Ordinary People, Extraordinary Deeds

How did you spend Memorial Day this year? Or the last, for that matter?

If you are like many Americans, the recollection of 2011 may be nebulous at best. Perhaps you were able to catch up with family and friends while working the BBQ circuit on an otherwise ordinary day. This year, I managed to singe off some hair around my face in a grilling snafu, but took it all in stride.

Now if you are one of the many deployed to Joplin, Mo. last year, your answer may be markedly different. Just talk to Todd Klingaman and Todd Waers of CNA. In the wake of the deadly EF5 multi-vortex twister on May 22, 2011, both rushed to Joplin, where they would remain for two weeks, including Memorial Day, sleep-deprived, and emotionally and physically fatigued.

Did I also mention they stayed at a hotel with no running water at the time? Remarkably, they fared better than many adjusters working in the area, most definitely as the result of due diligence before the storm, as well as aligning themselves with the right vendors and strategies to ensure the operational viability of Freeman Health System, a three-hospital system that provides healthcare and behavioral health services to an area encompassing four states and 450,000 people.

During Freeman's greatest time of need, the duo known informally as “Todd squared,” not only helped ensure that dialysis patients continued to receive critical care but also shielded autistic patients from further trauma during a confusing time. In this case, meeting policyholder needs meant giving others a chance at life. It is clear that Freeman's $9 million loss could have been exponentially higher, and significantly more frustrating, were it not for the dedication of the claims and remediation experts working the case.

It seems to me that we talk too little about acts of valor in general. When we do, the stories usually pertain to war heroes. Rightly so, as surviving veterans and those who never returned are deserving of our reverence, support and gratitude.

Where would we be if ordinary people failed to act in extraordinary ways?

Sure, accounts of heroism can seem farfetched at times. Do you know anyone who has risked his or her own life to save someone else, even a total stranger?

For the vast majority of the everyday heroes in Joplin, there will be neither recognition nor shiny medals. Rather, their selfless acts of courage are destined to become local lore. On the one-year anniversary, several locals spoke of a doctor who watched his house get swept away, only to head moments later into the darkness to the emergency room, where he performed the first of several life-saving surgeries that evening. Another doctor, who will be featured in People magazine, rushed to the aid of a girl who was impaled by the metal rod supporting a stop sign. The child went on to make a full recovery.

One of the many stories that resonated with me was that of a Home Depot worker. Suffering from a broken leg, the man ran four blocks to try to get help for a dying child. The local Home Depot has since been rebuilt, but five people died that day.

I hope this Memorial Day you were able to reflect on the contributions and unfathomable sacrifices of our veterans of war and claims comrades. Moreover, I hope you were able to spend the day with those you hold dear and appreciate the special people who make this journey anything but ordinary.