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Frequently Asked Questions

Here are some questions we have received, either during our town hall sessions, via email or web-form, or in person. If you’d like to submit a question, you can do so by filling out the form to the right on this very page!

What do the organizational charts look like for each SSO?  My staff are concerned about their jobs and it would be helpful to be able to assure them that there are numerous positions that will be needed by each of the SSOs.

The org charts are under development and should be revealed in the new year. As mentioned in the town halls, it’s important that employees review all posted positions that are created and proactively apply for positions where they qualify and are interested.

What is the plan to replace University Registrar?

There is currently a national search underway and it’s expected the search will be completed sometime later this spring

When will the number of staff needed for each team be determined?

As mentioned in the presentation, the organization design work is currently underway, and while we don’t have specific numbers yet, we expect to be unveiling these soon.

Are divisions planning to dissolve current Enrollment Management Offices like Student Accounts and Registration? Our school leadership seems to think that these offices will not remain staffed at the school level and that all work will be done by SSEI.

All Customer Service and Student Accounts (for degree seeking programs) will be moved to the Shared Services Organization (SSO).  There will remain some school-based Registration and Financial Aid roles, however they will take on a more generalist capacity.

Will those who are not rehired after this restructure be classified as being RIF’ed – which will allow them to be eligible for unemployment benefits?

Yes. Please know the State of Maryland determines unemployment benefits eligibility.

Will there be any type of severance package offered – considering the timing of this venture and considering the current pandemic?

If positions are eliminated, University leadership will consider appropriate severance packages for any affected employees at that time.

Will HR work with us to find comparable positions within the university if we are not given our positions that we have to reapply for? 


For those of us who are retirement eligible due to years of service, will there be an option provided for early retirement? 

The University has no early retirement incentive programs in place and does not foresee the need at this time to consider it. However if you are eligible for retirement please consult with the University’s Benefits Service Center at 410-516-2000 or

For those who may not have a degree, but have served in the same capacity for more than 15 years, and know the job inside and out, will consideration be given to according to the University’s Equivalency Formula?


Is there a timeline for the resume building and interviewing workshops?

The workshops will be launched early in 2021. The workshops will be be a combination of online, self-paced learning, and/or live, instructor-led sessions.

Are internal postings of the roles only going to folks in these specific areas or all areas in the University?

New positions will be viewable to internal applicants from all areas of the University.

How are you sharing job opportunities that arise?

Jobs will be shared in a number of ways: via email from the SSEI team, as well as via an internal “HR microsite” that is currently in development (expected sometime in March). Please be sure to apply as an internal candidate via Success Factors.

Where will the new shared services “one-stop” offices be located?

We are planning to create One-Stop offices in East Baltimore, at Homewood and in D.C. We will also work with Carey, School of Education, and Peabody to host “pop-up” one-stop shops during peak times. We are working with JHU Facilities to determine exact locations and will share additional information as it becomes available.

Where will I work if I work in the functional operations office?

We expect that functional operations staff will be collocated in one location, but do not yet know where. We are working with JHU Facilities on this and will share additional information as it becomes available.

Will the one-stop shop include a chat option?

We are planning to implement AI chat bot technology. Additionally, we will be working with staff during the future state design process to assess other ways to deliver virtual services to students, parents, etc., including chat or virtual (Skype or Zoom) sessions.

Will the SSO serve post-docs?

Yes, anyone who registers for classes, manages their student account, or receives financial aid will be able to visit the One-Stop offices. However, the office will not oversee employee benefits/paychecks; those matters will be managed by existing offices/departments at each school.

How will you manage/oversee the call center to make sure it’s providing the same level of customer service, providing quality answers, and meeting metrics/goals?

We are planning to ensure quality by setting and measuring both quantitative metrics (call volume, wait times, etc.) and qualitative metrics (satisfaction results). We plan to hire One-Stop staff who will be charged with overseeing quality and metrics for the call center and any other vendors with whom we partner.

How do we plan for inclusion of the SSO’s new tools/software on our divisional websites?

We will be working closely with divisions as we implement apps, software tools and shared services websites. We plan to establish a working group to focus on this topic in the coming months and will include representatives from each division.

How will we still ensure representation from financial aid (or other offices) during prospective student visits, admissions info sessions, etc.?

While functional operations staff will be located off-site, we will work with divisions to ensure that they can have enough on-site coverage for events like these. We expect to further refine the details of how this will work in the coming months as we design the future state.

Will SSEI tackle payroll? Counseling? Other areas?

No, SSEI’s focus is only on student administrative services, specifically financial aid, registration, and student accounts for Shared Services purposes.

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    265 Garland Hall
    3400 North Charles Street
    Baltimore, Maryland 21218
    Phone: (410) 516-8070
    Fax: (410) 516-8035


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