When the Worst Happens

"Failing to prepare is preparing to fail."

When you serve people who may need extra support, planning is essential. Most of the time, we think about support plans that help people live their best lives. But as an agency that serves thousands of people across the state, we also have to plan for worst-case situations. That can include system crashes, global pandemics, and natural disasters.

We are blessed to live in a state with tremendous natural beauty. But it also has severe weather, including tornadoes, ice storms, and flash flooding. It's not a matter of "if" severe weather will happen. It is a matter of "when." "When" arrived on September 27, 2024, for Northeast Tennessee. Hurricane Helene brought unthinkable flash flooding.

The story of the Department of Disability and Aging's response to Hurricane Helene doesn't start on that date. It began years before. DDA is both a direct service provider for state-operated homes that support medically complex adults as well as children supported by DCS. DDA also oversees community providers. Because of these duties, DDA staff spent years building relationships with local emergency response agencies. Staff took part in several TEMA-led tabletop exercises, which help agencies practice disaster response before a real emergency happens. Staff also created and trained on an emergency response plan. Knowing what to do and how to get help is essential. This is especially true when a natural disaster cuts off communication and limits resources like water, power, and gas.

In September 2024, disaster struck. East Tennessee DDA staff received a warning on September 25 from Greene County Emergency Management Agency. Heavy rain was forecast, and flooding was possible. DDA's homes, called the East Tennessee Homes and TN Strong Family Homes, are located near the Nolichucky River in rural Greene County. DDA activated its strike team, checked generators, suspended travel, and made sure communication devices were charged. By the evening of September 27, several homes were relying on generator power. The Erwin Highway bridge, which is the direct route to five homes, had collapsed. Other routes were flooded. Bridges across the river were closed. As the days went on, water to the homes was shut off. Staff worked tirelessly, even as some faced personal tragedies and losses in their own families and homes. DDA staff in Nashville and Knoxville loaded trucks with supplies. They gathered generators, propane, water, and oxygen to bring into Northeast Tennessee. These supplies helped support the homes and community providers.

In a time of crisis, the plans worked. The people we supported were kept safe and comfortable. Recovery takes time. A year and a half later, that work is still going on. Some key lessons stand out from how we responded to Hurricane Helene.

1. Preparedness Must Be Both Organizational and Personal

A strong emergency plan is essential for any program that supports people during a crisis. But this experience reinforced that personal preparedness matters just as much. Staff can respond more effectively when they are also safe, equipped, and ready.

2. Planning Tools Work — and Communication is Key

Our planning tools proved their value. Communication is one of the most important parts of any emergency response.

Every emergency is different. Communication challenges are different each time, too. Teams need to plan for system failures. They also need to talk ahead of time about backup ways to communicate if phones, internet, or other systems fail.

3. Training Makes a Difference, Especially for Trauma-Informed Response

Emergency and trauma-related training is often the last thing people want to prioritize, but when the moment comes, those who have been trained are noticeably more confident and better prepared.

Investing in training pays off when it matters most.

4. Support Systems Are Powerful — and People Show Up

One of the most meaningful lessons was recognizing the strength of our support network.

From local staff on the ground to colleagues across the state, people stepped up in amazing ways. Central Office staff, including HR and others, checked in and asked what help was needed.

In times of crisis, having people who show up makes an enormous difference.

"When I think about lessons learned from Hurricane Helene, the first three words that come to my mind are: team, planning, and flexibility," said Holly Bernard, who leads Operations for the East Tennessee Homes and Tennessee Strong Family Homes. "Many people ran to the emergency, not away from it. Not once during a crisis have I felt like we didn't have the resources available. It is an amazing feeling to know we have support."

This wasn't the first emergency DDA has had to respond to, and it won't be the last. We will continue to evaluate, plan, train, and educate to make sure we are ready to meet the next moment head-on.

The department would like to send a special acknowledgment to its East Tennessee direct support staff. In a time of confusion, tragedy, and loss, they put the people they support first. They are the true heroes of DDA's Hurricane Helene response.

Cara Kumari serves as Assistant Commissioner of Communications and External Affairs for the Department of Disability and Aging. She collaborated on this article with Rita Lee, East Tennessee Director of Compliance, and Holly Bernard, East Tennessee Homes and East Tennessee Strong Family Homes Operations Director.