Johns Hopkins University has created a new office to oversee a centralized, modernized, and integrated student services operation, a key step in enhancing the overall student, staff, and faculty experience at Hopkins.
The Office of Student Enrollment and Account Management, or SEAM—developed as part of the university's Student Services Excellence Initiative—will coordinate and oversee enrollment shared services, including student accounts, registration, and financial aid operations. It was created based on feedback from more than 3,000 students, faculty, and staff from across the university, as well as alumni and trustees.
"SSEI has worked intensively over the past several years, in partnership with the divisions, to design and implement the organizational changes necessary for improving students' experience," said Stephen Gange, executive vice provost for academic affairs who oversees both SSEI and SEAM. "I'm thrilled to see the launch of SEAM as an institutional commitment to providing superior service for all Johns Hopkins students."
The new office includes:
- A knowledgeable and highly trained cross-functional student support services team
- New digital tools, including an online form that enable students to seek support for student accounts, registration, and financial aid inquiries without having to travel to a specific office on campus
- Three locations—on the Homewood campus (Wyman Center, second floor), the Washington, D.C., campus (SAIS Nitze Building, third floor), and the East Baltimore campus (Bloomberg School of Public Health building, Suite E1002)—where students can get in-person assistance
- A dedicated support number (877-419-5131) that individuals can call to speak directly with a student support specialist
The student support services team works directly with students and families to address their inquiries. Student support specialists have received extensive customer service training and are knowledgeable in student accounts, registration, and financial aid processes and procedures.
"Our staff will be the first point of contact for students seeking assistance," said Tanya Johnson, the inaugural director of SEAM student support operations. "When a student contacts SEAM—whether it be through the online form, an in-person visit, or a phone call—we want to provide a consistent, high-quality support experience."
SEAM's recently launched website was developed based on student feedback and includes self-help resources, important dates, and answers to frequently asked questions. Additional features will be added over the next year.
"I am thrilled to see how SEAM will positively impact students across Johns Hopkins and throughout the broader higher education community," said Noemi Crespo Rice, the inaugural assistant vice provost of SEAM enrollment services. "This is an exciting time for the university."
SEAM was launched in a phased approach across divisions at JHU and will continue to evolve its services throughout the coming year.