cindy Barbera-Brelle, the Executive Director of Northwest Central Dispatch, stated this was the first such delay since the system went live. However, union leaders dispute this claim, saying the issues have been ongoing since day one.

"It's not just one incident," said Jennifer Delacerda, the union president. "There have been consistent problems with the system, and management hasn’t addressed them adequately." She added that several dispatchers are reaching their breaking point, even those who were once considered the most resilient.

Dawn Wolf, a dispatcher, expressed her fears: "When we make a mistake, it feels like our careers are on the line. Eventually, we’ll be blamed for everything." Meanwhile, Tim Stencel shared his own experience, where a radio system malfunction prevented communication between dispatchers and officers in Hoffman Estates and Streamwood.

In response to the growing concerns, the board and management issued an open letter to employees, stating that they are taking the issues seriously and working to resolve them as quickly as possible.

Delacerda emphasized that the union has endured under this management, even voting to strike at one point. Now, with the no-confidence vote, the pressure is mounting for change.

Northwest Central serves over 500,000 residents across multiple communities, including Arlington Heights, Palatine, Schaumburg, and others. Several neighboring towns, such as Des Plaines, Morton Grove, Niles, and Park Ridge, are considering joining the system. They’ve agreed to participate in a feasibility study, which will cost $15,000 per community.

The full article can be read here.

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