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Mayor's Plan To Privatize 311 Call Center Raises Questions

CHICAGO (CBS) -- Mayor Rahm Emanuel's proposal to privatize the city's 311 city services call center was getting some close scrutiny as budget hearings continued at City Hall on Wednesday.

Some aldermen were surprised and expressed concerns when the mayor announced plans to outsource operations at the 311 call center, a move he said would save about $1 million a year.

Debra Powell, a 311 operator for 10 years, was concerned too; about the plan, and her job.

"We don't know if it's going to be outsourced, if it's just technology, or individuals; if they're bringing in a whole new group of people to take our place," she said.

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Louis Shuttlesworth, a 311 operator for eight years, and an AFSCME union representative, agreed upgrades are needed at the call center, but if the privatization means replacing existing employees, union members worry.

"It makes sense to those of us who has been here all this time. We should be able to do it. We're very well-versed in the city of Chicago," he said. "The number one worry for all of the operators is the fact that all of us know the city of Chicago. We've been living here all of our lives, and to bring someone that doesn't live here – doesn't know the city of Chicago – would have to be trained a good amount of time."

Powell took issue with those who call the 311 call center a non-emergency system.

"I took a call a couple of years ago for a well-being check, and we sent CHA out to investigate, and they were … a married couple that was there, and they were in deplorable conditions," she said.

Powell said experienced staffers know when to get help quickly, and save lives.

City officials said they plan to maintain current staffing levels through 2016.

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