'Tremendous humanity' in the face of horror: Red Cross volunteer recounts the hours following the September 11 attacks

Peggy McGee-Smith’s smiling face is staring back at me via my monitor as I fumble through the Microsoft Teams settings to find a way to record what I know will be one of those once-in-a-lifetime discussions…the chance to talk with someone who was on the ground in response to one of the most heartbreaking disasters in U.S. history – the 9-11 attacks.

A Red Cross volunteer for approximately 25 years and counting, Peggy specializes in providing mental health support for those affected by disaster and loss, a talent well-honed by her 32-year career as a psychiatric/community health nurse at the Buffalo Psychiatric Center.

Her warm, affable personality suddenly turns serious as she traces her experience with the 9-11 response. She recalls catching the first news of a plane hitting one of the towers and having no comprehension that it could be a terrorist attack.

“I actually went to the chapter office (in Buffalo) after the first plane hit because I was wondering if there was going to be a Red Cross response,” she recalls.  “By the time I got there, things had changed (with the second plane hitting the other tower) and we all realized this was something more serious.”

I watch and listen intently.  As someone who has spent nearly my entire public relations career in not-for-profit organizations, I am used to the mantra related to the importance of volunteers put forth by many organizations and, candidly, actions don’t always match words. I am finding out quickly that the Red Cross is much different and am a bit astounded as I listen to Peggy’s story and see vivid proof of the leadership roles that volunteers play in our response.

“Ken Turner (the Western NY Regional Disaster Officer) asked me to rent a car and drive to the area to meet other volunteers.  I think I got the very last car at the rental agency because I heard the rep tell the person after me that he was out of cars.”

Her face suddenly turns more serious, almost somber, as she recalls her drive to New York City.  “I remember that on the way down it seemed like there were no other vehicles on the road…just mine and ambulances.”

Her somber tone intensifies as she recounts the initial moments the next morning when she entered the city.

“I went to the Red Cross headquarters in Manhattan and there were hundreds of people there wanting to volunteer.  It was people everywhere!”

Peggy pauses to collect herself for a moment as another memory surfaces.  She shares that she was appointed to serve as a shelter supervisor and riding in a van when, on the way to their destination, they were flagged down by a desperate woman, walking along the road with her elderly mother and seeking help.  It’s just one of many anecdotes that she shares that bring her emotion to the surface.

“There was a lot of confusion and tremendous need,” she recalls.  “I don’t have flashbacks, but have very clear recollections. There was tremendous humanity despite the horror.”

Among those recollections is the story of a father who had a son working in one of the towers for Cantor-Fitzgerald.  He shared with Peggy that his son had been somewhat of a challenge as a youth but had turned things around and was successful in life.  The father was distraught because he had lost every bit of paper for his son, papers given by various agencies involved in the rescue and recovery operation. Peggy helped him find the papers.

Another story was that of a young girl, frantically looking for a spot on the wall to place a picture of her brother, one of the thousands missing after the collapse of the towers.  Peggy helped her find an available space near the stairs.

“Everything there was so powerful,” Peggy shares as she once again pauses to collect herself.

And while the memories continue to bring forward raw emotion, calm returns to her face as she states, “I’m grateful that I was part of the Red Cross and that I could be of service.  It was powerful for all of us,” she says, referring to her brother and nearly a dozen others from the Buffalo area who served in New York City.  Her initial stay lasted just over two weeks and, after a brief respite back home, she went back down for another three weeks near the end of October.

As we near the end of our conversation, she shares one more tidbit about the level of engagement and empowerment of Red Cross volunteers that strikes me, as well as those who they assist, as extraordinary. It comes from yet another of the 80-90 disaster relief responses she estimates to have been a part, including some in Guam, Saipan, Puerto Rico and many U.S. states. This one from her experience providing assistance after an ice storm in Arkansas.

“There was a couple we were assisting, and the woman asked where we were from.  When I told her, she said something to the effect of ‘you came all the way from Buffalo, New York to help us’? That’s very powerful.” 

Powerful indeed.  But then again, we’re talking about Red Cross volunteers. Our volunteers have had a busy summer, responding to western wildfires, the building collapse in Surfside, Florida, the tragic flooding in Tennessee, and Hurricane Ida and its impact in the Gulf and East Coast regions…and those are just the national disasters to which Red Cross volunteers have responded.  Closer to home they have been essential in providing aid to more than 1,100 individuals impacted by home fires and flooding in areas like Lockport and Broome and Steuben counties.  We are actively recruiting volunteers and need more people like Peggy who are interested in lending a helping hand in times of greatest need.  Please visit redcross.org, call 1-800-Red-Cross or email RecruitWNY@redcross.org to find out how you can join our team of heroes. 

Story by: Michael Tedesco, Director of Communications, American Red Cross of Western New York