Rebuilding Hope

Written by Andrew De La Rosa, Red Cross Volunteer

When devastating wildfires swept across Maui and the Island of Hawaii in early August, thousands were forced to flee their homes. In the wake of this heartbreaking disaster, American Red Cross volunteers and employees have worked tirelessly to deliver critical aid as residents cope with unthinkable losses and an uncertain future.

Kaytlin Crough felt compelled to deploy to assist the devastated communities. As a Senior Disaster Program Manager for the Central California Region, Kaytlin brought essential experience in emergency response and recovery efforts. Nevertheless, nothing could have fully prepared her for the vast scene that greeted her when she arrived at the shelter site.

“It was the most devastating wildfire in Hawaii’s history over the past 100 years,” Kaytlin explained. “When I walked into the hotel shelter, I was overlooking all the devastation – the same boats sitting in the water that haven’t moved, burnt homes and trees.”

Kaytlin was deployed as the site director for the largest population shelter initiated at the Hyatt Regency Maui resort. In this role, she oversaw operations and services for more than 1,400 displaced residents and coordinated over 650 hotel rooms. Providing food, water, supplies, and resources was just the first step.

Beyond addressing basic needs, Kaytlin found purpose in bringing some comfort and hope to community members who had lost everything – their homes, family members, their sense of normalcy. She fondly recalls helping one distraught resident named Erin who had been bouncing between temporary shelters and couches after sending his family to California for safety.

Erin Thomas came to an American Red Cross shelter tired and haggard. “By the time I finished checking him in, I realized this man needs rest, this man needs a room, this man needs to talk to mental health, this man needs everything we have here.”  But Erin became disheartened by the mention of a short waiting period and grew frustrated. “Then I left, started walking towards my car, and I started crying,“ he explained.

Kaytlin saw Erin leaving, tears streaming down his face and she made an executive decision. “Suddenly I heard ‘Erin, Erin!’, and it’s Kaytlin. She’s running after me. I thought maybe I left my ID, but she says, ‘I got you a room.’ I just—I gave her the biggest hug I’ve given anyone in a long time because… it was a moment when I felt like I was going to snap and… someone reached out to me.” 

After securing him a hotel room, she witnessed an emotional shift in his demeanor. The food, shelter, and mental health services seemed to lift a weight off his shoulders.

“He just started breaking down crying in my arms saying, ‘thank you so much.’ I saw him get better and better from that point with all the resources right there,” Kaytlin recalled.

“This is my first time ever asking for help in my life. And someone from Red Cross chased me down in a parking lot and helped me, and I’m never going to forget that as long as I live.”  

Erin Thomas

Over that three-week period, Kaytlin’s responsibilities extended far beyond addressing simple needs. One of her priorities was building relationships with local staff members, like Trixie, who were also impacted by the disaster.

In the immediate aftermath of the fires, it was abundantly clear that the community in Lahaina was incredibly tight knit and wanted to support one another through this tragedy. One of the ways the Red Cross has been able to aid in this endeavor is by hiring locals and community members that were impacted by the fires to support ongoing disaster relief and recovery on Maui.

As a security lead, Trixie had lost her home, family members and entire community in the fire. Yet she continued working diligently to help shelter residents, many of whom she personally knew before the tragedy. Kaytlin quickly recognized Trixie’s commitment and local knowledge.

“Trixie lost so much but knew every single person in that shelter. She gave grace when she shouldn’t have because it was her community,” Kaytlin explained.

Together, they worked to provide shelter, resources and hope to community members at their lowest point. Kaytlin also leaned on Trixie to help manage the rampant spread of misinformation among residents. And during times of disaster, emotions run high and misinformation is quick to spread. They diligently worked to streamline communications and standardize procedures between the various Red Cross teams on site to improve delivery of assistance.

“There was a lot of misinformation spreading fast through ‘coconut wireless.’” Coconut Wireless is islanders talking to other islanders because families are so big and intertwined there. It’s like a rapid game of telephone, where Kaytlin was constantly trying to track down and correct misinformation as it spread. She noted, “I relied on Trixie to share accurate updates to counter the rumors.”

Over time, Trixie gifted Kaytlin handmade Hawaiian tea leaf leis, which represented their unbreakable bond. She taught Kaytlin that once the tea leaves are woven and frozen, the leis become impossible to tear apart—just like their firm connection formed in the face of adversity.

When Trixie first presented her with the delicate handmade lei, Kaytlin was brought to tears by this heartfelt gesture. The gift symbolized hope and resilience amidst so much devastation and loss around them. Knowing Trixie had lost almost everything yet still wanted to show her appreciation in this meaningful way deeply touched Kaytlin.

The handmade leis from Trixie will forever remind Kaytlin of the unbreakable bonds that can form while serving communities during times of crisis. The experience left a profound impact on her, reaffirming her commitment to serve communities afflicted by disasters. Trixie, in her own words, referred to Kaytlin as the “hammah,” a term reserved for those who get things done.

Reflecting on her deployment, Kaytlin said, “It was an honor to serve that community during one of their times of greatest need. I hope they are able to rebuild and recover. I look forward to returning when the community is restored.”

Powered by the compassionate commitment of generous donors, the Red Cross will remain by the sides of the most severely affected individuals and families to understand and help meet their ongoing needs.

The Red Cross must be ready for every disaster, big or small, and we respond to an average of more than 65,000 disasters each year—including home fires, severe weather, floods and wildfires. Those in need turn to the Red Cross in their darkest hours because they know they can depend on us right after the disaster and throughout their recovery.

 Those who donate at redcross.org/givingday on March 27 will be part of the 10th annual Red Cross Giving Day, which aims to rally 30,000 supporters nationwide to help provide shelter, food, relief items, emotional support and other assistance for people affected by disasters big and small.