Student Complaints
The state must have a process to review and appropriately act on complaints concerning the institution. What process has your institution put in place to resolve student complaints?
We have quarterly student satisfaction surveys, then discuss issues with the students to ensure it is beign resolved.
Kari,
Definitely important to follow up on such feedback, otherwise, the intent to get such feedback creates negative vs. positive response.
Traci Lee
We also participate in student satisfaction surveys. If there is anything negative on the surveys, it must be followed up by a program director within 5 days to ensure continued student satisfaction.
Traci,
At our institution we have a detailed and step-by-step explanation designed to assist students in handling their complaints that show them how they are valued as a student and can come to us for anything. It includes how they can initially attempt to resolve the concern on their own and guides them through more help should this not take care of the issue. And I do agree that having a state process will ensure that all facilities are handling these types of situations properly.
If a student has a complaint, we actively listen to that complaint and try to resolve it with all parties involved.
Follow chain of command: first meet with instructor, if not resolved then Program Director, if not resoved then Academic Dean, if not resolved then Campus President by written grievance.
William,
Agreed - part of good service is getting people to the "experts" to address any issue at hand.
Traci Lee
YTI Compliance Reporting Hotline (anonymous) - also any issue or complaint brought to the attention of an instructor or program director needs to be logged so that it can be acted upon. Additionally we routinely have surveys which allow students to voice concerns, request changes or otherwise indicate both satisfaction or dissatisfaction.
I think it's important to listen to our students complaint's. However, I think it is more important that we are directing them to the appropriate department. Hopefully, we are teaching our future graduates how to utilize the complaint policy if your school has one in place. As Admission Representatives many times we try and wear too many hats and end up being a crutch for our students. It is a great learning tool for our students to learn how to utilize the proper chain of command.
student satisfaction surveys
Heather,
You bring up the point that it can all come down to communication. Understanding informaation and sometimes the "why" behind things helps everyone involved.
Traci Lee
I too listen to their whole story. Many times I find that after listening the student is not "seeing the whole picture". I find that alot of today's students have a sense of entitlement mentality and can only see their side of things.
After listening to their side, I express the "other side or sides" to them. I find that many of them "never thought of it that way" or don't realize all the factors and possibly the other people that their complaint or change is affecting.
I also add that the career world is very similiar to the academic world in that more than just the employees of a company are affected by a change. Sometimes the whole company and CEO, etc have been affected as well.
Most times I find that showing them the other side of things is enough to resolve a complaint.
Our institution conducts student surveys based on instructor and school satisfaction. Students are encouraged to place names on survey, but have a right not to. There are multilple "people" in place to be available for student concerns.
Great points, Keith! I would much prefer a students to come forward with a complaint so it may be addressed properly than to have them either be silent and disappear (quit attending) or gripe to other students who aren't in a role to help handle the matter.
Traci Lee
Complaints come about in many shapes, forms, and fashions. In many cases, students just want reassurance they have the support they need. Sometimes complaints come about due to misinformation or miscommunication, which can be resolved in many cases just by taking the time to sit and listen to a student. Getting an understanding of root of the complaint is key to resolving it. It let's the student know we care.
Debra,
It's great that you have someone committed to responding to survey comments!
Traci Lee
We have a student complaint and grievance procedure that students have to appeal a decision.
We conduct student surveys, instructor satisfaction surveys, and we have a formal complaint system that the students can follow. We also give students surveys on things that we can improve. The Director and the Staff have in place an “Open Door Policyâ€.
It sseems that most of us have the same steps: conduct students surveys, conduct instructor satisfaction surveys, and have a formal complaint system that the students can follow. I also find it interesting that some people (even staff and faculty) do not realize that proper English and grammer are required in an e-mail and willwrite about anything. We have a great Student Services Director and she talks to everyone who writes a comment on the survery and reports those back to the Academics Team/. Sometimes it comes off as a student complaining just for the sake of complaining, and not actually having something productive to discuss or address.
