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HopkinsOne Got You Stumped? A SWAT Team Can Help.

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Special challenges require special skills. That’s the concept behind the SWAT teams that will support users once the HopkinsOne project goes live in January. 

HopkinsOne leadership debated whether or not to use military terms like SWAT (for special weapons and tactics) but ultimately decided that such powerful terminology most effectively conveys the key concept: Skilled help will be available for all who need it.

“We want the experience to be a good one,” says Roger Rosenblatt, HopkinsOne deployment project manager. “Whenever possible, we want people to get a quick response instead of waiting on the phone. That’s why we’ve created a support system with multiple layers of help and back-up.”

At the core of the SWAT support system is the special HELP desk, or command center, based at Mount Washington. The command center hotline is 410-735-4500.

A battery of frontline HopkinsOne staff will answer phone calls and attempt to solve commonly encountered problems. They’ll triage and quickly route more difficult calls to a second level of support.

The command center will be augmented by HopkinsOne staff and more than 100 employees, many of whom have been involved in testing, training or coaching. “Those who are on the SWAT team, or who support the SWAT team, can’t necessarily solve every problem,” says Rosenblatt. “But they are trained in how to get help, and they know where the experts are.”

To fill the ranks of the SWAT team, Rosenblatt turned not only to the HopkinsOne project team, but also to the organization. Over the past few months, especially during training, several hundred employees have learned aspects of the new system and become mini-experts. They will have attended special training to learn the support system inside and out. They’ll have a matrix of the most common problems, “job aides” to help people quickly get up to speed, and phone lists of HopkinsOne experts and fellow SWAT team members.

HopkinsOne brings together the business systems of the Health System and the University, and along with that many changes, including the introduction of seven core “service centers” to handle back-office functions like HR, benefits, payroll and purchasing. Those service centers—all at Johns Hopkins at Eastern—will have an especially strong support presence.

HopkinsOne will make on-site support available in all but the most remote locations. If needed, core SWAT team members will travel to locations that require special assistance.

“We want this help to be as high-touch as possible,” Rosenblatt says, “so we’ve worked hard to create a support network that can be not only efficient, but also flexible and responsive.”

Jeanne Johnson

 

 

Johns Hopkins Medicine

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