By Susan Gallagher, American Red Cross

She can open shelters, line up food for hundreds, and lead teams in the worst conditions–always understanding what is essential, providing comfort and hope to those affected by disaster. It’s the compassion Gwenda Fleming has brought to each and every Red Cross role that has made a difference.

The 2024 Volunteer of the Year for the American Red Cross of Missouri and Arkansas spent her youth living in multiple states and overseas. She is the daughter of a dentist, who served as a commissioned Army officer. When her parents retired, they settled in Kansas City. Gwenda followed them there in her early twenties, looking for a fresh start.

She earned a bachelor’s degree in computer information systems and a master’s in business administration and spent more than 30 years at United Parcel Service, Inc. (UPS). She led a team that provided a range of tech support to operators. Despite a demanding career and being a single mom who lost her husband to an early death, Gwenda began volunteering at the American Red Cross. That was 20 years ago. “I knew the Red Cross helped military families in emergencies and provided financial aid to get soldiers home, but when I called the chapter, the Red Cross volunteer administrator suggested I consider joining the Disaster Action Team,” Gwenda recalled. “She suggested that I go out on a call with them to see what they did. I went out with a great team and watched them help this gentleman who had lost everything in a fire. They provided emotional support, financial aid and information on resources that could help him. I was hooked.”

Since that night, Gwenda has gone on hundreds of calls, spending her weekends and nights as a DAT responder.  She also serves as a duty officer calling out response teams. In 2024 alone, she volunteered for over 1,500 hours.

“When I retired from UPS in 2019, I was finally able to deploy to help people in other areas,” she said. She has been the lead in setting up shelters, lining up food vendors and generally handling the logistics required to shelter and feed hundreds in the aftermath of a disaster. She led teams during floods that hit Missouri and Kansas. She has gone to California to help survivors after the devastating fires there and to Kentucky multiple times after major floods caused massive damage, displaced hundreds and resulted in many fatalities. She also joined teams to help survivors in New Mexico and Arkansas after major tornados in those states.

One of her most memorable deployments was to Hawaii, where in 2023 she led a team that managed a non-congregate shelter. In August of that year, a series of wind-driven wildfires, primarily on the island of Maui, caused widespread damage, killing at least 102 people and leaving others missing in the town of Lahaina.

“Survivors in Maui experienced a wide range of trauma from the loss of loved ones, homes, and a sense of safety,” Gwenda recalled. “The team I led did all we could to make their stay comfortable, connecting those that needed help with Red Cross caseworkers and with health care services. We also helped them connect with Federal Emergency Management agents and other community resources.” In Hawaii, she heard some terrifying stories of survivors’ narrow escapes from the fire.  “We shed tears over their losses.  We also got many hugs and thanks from the survivors.”

Why does she go to devasted areas and more frequently when she is at home, out at night to respond to disasters? “I know that the Red Cross really helps people and being able to offer solace and to let people know they are not alone when their homes are in ashes, and they have lost everything is something that drives me to go out on a cold winter night to help. When I get a call at 2 a.m. and want to stay home, I remember I have a warm bed and a place to stay in freezing weather and the people who just lost everything do not. The Red Cross is there for them, and I want to be part of that.”