From a Five-Inch Binder to Five States

A binder. Five to six inches thick. Indexed, highlighted, zip-cut pictures of every process under the Project Concierge position at Thomasville Restoration. It was meticulous.  Comprehensive even. And at five or six people, it worked.

Then Thomasville started hiring. Five people became ten. Ten became twenty-three—spread across five states and the Greater Washington, D.C. area. Not everybody retained information by scrolling through a hundred pages and hunting down an index entry.