Alexandria to Appoint New Emergency Communications Director

The city’s appointment of a public safety veteran signals potential shifts in how emergency dispatch and 311 services are managed.

Updated on Oct. 23, 2026 in People

Isometric editorial illustration of a modern, empty emergency communications center with modular workstations, representing city infrastructure and public safety management. — Alexandria has appointed veteran public safety official Heather McGaffin as the new director of the city's Department of Emergency and Customer Communications. AI Illustration. Upload story photo >

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Alexandria will appoint Heather McGaffin as director of the Department of Emergency and Customer Communications, effective Jan. 4, 2027. She will succeed Renee Gordon, who served in the role for 11 years, to oversee the city center responsible for 911 and 311 operations.

Why it matters

The change in leadership follows a tenure of over a decade and comes as public safety communications agencies face heightened scrutiny regarding emergency response times and staffing. McGaffin arrives with over two decades of industry experience, including previous leadership roles in the Washington region.

The new director brings two decades of public safety experience to an 11-year departmental leadership role. Alexandria’s communications center currently manages both 911 and 311 service channels.

The players

Heather McGaffin

An experienced public safety communications executive who has served as director of D.C.'s Office of Unified Communications and now chairs the National Capital Region 911 Directors Committee.

Renee Gordon

The outgoing director of Alexandria's Department of Emergency and Customer Communications who held the post for 11 years.

Mission Critical Partners

A private consulting firm specializing in the project management and operational strategy of public safety communications systems.

The details

McGaffin will lead the municipal department responsible for the city center that handles emergency and customer communications. Her background includes a three-and-a-half-year stint as director of D.C.'s Office of Unified Communications and nine years as a communications officer with Calvert County. She also spent five years as a project manager and consultant with Mission Critical Partners, which provides advisory services for emergency communications infrastructure.

January 4, 2027: Heather McGaffin assumes the director position.
2024: McGaffin noted efforts to address agency staffing shortages.
2023: D.C. emergency response protocols faced public scrutiny.

Market Landscape

The appointment places a leader from the National Capital Region 911 Directors Committee directly into city management. This move aligns with regional trends toward standardizing public safety response protocols across jurisdictions.

Operators in Alexandria should monitor the department's public-facing response policies and potential shifts in inter-agency service protocols. New leadership often brings updated procurement priorities for communications technology and revised staffing procedures for critical dispatch functions.

The takeaway

The transition marks a shift toward seasoned oversight as regional emergency centers adapt to intense public demand for improved response times. Business operators should monitor upcoming department public meetings for shifts in how emergency services integrate with 311 non-emergency dispatch.