Hollow Bones Characters

Molly is Eloise/Georgia's biological daughter, raised by Evie and Adam after her mother disappeared on 9/11. She works in emergency preparedness, becomes chief, is married to Jesse, and gives birth to Adie. She is driven to protect others from disasters and to understand her mother's abandonment.

Arc: She moves from believing her mother died on 9/11 to discovering Eloise is alive as Georgia, then from anger and avoidance to reconnection and forgiveness; she ultimately lets Georgia into her life and family.

• Jesse Fitzgerald (Jesse Fitz) — her husband and father of her daughter Adie
• Adie (Molly and Jesse's daughter) — her daughter
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her biological mother, presumed dead after 9/11
• Adam Ambrose — her father
• Evie D'Addario — her father's wife and the woman who raised her as a mother
• Dr. Mantillard — her ob-gyn
• Toby — her work colleague and friend
• Miguel — her work colleague
• Kate — her sister-in-law
• Adelaide McCann — journalist who interviews her
• Tabs — her friend
• Soo-Yun — her communications officer and colleague

Eloise is Molly's mother and Adam's first wife, an artist from an abusive Evangelical family. After suffering postpartum psychosis and nearly harming Molly, she leaves on 9/11, reinvents herself as Georgia Gilligan, and later builds a life in Atlanta. She is bipolar, manages medication and therapy, and returns to Rhode Island to protect Molly when Molly is pregnant.

Arc: She moves from a traumatized young mother who believes Molly is safer without her, to Georgia, a guarded survivor, and finally back into Molly's life as a grandmother; she confesses the truth, survives a car accident, and chooses connection over disappearance.

• Molly Fitzgerald (née Ambrose) — her biological daughter
• Adie (Molly and Jesse's daughter) — her granddaughter
• Adam Ambrose — her first husband
• Evie D'Addario — her best friend
• Kai Yazzie — her former partner
• Ximena — her rescuer and close friend
• Dr. Kumon — her psychiatrist
• Dr. Gruner — her psychiatrist
• Dr. Baxter — her psychiatrist
• June — her therapist
• Reverend Ezekiel Owens — her abusive father
• Euphemia Owens — her mother
• Adie (Eloise's sister) — her younger sister
• Dr. Mantillard — her employer at the ob-gyn office
• Satan — the voice that torments her

Jesse is Molly's husband, Adie's father, and a polygraph examiner. He is a former fire-setter whose sister Anna died in 2004, and he is defined by his need to protect Molly and Adie. He supports Molly through pregnancy, motherhood, and the revelation of Georgia's identity.

Arc: He moves from a guarded man with a traumatic past to a committed husband and father who investigates suspicions, faces family secrets, and remains steady for Molly.

• Molly Fitzgerald (née Ambrose) — his wife
• Adie (Molly and Jesse's daughter) — his daughter
• Kate — his sister
• Anna (Jesse's late sister) — his sister who died
• Brian — his father
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — his mother-in-law
• Adam Ambrose — his father-in-law

Chad is Adam's fraternity brother who assaults Ellie in the Sciences Library stacks at Brown. Years later he drunkenly recognizes Georgia as Eloise, triggering her exposure.

Arc: He moves from a violent college predator to the man whose recognition forces Georgia's past into the open.

• Adam Ambrose — his fraternity brother
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — he assaults her at Brown
• Molly Fitzgerald (née Ambrose) — an acquaintance of her father who creeps her out

Reverend Ezekiel Owens is Eloise and Adie's abusive father, an Evangelical minister who preaches love as need and enforces purity. He publicly whips Eloise, destroys her art, and abuses Adie.

Arc: He remains a terrifying source of religious trauma and abuse; he dies on May 31, 2017, according to his obituary.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her father
• Adie (Eloise's sister) — her father
• Euphemia Owens — her husband

Satan is the demonic voice Eloise hears during postpartum psychosis and later in her life. He calls her worthless, threatens her, and urges her to harm herself or Molly.

Arc: He persists as an internal tormentor, but Eloise learns to manage the voice with medication and therapy.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her demonic tormentor

Evie is Eloise's college roommate and best friend, Molly's de facto mother, and later Adam's wife. She raised Molly after Eloise disappeared and lied that Eloise tried to drown Molly to push Adam to get Eloise help. She is loving, fearful of being replaced, and central to the family's secrets.

Arc: She goes from Eloise's loyal friend to Adam's wife and Molly's mother figure, then confesses her lie, is confronted by Molly, and eventually moves to California after surviving breast cancer.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her best friend
• Adam Ambrose — her husband
• Molly Fitzgerald (née Ambrose) — her de facto daughter
• Adie (Molly and Jesse's daughter) — Molly's daughter, whom she helped raise

Adam is Molly's father, Eloise's first husband, and later Evie's husband. He survived 9/11 because he stopped to shower, and he has carried guilt over Eloise's disappearance. He reconnects with Eloise after she returns.

Arc: He moves from a grieving husband who believed Eloise died to a man who learns she is alive, discovers his marriage was declared void ab initio, and asks Eloise for forgiveness and a date while remaining married to Evie.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — his first wife
• Molly Fitzgerald (née Ambrose) — his daughter
• Evie D'Addario — his wife
• Adie (Molly and Jesse's daughter) — his granddaughter

Kai is a Diné police officer who becomes Georgia's partner after finding her in Piedmont Park. He is patient, family-oriented, and committed to Georgia, but he does not know her real identity.

Arc: He loves Georgia and proposes, but she refuses because she is still legally married as Eloise; they separate, and he later marries Claire.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — his former partner
• Claire — his wife
• Florence — his mother
• Naya — his sister
• Little Peach — his niece

Adie is Molly and Jesse's daughter, born at the end of the novel and named after Eloise's sister. She is cared for by Molly, Jesse, and Georgia, and her first laugh becomes a celebration.

Arc: She is born, bonds with her family, and becomes a symbol of hope and continuation.

• Molly Fitzgerald (née Ambrose) — her mother
• Jesse Fitzgerald (Jesse Fitz) — her father
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her grandmother
• Adam Ambrose — her grandfather

Adie is Eloise's younger sister in her Alabama childhood. She kept Eloise's art secret, was abused by their father, and died by suicide, leaving her purity ring in a pill bottle.

Arc: Her death is a fixed trauma that propels Eloise to flee; she is remembered and mourned throughout the novel.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her sister
• Reverend Ezekiel Owens — her father
• Euphemia Owens — her mother

Ximena is a motel housekeeper who rescues Georgia after she is raped and takes her into her home. She is a mother of Mercedes and Milagros and believes in paying forward help. She later reconnects with Alejandro and moves to Miami.

Arc: She moves from rescuer and employer to close friend, then rekindles a relationship with Alejandro and moves to Florida, leaving Milagros with Georgia.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her friend
• Mercedes — her daughter
• Milagros — her daughter
• Alejandro — her boyfriend
• Cletus — her employer

Mercedes is Ximena's daughter, a college graduate who confronts Georgia about her false identity. She marries David, has a son Victor, and becomes pregnant again.

Arc: She moves from suspicion of Georgia to trust and chosen family, then marriage and motherhood.

• Ximena — her mother
• Milagros — her sister
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her chosen mother figure
• David — her husband
• Victor — her son

Milagros is Ximena's younger daughter, a high-achieving student who moves in with Georgia. She is gay, had a Pride party instead of a quinceañera, and is a good roommate.

Arc: She befriends Georgia, becomes her roommate, and supports her after Edward ghosts her.

• Ximena — her mother
• Mercedes — her sister
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her roommate

Dr. Mantillard is Molly's ob-gyn and later Georgia's employer at her practice. She confirms Molly's pregnancy, monitors her, and ultimately delivers Adie. She treats Molly's postpartum psychosis risk with caution.

Arc: She provides medical care and later must let Georgia go from her job after her identity is exposed.

• Molly Fitzgerald (née Ambrose) — her patient
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her employee and receptionist
• Dr. Hayes — her assisting ob-gyn

Adelaide is a 60 Minutes journalist who interviews Molly about emergency preparedness and later about Georgia's postpartum psychosis. She is seasoned and persistent.

Arc: She moves from interviewing Molly about public health to giving Molly a national platform to explain and defend her mother.

• Molly Fitzgerald (née Ambrose) — journalist interviewing her

Soo-Yun is Molly's communications officer who pressures her into the 60 Minutes interview. She wants national attention and state budget support for emergency preparedness.

Arc: She arranges the interview and remains a colleague invested in public attention.

• Molly Fitzgerald (née Ambrose) — her boss and colleague

Toby is Molly's colleague and friend on the emergency preparedness team. He has four children, questions Molly's pregnancy risks, and supports her at work and her baby shower.

Arc: He moves from concern about Molly's pregnancy to loyal support, including calling a fake emergency to lure her to her shower.

• Molly Fitzgerald (née Ambrose) — her colleague and friend
• Miguel — his colleague

Miguel is Molly's colleague on emergency preparedness. He expresses concern about her pregnancy, plans the NICU evacuation with her, and supports her when she becomes dizzy.

Arc: He remains a steady colleague and friend, helping Molly at work and celebrating her baby shower.

• Molly Fitzgerald (née Ambrose) — her colleague and friend
• Toby — his colleague

Kate is Jesse's sister, a dance studio owner, and Anna's mother. She receives a leftover Covid vaccine from Molly, shares her miscarriage and IVF story, and advises Molly about motherhood.

Arc: She moves from careful isolation to connection with Molly, offering hard-won wisdom about survival and motherhood.

• Jesse Fitzgerald (Jesse Fitz) — her brother
• Molly Fitzgerald (née Ambrose) — her sister-in-law
• Gary — her husband
• Anna (Kate and Gary's daughter) — her daughter

Gary is Kate's husband who convinced her to try again after a miscarriage. He appears at the baby shower with Kate and Anna.

Arc: He remains a supportive husband and father.

• Kate — his wife
• Anna (Kate and Gary's daughter) — his daughter

Anna is Kate and Gary's daughter who sued her parents for the right not to donate a kidney. She appears at Molly's baby shower.

Arc: She asserts control over her own body and participates in family celebrations.

• Kate — her mother
• Gary — her father

Anna is Jesse's sister who died on August 26, 2004. Her death is part of Jesse's traumatic past and his fire-setting history.

Arc: She is a fixed loss that shapes Jesse's grief and protectiveness.

• Jesse Fitzgerald (Jesse Fitz) — her brother

Professor Walker is Jesse's brother-in-law, married to Jesse's sister who had leukemia. He designs a Y-splitter for ventilators after Molly delivers tubing.

Arc: He collaborates with Molly during the pandemic to address ventilator shortages.

• Jesse Fitzgerald (Jesse Fitz) — his brother-in-law
• Molly Fitzgerald (née Ambrose) — his collaborator on the ventilator splitter

Dr. Kumon is Eloise's psychiatrist who prescribes Zoloft and later is feared dead after 9/11. She interviews Eloise about her marriage, child, and whether she might hurt her family.

Arc: She treats Eloise before the attack and remains a source of guilt in Eloise's memories.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her patient
• Adam Ambrose — arranges her appointments

Dr. Gruner is the psychiatrist at the state hospital who diagnoses Georgia with bipolar disorder. She asks about the voice, the suicide attempt, and Georgia's identity before motherhood.

Arc: She helps Georgia understand her illness and discharge plan.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her patient

Dr. Baxter is the psychiatrist at Grady Hospital who treats Eloise/Georgia after her suicide attempt. He asks her about hurting herself and says he thinks he knows how to help.

Arc: He is part of her first psychiatric treatment after 9/11.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — his patient

Dr. Weekes treats Georgia in the hospital after she passes out, diagnosing hypothyroidism and explaining lithium levels and dehydration. She prescribes levothyroxine.

Arc: She identifies a medical cause complicating Georgia's bipolar treatment.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her patient
• Edward — speaks with him about Georgia's tests

Dr. Carlsson is the ob-gyn office doctor and Georgia's employer. She listens when Georgia raises concerns about Iris Dunwood and arranges a psych evaluation. She later agrees to recommend Georgia to Dr. Mantillard.

Arc: She moves from employer to ally, valuing Georgia's judgment and helping her move north.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her employee
• Iris Dunwood — her patient
• Dr. Mantillard — went to the same med school

Iris is a postpartum patient who arrives disoriented with her newborn Mirabelle. She hears voices and goes for a psych evaluation after Georgia advocates for her.

Arc: She gets help because Georgia recognizes her own postpartum psychosis.

• Mirabelle — her daughter
• Dr. Carlsson — her doctor
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — Georgia advocates for her

Mirabelle is Iris's newborn daughter, brought to the ob-gyn in a car seat.

Arc: She is the vulnerable baby whose safety motivates Georgia to intervene.

• Iris Dunwood — her mother

Edward is a librarian who helps Georgia research postpartum psychosis and becomes her boyfriend. He loves her but does not know she is Eloise or that she is bipolar. He later investigates her past and leaves after she reveals her diagnosis.

Arc: He moves from curious romantic partner to betrayer when he cannot accept her secrets.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — his girlfriend
• Milagros — Georgia's roommate
• Ximena — meets him and approves

June is Georgia's therapist who helps her manage bipolar disorder, relapse, and medication. She answers Georgia's emergency call and prescribed the benzos Georgia finds.

Arc: She remains a steady therapeutic support as Georgia lives as Georgia Gilligan.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her therapist

Hurlihy is a private investigator hired by Georgia. He confirms the 9/11 missing are presumed dead and later provides candid photos of Molly every six months.

Arc: He serves as Georgia's link to Molly's life from a distance.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her client

Nina is a stranger at the Greyhound station nursing her baby. Eloise steals her bus ticket, cash, and Oreos after 9/11.

Arc: She is a brief victim of Eloise's desperate escape.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — stranger she steals from

Euphemia is Eloise and Adie's mother, who teaches Eloise that menstruation is Eve's sin and later lives in a faith-based dementia facility. She calls Georgia by her old name, Eloise.

Arc: She moves from a rigid religious mother to a dementia patient who briefly recognizes her daughter.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her daughter
• Adie (Eloise's sister) — her daughter
• Reverend Ezekiel Owens — her husband

Ms. Robichaud is Eloise's art teacher and only friend at school. She notices bruises, encourages Eloise's talent, and helps her escape to her sister Helena.

Arc: She provides a safe adult presence and practical help when Eloise flees her family.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her former art teacher
• Helena — her sister

Helena is Ms. Robichaud's sister, who gives Eloise lodging and work at her Cambridge art store and helps her study for the GED.

Arc: She helps Eloise start over after leaving home.

• Ms. Robichaud — her sister
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — houses and employs her

Henry is a teenage romantic interest of Eloise at Beecham Lake. He poses for her sketch and kisses her, which leads to her father's public whipping.

Arc: He is a brief catalyst for Eloise's rebellion and punishment.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her teenage romantic interest

Maeve is a waitress at the Hudson View who serves Eloise and Adam. She brings Eloise orange juice and later receives Eloise's goodbye.

Arc: She is a small kindness in Eloise's life before she disappears.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her waitress
• Adam Ambrose — her customer

Andrea Yates is a real figure referenced in news reports and articles. She drowned her five children and was later found not guilty by reason of insanity because of severe postpartum psychosis.

Arc: Her case serves as a thematic mirror for Eloise/Georgia's postpartum psychosis and maternal fear.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — thematic parallel for postpartum psychosis

Vera is a patient at the state hospital who befriends Georgia. She is awaiting an NGRI hearing for killing her mother and says she blacked out during the murder and that her brother used to do things to her.

Arc: She takes Georgia under her wing and remains a remembered kindness from the hospital.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her fellow patient and friend
• Cassie — warns Georgia to stay away from her

Cassie is a hospital patient who plays solitaire, snaps her teeth, and hisses when Georgia touches her.

Arc: She remains a minor, frightening presence in the hospital.

• Vera — warns Georgia about her

Dr. Hayes assists Dr. Mantillard during Molly's manual turning, holding the ultrasound wand and checking the baby's position.

Arc: She helps deliver Adie safely.

• Dr. Mantillard — assisting ob-gyn

Ravi is an accused arsonist polygraphed by Jesse. He confesses he didn't think the warehouse fire would get out of control.

Arc: He provides a case that reflects Jesse's own fire-setting past.

• Jesse Fitzgerald (Jesse Fitz) — polygraph examiner and suspect

Brian is Jesse's father, who talks with him over root beer and reassures him he is doing fine as a father.

Arc: He offers fatherly support to Jesse.

• Jesse Fitzgerald (Jesse Fitz) — his son

Gavin is Jesse's friend at a New York City fire station. He returned to firefighting as a paramedic and leaves on an emergency call while Jesse visits.

Arc: He provides a window into post-9/11 firefighter life and the ongoing trauma of 9/11.

• Jesse Fitzgerald (Jesse Fitz) — his buddy and friend

Tabs is Molly's friend whose father died on 9/11. She tells Molly she would give anything for a chance to be angry at her father.

Arc: She helps Molly see the value of having a living mother to confront.

• Molly Fitzgerald (née Ambrose) — her friend

Richard Drew is a photographer who took the 9/11 photograph of people on the bridge, including Georgia. Jesse gives the photograph to Molly.

Arc: His photograph becomes a bridge between Molly and her mother's past.

• Jesse Fitzgerald (Jesse Fitz) — his friend
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — subject of his photograph

Dean Gelwort meets with Molly at RISD and agrees to look for records of Eloise's senior project. She emails Molly a photo of the project 'Know Thyself.'

Arc: She helps Molly uncover her mother's art and history.

• Molly Fitzgerald (née Ambrose) — her contact at RISD

Mona McTeir directs the Women & Infants NICU and tours Molly and Miguel through the facility, explaining ethical dilemmas of evacuating premature infants.

Arc: She prepares emergency preparedness staff for impossible evacuation choices.

• Molly Fitzgerald (née Ambrose) — her emergency preparedness contact
• Miguel — his emergency preparedness contact

Annette works in epidemiology and collapses exhausted beside Molly at the vaccine distribution center. She declines the leftover vaccine, saying someone needs it more.

Arc: She embodies selflessness and exhaustion during the pandemic.

• Molly Fitzgerald (née Ambrose) — her colleague

Cletus is the manager of the Shadyside Motel. He hires Georgia without identification and rents Eloise a room.

Arc: He is a minor enabler of Georgia's new identity.

• Ximena — her employer
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her manager and landlord

Ella is the case manager at the community center who helps Georgia with housing, food stamps, and job placement. She explains what documents Georgia needs for unemployment and a state ID.

Arc: She helps Georgia rebuild after discharge.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her case manager

David is Mercedes's husband. He reads his vows from his phone, calling their relationship a happy accident.

Arc: He marries Mercedes and becomes part of Georgia's chosen family.

• Mercedes — her husband

Victor is Mercedes and David's three-year-old son. He calls Georgia Tia Georgia and leads her toward trucks at Stone Mountain Park.

Arc: He represents the next generation of Georgia's chosen family.

• Mercedes — his mother
• David — his father
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — calls her Tia Georgia

Alejandro is Ximena's rekindled high school boyfriend. He visits Atlanta, sends plane tickets, and wants her to move to Florida.

Arc: He reenters Ximena's life and she moves to Miami with him.

• Ximena — her boyfriend
• Mercedes — walks her down the aisle with Ximena
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — Ximena's friend

Naya is Kai's sister, Frank's wife, and Little Peach's mother. She welcomes Georgia to the New Mexico first-laugh party.

Arc: She opens Kai's family to Georgia.

• Kai Yazzie — her brother
• Frank — her husband
• Little Peach — her daughter
• Florence — her mother

Frank is Naya's husband who gives Georgia and Kai bags of rock salt and helps with the first-laugh celebration.

Arc: He shows hospitality to Georgia in New Mexico.

• Naya — his wife
• Kai Yazzie — relative by marriage
• Little Peach — his daughter

Florence is Kai's mother and a weaver. She tells Georgia that joy must be taught and that Georgia is still a mother, and shows her the spirit line in the weaving.

Arc: She offers Georgia acceptance and wisdom about motherhood, imperfection, and spirit.

• Kai Yazzie — her son
• Naya — her daughter
• Little Peach — her granddaughter
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — Kai's girlfriend, whom she welcomes

Little Peach is Naya and Frank's baby, whose first laugh occasions the New Mexico party. She throws a fit three hours in.

Arc: She is the center of a Diné first-laugh celebration.

• Naya — her mother
• Frank — her father
• Kai Yazzie — her uncle
• Florence — her grandmother

Claire is Kai's wife, whom Georgia meets at Stone Mountain Park. She wears an infant in a carrier and seems to know Georgia's name.

Arc: She represents Kai's new life after Georgia.

• Kai Yazzie — her husband
• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — meets her and seems to know her name

Tipper guides Eloise and Molly through the 9/11 Memorial and Museum, explaining the slurry wall, Last Column, Captain Brown story, and blue wall.

Arc: She provides historical context for the memorial visit.

• Eloise Ambrose (Georgia Gilligan / Ellie / Eloise Mills / Eloise Owens) — her guide at the 9/11 Memorial
• Molly Fitzgerald (née Ambrose) — her guide at the 9/11 Memorial