Jillian Ricketts is a Business Analyst at the City of Toronto, Toronto Buildings Division and brings over 15 years of public administration and social services experience working with the City of Toronto and the nonprofit sector. In her role as business analyst, Jillian conducts research required to support business process improvements by implementing technology-based or business process solutions that are aligned with the city’s Strategic Action Plan. Prior to joining the City of Toronto Buildings Division, Jillian was a caseworker for Toronto Employment and Social Services. In this role, Jillian managed a number of initiatives including: conducting a comprehensive review of customer service practices at York Humber Employment and Social Service office. This resulted in an authored report entitled, Placed Based Approach to Delivering Client Centered Customer Service that aimed to support service delivery and identify program impacts to Ontario Work (OW) clients. Jillian also managed the training and implementation of OW new technology systems (SAMS) for the York Humber office and supervised program initiatives for single parents under the age of 18 through the Learning, Earning and Parenting program (LEAP). Jillian has also spent time working in the non-profit sector at Community Microskills Development Centre as a Youth Counselor in the Rexdale area and an employment counselor for women. Jillian’s education includes, a Master’s Degree in Public Policy, Administration, and Law (MPPAL) from York University; Bachelor’s Degree in Public Administration and Governance from Ryerson University; and Diploma in Social Service Worker from Humber College.