Devastation lingers as TSA rallies around Hurricane Helene victims

Friday, November 15, 2024

It's been nearly two months since the deadliest hurricane to hit the U.S. mainland in the last 19 years caused widespread devastation, and many people along the East Coast are still feeling the huge sting, including many TSA families.

In one of Hurricane Helene's hardest hit areas, TSA and local agencies worked tirelessly to provide relief and support to affected TSA personnel at North Carolina's Asheville Regional Airport (AVL).

AVL TSA Officer Lauren Palacios, Washington Deputy Federal Security Director Bob Brady, Raleigh-Durham Federal Security Director Jennifer Gordon, Nashville Deputy Assistant Federal Security Director Todd Lowrance. (Palacios family provided)

"A key aspect of the recovery process involves ensuring the well-being of employees impacted by the storm," said Bob Brady, TSA deputy federal security director for the state of Washington, who volunteered to serve on the agency's Transportation Security Forward Team to help Asheville employees.

To effectively respond to employees' various needs, Brady said the team led by Jennifer Gordon, federal security director (FSD) at Raleigh-Durham International Airport, conducted thorough assessments to understand each person's circumstances.

"This included one-on-one meetings, open communication and a focus on immediate necessities such as shelter, food, water and heat," described Brady. "By providing employees with information about available resources within the airport community and through external agencies, like the Federal Emergency Management Agency (FEMA), TSA employees are empowered to take control of their recovery efforts."

TSA implemented a cash advance program, providing interest-free loans to help employees cope with immediate financial challenges due to Helene's destruction.

"This helped reduce stress and ensure employees had the means to cover essential expenses," Brady added.

AVL TSA officers, national deployment officers and Transportation Security Forward Team leaders. (TSA photo)

Gordon said one of the critical challenges in the various disaster zones was the lack of reliable communication.

"To address this issue, team members Todd Lowrance, TSA deputy assistant federal security director at Nashville, Tennessee, and Program Analyst Franklin Richardson assisted TSA's Information Technology (IT) to successfully deploy a Starlink satellite system, providing high-speed Wi-Fi connectivity to affected areas," said Gordon. "This future technology could prove invaluable for coordinating relief efforts, accessing vital information and maintaining communication with employees."

This was TSA's first deployment of the portable system, which IT said can be set up in 30 minutes or less and moved from location to location while providing connectivity on the move.

"I was able to prove the system reliable and able to easily set it up myself in 20 minutes," Gordon noted.

Support in, from South Carolina

South Carolina FSD David McMahon said TSA teams in the Palmetto state were also seriously impacted by Helene.

TSA team assists employees with water delivery. (Travis Frizsell)

"Greenville-Spartanburg International Airport (GSP) found itself in the direct path of the storm," said McMahon. "In South Carolina, we had 98% of our workforce without power for several days."

Soon after Helene hit, McMahon traveled to GSP to check on the TSA team there and delivered ice to an employee who needed to keep his medication cold.

"The area looked like a combat zone from my early days of the military," McMahon emphasized. "About 10 days into the aftermath, all but one of our employees had power restored, and we provided the one employee with our solar generator until access and power was restored to her home."

After TSA South Carolina restored operations in the GSP area, McMahon said they immediately directed their attention to the TSA family at AVL.
"We brought water, MREs (meals ready to eat), donated food and supplies as well as blankets to the AVL team. We were able to secure a trailer to store supplies on-site at AVL from RPM Transportation, who continues supporting the relief efforts for our AVL team."

McMahon credits Domestic Aviation Operations Medium Hub Executive Director Julian Williams for his work on the ground in the Carolinas.

"Executive Director Williams being on the ground evaluating the disaster and visiting with the workforce is something I have not witnessed in my 22 years with TSA and speaks volumes to his leadership," said McMahon. "I saw the dedication and resilience of our employees, which gave me the energy to push to keep getting what was needed for our TSA family. The stories shared by our Officers was incredible and a good reminder that having a TSA family is critical to our success."

National Deployment Force in full action

Few people expected Hurricane Helene's wrath to be so far-reaching and so many lives forever changed due to the storm's enormous devastation. However, TSA's National Deployment Force (NDF) was at the ready.

NDF Area Coordinator George Dechon said TSA deployed 20 screening officers from across the country and one area coordinator to AVL on very short notice. The goal was to relieve impacted TSA personnel and ensure airport security screening operations continued to flow smoothly.
Dechon said the special crisis deployment presented some unique logistical challenges, including the widespread lack of power, water, food, fuel, communications and accessibility.

Starlink communications test. (Bob Brady)

"One important consideration was the need to be sensitive to the idea that lodging in and near Asheville was in short supply, and priority needed to be given to displaced local residents," he explained. "Respectful of this, the NDF team quartered an hour's drive from AVL in Greenville, South Carolina. Another factor the team prepared for was the very real, and at times, raw emotion of residents, including TSA officers, stakeholders and travelers at AVL."

Quickly complicating matters, Hurricane Milton struck the Southeast soon after Helene.

"Six of the 20 deployed NDF team members with Florida homes in or near the Milton forecast zone were now committed to watching the weather intently and weighing their own personal and family risk," said Dechon. "Ultimately, one of the originally deployed team members had to leave AVL and prepare their home and family for Milton. For all the NDF team members lending support at AVL, this deployment will forever be special and memorable."

In mid-October, a smaller team of 10 officers replaced the original NDF team in Asheville to continue support at AVL. So, in all, 31 TSA Officers voluntarily deployed to support security operations there.

"This was one of the best teams I have ever been deployed with," said National Deployment Officer Brian Bender, a lead TSA officer from Northwest Florida Beaches International Airport in Panama City. "The way this team came together and the way they supported each other was just fantastic!"
It was also a life-changing experience for Supervisory TSA Officer Adam Lo, one of the NDF supervisors deployed to Asheville from Oklahoma's Tulsa International Airport.

"I found it moving, memorable and rewarding to be in a position to support such a wonderful local team of officers at AVL, who still managed to smile, laugh and focus on their important work despite all that happened in their community," Lo said.

Adopt-a-Family

Brady describes the outpouring of support from the TSA community as "tremendous."

Gordon added, "FSD McMahon demonstrated amazing goodwill by coordinating donations from across TSA. In addition, kind-hearted Charlotte Douglas International Airport employees donated to impacted AVL employees. Flexible work arrangements were implemented, such as weather and safety leave, and TSA initiatives, like the Adopt-a-Family program, fostered a sense of solidarity and could provide much-needed assistance."

Like Brady and Gordon, Oregon FSD Kathleen McDonald served on the Transportation Security Forward Team and traveled to Asheville to support impacted TSA family members, many of whom are still struggling to get the essentials we take for granted every day.

TSA staffs a fuel tanker station at AVL. (TSA photo)

"Many employees are still without potable water, which is expected to last for months, and have faced severe damage to their homes and vehicles," said McDonald. "Employees who are struggling have been encouraged to participate in TSA's Adopt-A-Family program (which allows employees to sponsor a family and help provide relief to affected coworkers). Sadly, many impacted employees have reported joining the program and either have not been adopted or not received the critical supplies they need."

Meals, community support lift spirits

Gordon called AVL's TSA employees the true heroes.

"Despite devastating loss, officers continued to show up every day to honor their commitment to keeping the traveling public safe," Gordon proclaimed. "I was truly humbled and honored to be able to care for our workforce during this time of great need."

Gordon helped spearhead an effort to provide meals to TSA Asheville during work shifts. Managers frequently delivered food to employee break rooms.

"Although a small gesture, in some ways, hot meals brought comfort and big smiles to our employees," she said.

Gordon also said TSA teamed with FEMA to provide services and consultation for TSA and airport employees. TSA hosted an event that allowed employees to register for FEMA services, check the status of claims and ask questions on key issues.

"FEMA representatives took care of and showed empathy for the Asheville community by encouraging folks to talk to representatives or sign up online and let FEMA determine eligibility," said Gordon, who estimated FEMA deployed 1,500 staff members to the Asheville area to offer support.

Brady described the recovery efforts and the tremendous teamwork as "a testament to the resilience and compassion of the community." He said the community support was impressive.

"By prioritizing the well-being of employees and implementing innovative solutions, TSA played a vital role in helping individuals and families rebuild their lives," said Brady. "As the recovery process continues, it is essential to maintain a focus on employee support and ensure that all affected individuals receive the assistance they need."

All the support will have a long-lasting effect on TSA team members impacted by Helene.

"In my 18 years of service with TSA, I have not seen the generosity that was shown to us here at AVL," said TSA Officer Lenore Milyanovich. "This kindness act was nothing but outrageous. It made me feel so wonderful to see all of you come here and make sure we were OK."

By Don Wagner, TSA Strategic Communications & Public Affairs