Jodi conducted quantitative and qualitative research and facilitated a series of conversations aimed at identifying opportunities for greater efficiencies within the Centralized Waiting List, for social housing, system in York Region. Consultations included full day observation sessions with staff, interviews with social housing applicants, and focus groups with staff across departments. As part of the final report, 10 recommendations were put forward for moving forward with a more efficient and effective system. Recommendations included a 3-phase approach to restructuring the current Centralized Waiting List application process.