When survivors of disasters enter the multi-agency resource center you see the despair on their faces. Already stressed out of their minds, they enter the building wide-eyed, timid, confused. They are filled with desperate questions: what do I do now; how can I even begin to start over; will my life ever be “normal” again.

Then a personal ambassador puts a reassuring hand on their shoulder and says, “Follow me, I can help.” Despair melts away like snow on a sunny day when they realize someone cares enough to help them navigate the system.

Multi-agency resource centers (MARC) were pioneered by the American Red Cross to be a one-stop shop for those seeking disaster relief. Before that, clients had been forced to drive from office to office looking for assistance. Then it was decided to mobilize all sorts of agencies—Red Cross, Salvation Army, FEMA, Catholic Charities, etc.—in one facility on the same day and provide child care and maybe a hot meal, taking a little of the burden from those already overloaded.

One of the most important functions of the Red Cross during disaster relief operations is being a facilitator to bring as many partners to the operation as possible. Adventist Community Services (ACS)often partners with the Red Cross during MARCs in the role of ambassadors, being a friend to guide to those seeking assistance.

Nancy Tarasenko of St. Louis, MO, has volunteered with ACS since 1993, and started the ambassador program in 2015 after the flash floods in Festus, MO. When the Festus MARC opened after the flood, she thought the process could be made more efficient—and clients served more compassionately—with a more personal touch. She and others ACS volunteers showed up early at the MARC, clad in their distinctive yellow shirts, ready to meet the clients.

“We’re basically a greeter,” Nancy said, “we let them know what the procedure is. And then we guide them, step by step, through the process.”

“We just listen. If we notice that the crowd is too much for them emotionally, we take them to a quiet place so they can collect themselves and continue.”

“For example, one of our volunteers was serving as an ambassador for a woman who was distraught and just couldn’t get through the process. Having learned the woman was fond of dogs, the volunteer suggested taking a break with therapy dogs that were onsite. Soon the woman was able to continue and found help for her damaged home.”

“I just love being there to give them a little bit of hope in a tragic situation,” Nancy said, “to try to make them smile. Just the simple act of being a friend in a moment of stress, that means a lot.”