Turning 9/11 History into Shared, Remembered Humanity

Meet Daily Point of Light Award honoree Maria Jaffe. Read her story, and nominate an outstanding volunteer or family as a Daily Point of Light.

At the 9/11 Memorial & Museum in New York City, Maria Jaffe connects a historic tragedy with the millions who come to understand it. Her journey of service began in the exhausting days immediately following September 11, 2001, when she volunteered with the Red Cross during the intense Rescue and Recovery effort. Deeply inspired by her own experiences on the ground and the lifelong dedication of her father, a retired FDNY firefighter, Maria found her calling, and in 2014, she transitioned into a permanent role, joining the museum as a dedicated Volunteer Docent.

For over a decade, Maria has infused the museum’s solemn galleries with a warm, welcoming presence that instinctively draws visitors in. She has intimate knowledge of the artifacts and the complexity of that fateful day and, through thoughtful, evocative storytelling, helps bring history alive. Maria teaches lessons on human resilience, compassion and the enduring strength of the human spirit. Throughout her remarkable tenure, she has contributed over 1,715 hours of service, welcoming and educating a global community that includes over 96 million Memorial visitors and more than 27 million Museum visitors. Within the tight-knit volunteer cohort and the broader 9/11 community, Maria has also built lifelong bonds.

Maria played a hands-on role in organizing the donation of a piece of World Trade Center steel to Gander, Newfoundland. This symbolic gesture honored the small Canadian town that famously opened its hearts and homes to thousands of stranded airline travelers on 9/11. Maria continues to demonstrate that the ultimate legacy of remembrance is not just looking back at the past, but actively moving forward with kindness, connection and hope. Read on to hear more of why she does what she does.

Tell us about your volunteer role and organization.

As a volunteer docent at the 9/11 National Memorial and Museum, I have the opportunity to speak with visitors from across America and all over the world. I help them to better understand the significance behind the many artifacts and exhibits throughout the museum by sharing the history, facts and personal stories connected to that day in a meaningful and respectful way. Every interaction is different. It is incredibly meaningful to see people reflect, ask questions and connect with the stories of resilience, loss, courage and unity that continue to resonate so deeply today.

What inspired you to get started with this initiative?

My volunteer work with the American Red Cross in the days following 9/11. I helped to prepare and organize meals for the first responders. We ensured that they had something to eat and a place where they could sit down and rest during an incredibly exhausting, overwhelming and emotional time. Years later, when the 9/11 Museum opened, I returned to become a docent. It was my way of paying it forward to New York City by honoring the thousands of victims and the many first responders. I was and still am honored to be a part of the city’s hope and resiliency.

Why is this issue so important to you?

This issue is so important to me because it is personal. My father was a New York City firefighter, and I grew up with a profound respect and appreciation for first responders and all service members. The events of September 11 were horrific and heartbreaking, and like so many New Yorkers, I carry the memory of that day with me. Volunteering at the 9/11 Museum gives me the opportunity of helping to ensure that people never forget what happened. It is my way of honoring each and every victim that was killed during that unimaginable and evil tragedy.

What are your long-term plans or goals for the organization?

My long-term goal is to continue growing as a docent and finding more ways to contribute to the Museum’s mission. I’m eager to learn more about the history and deepen my understanding of the personal stories that have evolved from September 11, so that I may become better at engaging with the visitors in a meaningful and thoughtful way.

What have you learned through your experiences as a volunteer?

Being a docent has taught me how powerful storytelling can be. When visitors come into the museum, many of them are very emotional. I am always amazed by the empathy and respect that they have for the victims. I listen to the feelings that they themselves experienced that day and answer any questions they may have with accuracy and sensitivity.

What’s been the most rewarding part of your work?

Becoming a docent at the 9/11 Museum has been extremely rewarding. My life is much richer and more meaningful because of it. It has connected me to a larger community and has inspired me to become involved with other organizations throughout New York City. One of the most rewarding parts of my work is the friendships I have made. I am surrounded by the most empathetic, kind and compassionate people. They have become some of my closest and dearest friends and I am very grateful for that.

Why is it important for others to get involved with causes they care about?

It gives you an opportunity to do for others, with your heart. It gives you a sense of unity, compassion and goodness by coming together with like-minded people who genuinely care.

Any advice for people who want to start volunteering?

Find a cause that genuinely means something to you. You don’t have to have special experience or know exactly what you’re doing right away. Showing up with an open heart and a willingness to help… that’s all it takes to get started! It can feel a bit intimidating at first, but once you begin, you’ll see that you’re surrounded by people who care about making a difference also.

Do you want to make a difference in your community like Maria? Find local volunteer opportunities.