New system allows students to submit help requests for registration, financial aid, student accounts

Case management tool will make it easier for students and others to get the support they need

Johns Hopkins University has created a new system for students, prospective students, parents, and others to submit requests for assistance with course registration, financial aid, and student accounts, an important first step as the university moves toward a shared student services organization.

The new case management system—developed by University Information Systems as part of the Student Services Excellence Initiative—will make it easier for users to get the support they need quickly and easily. Rather than calling or emailing various offices or departments to ask questions or resolve issues, students can submit a request.

The system will significantly reduce the number of times a student is referred to another office or staff member to receive support. It will also give staff a more comprehensive view of the needs of students and others requesting help, showing prior requests, the status of requests, and previous communications with the student.

"Along with my colleagues who lead registration, student accounts, and financial aid, I'm excited about the launch of this new tool," said Tanya Johnson, the university's inaugural director of Student Enrollment Customer Services. "The tool offers digital record-keeping, centralized data management, and real-time updates for students and staff. The Hopkins community will appreciate how the system increases transparency and offers efficient resolution of case management through effective collaboration."

Historically, information collected on student help requests has been difficult to track and nearly impossible to report on—information is stored in different locations that are not accessible across departments. The new system will promote the collection and safeguarding of important student data.

The first wave of the rollout begins today, for students in the Krieger School of Arts and Sciences and Whiting School of Engineering, including Advanced Academic Programs and Engineering for Professionals. Degree- and certificate-seeking learners at all degree levels may use the tool, but those in non-credit programs should continue to work directly with their program contacts, as the tool does not currently support non-credit programs. AAP's summer programs are also not included.

Current and prospective students, parents, and alumni can submit requests and inquiries by visiting the online case form. It can also be accessed on the Homewood University Registrar, Student Financial Services, and Student Accounts websites.

The system will roll out across the university throughout the coming year. Details on exact launch dates will be shared at a later date; to stay informed, readers can subscribe to the SSEI newsletter.