In 2019, Mercy Housing began updating their strategic plan, deeply centering on the resident and their empowerment. As a part of this process, Mercy designed a matrix of resident engagement, which plots a continuum beginning with "informing" and moving towards "empowering". This can help organizations see where their operations stand and where they hope to be in the future. This tool can be used to understand the different levels of engagement and methods and systems that elevate resident agency and engagement to the highest standard.