It was the 1980s, and my business was going through growing pains. I was forever frustrated with employees who were often too lackadaisical – they just didn’t share my view of the importance of tasks and the need to get things done promptly. On one occasion when I was especially frustrated, I turned to a friend to vent. I chose this friend because she was of similar mind and temperament – someone who was very driven, efficient, and strove to get things done right and quickly. She could cut to the chase in any matter and was very intolerant of those who did not share her worldview. I was struggling for the right words when, understanding my sentiments, she interjected and articulated my feelings exactly, using the phrase that I had been searching for in vain. “They have no sense of urgency,” she said. Ahh, that was it. A phrase I would never forget and use often – no sense of urgency.

In the time of crisis, adrenaline flows and people rise to the occasion. Support is everywhere to be found as many of those unscathed empathize with the plight of victims. Unfortunately, crisis does not change people, and the sense of urgency, largely driven by extreme circumstances, soon fades as people lose steam over time. With those further removed, such as government agencies, concern seems to take the form of rhetoric, news bites, posturing, and paperwork, as evidenced by the anger of victims in any of these events at the slowness and ineffectiveness of government response. In the days and weeks immediately after Hurricane Sandy, I experienced a broad range of responses by neighbors, sanitation, fire and police departments, city agencies, insurance companies, adjusters, contractors, and volunteer groups.

The NYC Rapid Repairs program has been far from rapid. The group only visited my friend’s home in Staten Island one month after the hurricane. Paperwork was filed on site, and we were assured that work would be completed by “the holidays.” We only received a call letting us know that the crews would be in my friend’s neighborhood on January 13th to discuss the beginning of work. Needless to say, most Staten Island and Brooklyn residents have taken repairs into their own hands, rather than suffer the torture of delays and broken promises. This is why, ultimately, my friend whose house I have assisted in rebuilding has resorted to volunteer groups such as All Hands, who was the only group (other than private contractors) that responded in a timely manner and was willing to take on a large cleanup.

Yesterday, I drove through one of the worst hit areas on Staten Island, New Dorp Beach, which still looks and feels like a war zone. Police vehicles are everywhere, patrolling the neighborhood. Many homes remain unoccupied, with red, green, and yellow placards taped to their home by the Department of Buildings, identifying their occupancy status. Some homes appear to have been largely renovated while others still await repairs. And there are those which are beyond repair.

It has been over eight weeks since the hurricane, yet I saw people still shoveling debris. The work of rebuilding is far from over. There is however, a general malaise and despondency hanging in the air. Spirits have been beaten down. Volunteer groups and aid vehicles have largely left the area. Understandably, as time passes, the attention of outsiders is directed elsewhere as the entire disaster is largely seen as “over.” However, things are far from over, and rebuilding will go on for some time to come. The damage wrought by Hurricane Sandy is still at hand, along with the same need for verve and work. But sadly, there is No Sense of Urgency …

I grew up in New England, where self-reliance reigned supreme. In that environment, “neither a lender nor a borrower be” defined the attitude towards assistance. Help was a four-letter word and asking for help showed a weakness of character. Charity and philanthropy were at best necessary evils and a sense of entitlement was a despicable character trait. No one deserved anything, excepting perhaps the right to work. Do-it-yourself was not some trendy moniker, appropriated by Maker Magazine. DIY, was a necessary condition in a world driven by hard times, lean circumstances, and real need. In a harsh, rural, sparsely populated environment, embracing such an extreme view of self-reliance makes sense and is arguably necessary for survival.

Recently, however, I have learned a poignant lesson on the nature of HELP. Today marks one month since Hurricane Sandy ravaged New York City. For the last four weeks, I have helped a friend in Staten Island, one of the worst hit areas. The borough is literally a disaster that will take an untold time to restore. Many will be digging out and repairing for months or years to come – some will never see their homes in its former state. In the house I have worked in, nearly every task necessary on the road to recovery has required a team effort. In our case, clearing a basement with belongings drenched with seawater and sewage was a mammoth job, inconceivable for one or two people. We could find no one really willing and able to do the job, even as work for hire.

We were nearly at wit’s end until meeting Leticia Remauro at the volunteer table in Miller Field in Staten Island. Leticia, I was to learn later, is chair of Community Board 1 for that borough. When I told her of our cleaning dilemma, she wrote out her cell phone number as well as that of Jeremey Horan (a volunteer) on a card and handed it to me, telling me with the utmost confidence that Jeremy would handle any work that needed to be done. But Jeremey was associated with not just any volunteer group, of which there are numerous, typically loosely banded as a response to a crisis. No, the group who finally and thoroughly cleared the basement was All Hands Volunteers, a non-profit group doing work worldwide, and Jeremey was Director of Operation. There is too much good to be said about this group of men and women who are undaunted by any task, regardless of how unpleasant it may be, and, with energy that can only be described as indefatigable, apply themselves and carry through these thankless jobs to completion. Members come from all walks of life, most typically with day jobs, often driving in on weekends from out of state, just to help. I was privileged to meet Travis Gibson, US Field Operations, who personally came to inspect the project. Travis is one of a few full-time staff with the organization.

The response and value of government or insurance agencies has been anywhere from useless to disgraceful (apart from The Department of Sanitation, who has done a tremendous job), when viewed from the perspective of URGENT NEED at the time of crisis. With tens of thousands rendered homeless, bureaucratic process with forms and applications does virtually NOTHING to address many of the immediate needs of those hit by a monumental catastrophe. Many with enough cash pay out of pocket, hoping to be reimbursed by insurance. Everyone else must rely on wits, resourcefulness, and volunteers to see themselves through. It was only seeing the situation first hand that I quickly learned the value of Help. Volunteerism has been the saving grace in Staten Island after Hurricane Sandy.

In my case, All Hands Volunteers not only cleared any and all debris, but also volunteered to completely gut the interior of the home, a process that only takes one team about two days – ripping out carpeting, floors, and walls and removing appliances and furniture. It was astonishing to see them work. Without All Hands Volunteers, we truly would have been at a loss. The entire experience is harrowing owing to time pressure – every day that a home that has been flooded sits idle, mold continues to grow and makes the restoration process worse.

And so it was how Leticia Remauro and All Hands Volunteers taught me that HELP is not just a desperate plea while drowning nor a four-letter word, but, in time of catastrophic need, Help is The Road to Salvation 🙂