Heather McGaffin to Lead Alexandria Emergency Communications

The city has appointed a new director to head the department managing 911 and 311 services starting January 4, 2027.

Updated on Oct. 23, 2026 in People

Isometric editorial illustration of a communications relay tower on a geometric hilltop, representing municipal emergency infrastructure. — The city of Alexandria has appointed Heather McGaffin to lead its Department of Emergency and Customer Communications, effective January 4, 2027. AI Illustration. Upload story photo >

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Alexandria will appoint Heather McGaffin as the new director of the Department of Emergency and Customer Communications on January 4, 2027. She will succeed Renee Gordon, who served in the leadership role for 11 years.

Why it matters

The appointment brings in a leader with extensive experience in public safety communications to oversee the critical infrastructure that manages city emergency and non-emergency responses.

The incoming director brings over 20 years of experience, including 3.5 years leading D.C.'s Office of Unified Communications and 9 years as a communications officer in Calvert County. Her background also includes 5 years as a consultant.

The players

Heather McGaffin

She is an experienced public safety communications official who chairs the National Capital Region 911 Directors Committee.

Renee Gordon

She served as the director of the Alexandria Department of Emergency and Customer Communications for 11 years.

The details

McGaffin chairs the National Capital Region 911 Directors Committee and holds a bachelor degree from Radford University. She steps into the role as the city continues to manage the communications center responsible for 911 and 311 services.

2023: The D.C. 911 system faced public scrutiny regarding response times.
2024: Heather McGaffin noted that her previous agency was working to resolve staffing shortages.
January 4, 2027: Heather McGaffin assumes the director position for Alexandria.

Market Landscape

This transition occurs amidst heightened regional focus on the effectiveness of emergency call centers, often compared to the D.C. Council's active legislative push to reform the Office of Unified Communications. It highlights a trend of hiring specialized veteran leadership to address systemic response concerns.

Residents may see changes in how emergency and non-emergency services are managed as the new leadership takes over department operations. The shift aims to ensure stability and efficiency in the city's critical communication infrastructure.

The takeaway

The appointment highlights the priority cities place on technical expertise when managing high-stakes public safety infrastructure. Effective management of emergency centers remains a top concern for municipal oversight in the region.