City of Alexandria Names Heather McGaffin to Director of the Department of Emergency and Customer Communications Role Following a national search, City Manager James F. Parajon has appointed Heather McGaffin to the role of Director of the Department of Emergency and Customer Communications. She will start with the City on January 4, 2027. McGaffin most recently served as Director of the District of Columbia’s Office of Unified Communications (OUC), where she led the District’s 911 and 311 operations. A public safety executive with more than two decades of experience, she began her career as a first responder and emergency dispatcher. She then advanced through supervisory, operational and executive leadership roles, building a deep understanding of both frontline realities and the strategic challenges facing emergency communications centers. “Heather’s extensive experience across every level of public safety communications, from the dispatch console to the director’s office, makes her an outstanding choice to lead Alexandria’s emergency and customer communications,” said Parajon. “I look forward to working with her to strengthen our 911 and 311 services and support the professionals who answer the call for our community.” McGaffin is a nationally and internationally recognized voice in public safety communications. She has spoken on leadership, emerging technologies, Next Generation 911 and the evolving role of emergency communications centers, including as a keynote speaker at the British APCO conference in the United Kingdom. McGaffin’s approach to leadership is people-first and grounded in operational excellence, workforce development, innovation and accountability, with a focus on making sure emergency communications professionals have the resources, training and support they need to serve their communities. She holds the Certified Public-Safety Executive (CPE) and Emergency Number Professional (ENP) certifications. She currently chairs the National Capital Region 911 Directors Committee and serves as Co-Chair of the Next Generation 911 Institute. If you prefer communication in another language, free interpretation and translation services are available to you. Please email LanguageAccess@alexandriava.gov or call 703.746.3960.