Full article by Heather McGaffin, an Article Out Loud from Domestic Preparedness, March 13, 2024.
In this featured article, the director of The Office of Unified Communications in Washington, DC, provides a glimpse inside emergency communications centers and the strategic planning needed to ensure that someone is always there to answer calls for help.
Listen to expert insights on 911 call centers and the people, training, and technology that make this lifesaving resource available 24-7.
Listen on
Heather McGaffin
Heather McGaffin is the director of The Office of Unified Communications in Washington, DC. At sixteen, she began her public safety career as a volunteer emergency medical technician (EMT) at her local fire department and rescue squad. McGaffin has nearly 25 years of public and private sector experience in public safety, including as a field responder, call taker, dispatcher, and public safety communications expert. In February 2023, Mayor Muriel Bowser appointed her to lead the Washington, DC, Office of Unified Communications. She is also on the board of directors for the Next Generation 911 Institute.
