Redesigning ECU's People Services and Strategies

POSO’s Strategic Redesign
Ask POSO
Campus Survey Results

 

October 2025

As part of our continued efforts to strengthen our service delivery and align with ECU’s strategic goals, the Department for People Operations, Success, and Opportunity (POSO) has moved into the next phase of our transformation.

In August, POSO began transitioning into a new organizational structure and service delivery model that improves efficiency, clarifies roles, and supports long-term workforce development across the university. The updated structure will reduce handoffs and standardize workflows.

Connecting to Our Transformation Journey

This milestone marks POSO’s transition from Phase 2: Reimagining Services and Operations to the early stages of Phase 3: Implementing and Building Capability.

The new structure reflects the insights gathered from our university-wide engagement and supports the following key initiatives:

  • an improved service delivery model that promotes POSO’s commitment to a culture of care, introduces tools to manage our customer services more effectively, and establishes governance for continuous improvement;
  • a reimagined operating model that brings clarity to POSO’s roles and responsibilities, streamlines processes, and leverages enabling technologies; and
  • an enhanced end-to-end hiring process and case management approach to improve responsiveness and reduce administrative burden.

 Overview of the Change

The new POSO structure introduces four specialized areas:

  • Administration, Operational Excellence, & Strategic Initiatives — this area will execute department administration, strategic project management, constituent communications, process improvement, and resource management;
  • Operations —this area will provide general support and solutions for employees, employee data management, and employment eligibility services;
  • Success and Opportunity — this area will lead recruitment, onboarding, equal opportunity, learning, and career growth initiatives; and
  • Partnerships — this area is responsible for aligning POSO strategies with University goals by serving as embedded, consultative partners to colleges and divisions.

New Streamlined Customer Service Request Form – Now Available

Consistent with our commitment to improved customer service, we are pleased to announce the launch of a new “Ask POSO” request form. Questions or service requests for POSO may be submitted via the “Ask POSO” request form and will be routed to the appropriate team for handling.

This new single point of inquiry is user-friendly and eliminates confusion caused by multiple contact points, providing a streamlined process for obtaining support.

A Note on Transition

We recognize that transitions of this scale take time. While we are confident in the direction we are heading, we also understand that improvements may not be immediate. We kindly ask for your patience and support as we work through this change.

We are committed to learning and adapting to better serve you and your teams. Thank you for your support during this important transformation.

 

August 2025

The Department for People Operations, Success, and Opportunity (POSO) has completed the second phase of its work with Huron Consulting Group and is now launching the third and final phase.

We’re continuing to make progress in reimagining how ECU supports its people. This work is about making it easier for employees and departments to get the support they need when hiring new team members, navigating processes and accessing services more efficiently.

Here’s a quick look at what’s been done so far:

  • Phase 1: Assessment of current practices
    POSO gathered input from across campus to understand what’s working and where improvements are needed, specifically around hiring, communication, and training and support for supervisors.
  • Phase 2: Reimagining services and operations
    Based on that feedback, teams developed new strategies to streamline hiring, improve service delivery and align POSO’s structure with ECU’s goals.

Now, in Phase 3, we’re putting those ideas into action. This includes launching a new organizational structure and service model designed to better support ECU employees and create a more consistent, people-centered experience.

Additionally, as a part of our ongoing organizational restructuring, the financial administration team, previously housed within POSO, has been realigned under the Financial Planning and Analysis Department to promote increased collaboration and synergy. Questions regarding this realignment may be addressed to Dawn Quist, Director for University Financial Planning and Analysis, at quists@ecu.edu. Points of contact for the financial administration team will not change.

More details about our new organizational structure will be shared early in the fall semester. In the meantime, if you have questions, feel free to reach out to LaKesha Alston Forbes, Senior Associate Vice Chancellor and Chief People Officer, at poso_cpo@ecu.edu. We’re excited about launching a new, innovative approach to provide services that foster workforce success and a better experience for the ECU community.

 

March 2025

In October 2024, ECU’s Department for People Operations, Success, and Opportunity (POSO) – the department dedicated to fostering workforce success – began working with Huron Consulting Group to reimagine and redesign our people services and strategies.

Our partnership with Huron is organized into three phases:

  1.  Assessing the Current State [Complete]: POSO engaged with Huron to facilitate an assessment of current services and operations. Through constituent engagement, including a university-wide survey conducted in the fall, insights were gathered to support the development of recommendations for POSO to prioritize in their transformation and their commitment to better serve the university.

We are thankful for the commitment this community made to contributing to the current state assessment. Over 140 individuals participated in focus groups or one-on-one interviews, and over 1,100 employees responded to the university-wide survey.

Key themes from the community-wide engagement included:

a.  Desire for more streamlined and consistent processes with an understanding of unit needs

b.  Need for more leadership and supervisory training and development

c.  Challenges arising from reliance on disparate systems

d.  Desire for clearer and more consistent communication

e.  Dissatisfaction around posting, position, recruiting, and hiring processes

POSO is committed to improving its services and addressing these key themes through collaboration with our campus constituents. In reimagining POSO’s services and operations, we will continue prioritizing the needs of all involved.

2.  Reimagining Services and Operations [Launching]: Based on the insights gathered and recommendations made, we will reimagine our services and operations through:

a.  An improved service delivery model that promotes POSO’s commitment to a culture of care, identifies tools to manage our services, and establishes governance for ongoing improvement

b.  A reimagined operating model that brings clarity to POSO’s roles and responsibilities, streamlined processes, and enabling technology

c.  An improved end-to-end hiring process and case management approach.

3.  Implementing and Building Capability [Not Started]: The third phase focuses on bringing our vision to life. This includes implementing a new organizational structure, creating a strategic plan that articulates POSO’s commitments to ECU, and establishing our capability to monitor and continuously improve our services and achieve our commitments.

    While we step into Phase 2 – Reimagining Services and Operations – we value your feedback. Please email poso_cpo@ecu.edu with any questions you may have.

    We encourage you to further explore our webpage where you can find additional details on this work, including survey results from the November 2024 survey.

    We’re excited to continue working together to build a thriving community where everyone is empowered to succeed.

     

    November 2024

    The new Department for People Operations, Success, and Opportunity (POSO) is established to support ECU in achieving its strategic initiative of fostering workforce success and cultivating a culture of care, belonging, and opportunity for all campus members. POSO is dedicated to improving ECU’s efforts to recruit, retain, develop, and support a thriving workforce. By enhancing the University’s structures, systems, and processes, POSO aims to improve clarity, reduce inefficiencies, and elevate employee and customer experiences. 

    The University has selected a consulting partner, Huron Consulting Group, to support the POSO team and campus in reimagining and redesigning the people services and strategies at ECU. Over the next 18 months, POSO will embark on a transformative journey to position our new department at the forefront of fostering workforce success. Our goal is to promote a culture where every member of the ECU community feels valued and supported, ensuring a thriving and welcoming environment. 

    Our 18-month journey will be carried out in three strategic phases: 

    1. Assessing the Current State: In this initial phase, the Huron team will engage with the POSO team and identified University constituents to gather critical insights. Understanding our current services and operations is essential to develop informed recommendations for future improvements. 
    2. Reimagining Services and Operations: Based on the insights gathered, we will work together to envision services and operational strategies that align with our mission of care, belonging, and opportunity. This phase is about conceptualizing a future that enhances every aspect of our people operations and experience. 
    3. Designing and Preparing for Redesigned Services and Operations: The third phase focuses on bringing our vision to life. This includes preparing and training our team for a culture of service excellence and care, ensuring that our redesigned processes are seamlessly integrated and effective. 

    There will be opportunities for the POSO team and the broader ECU community to actively participate in this project. Your insights, experience, and partnership will be key to our collective success. Together, we can build a thriving community and an environment where everyone feels empowered to succeed. 

    The establishment of POSO in May 2024 marked a significant milestone in ECU’s commitment to fostering an environment of equal opportunity, care, and belonging. With our dedicated team and our partnership with Huron Consulting Group, we are confident that POSO will lead the way in creating a vibrant and welcoming community at ECU. We will work to update the ECU community along the way and we look forward to all that we will build together.