We are a growing school and we take complaints seriously and as a campus administrative i think it is vital for the success of students and overall as a school. So we have devised various ways to do this.
1. Suggestion box
2. Anonymous classroom surveys from students
3. We do have procedure set in the catalog set in regards to the person to contact and then steps o take from there.
4. According to the state regulation and our institutional accredited we have the readily made available the sate regulatory and accreditor contact information in catalog and on posting on campus.
Do have any other suggestion?
Jeremy,
Thank you for sharing such important information. I am still unclear on how the students feel about the language and whether or not the inderstand the process. Sometimes admissions representatives point out the regulatory jargon but are very good at helping the student understand the information thoroughly.
Cindy Bryant
This is the language that is provided via our Enrollment Agreement. Program Specialists are available for questions while the students complete the form.
Jeremy,
WOW! This process is very detailed and thorough. How is this process communicated to the student in "layman" terms?
Cindy Bryant, Facilitator
Curtis,
It's great that your school has several means for reporting concerns. As you know students are usually intimidated by formal processes and have to be directed (hand held) at times.
Cindy Bryant, Facilitator
Mindy,
Once these reach the corporate level how are they handled?
Cindy Bryant, Facilitator
Hi Donna,
If you want to be able to deal effectively with complaints it is essential that you and your students understand the process.
Students need to understand that it is alright to have a concern or complaint as long as they are voicing their concern appropriately. Many schools inform the student of the process but not how to approach the process.
Resolving complaints is easy when trust exists. Yet many efforts at resolving complaints fail for one primary reason, namely fear. When our natural fear of losing something or not getting something we want takes over our brain, our ability to understand another person's perspective usually goes out the window
Cindy Bryant, Facilitator
The student is provided several outlets for complaints or issues. If the student is unsure there are several contacts to find this information. Student handbook, staff, SAS, etc. Depending on the issue, the student should report through the proper channel.
Jeremy, this is very similar to what we provide our students with in California as well. Interesting to see how alike we may be in our handling of student issues.
Our institution follows the guidelines and standards of both our national accreditor and state regulatory agency. Our process begins with providing the student with the steps to take, beginning with the faculty, and ongoing directly to the corporate level if no satisfaction is provided. Additionally, we require both the campus and corporate office to document all student complaints and their final resolution.
Both Student and the School recognize and agree that any dispute which may arise between Student and the School should be resolved as quickly and as amicably as possible. Accordingly, the following procedure shall apply to the resolution of any dispute arising out of or in any way related to this Agreement, any amendments or addenda hereto, or the subject matter hereof, including any tort or contract claim (individually and collectively, the “Disputeâ€):
(1) The parties shall make an initial attempt, in good faith, to resolve the Dispute in accordance with the School’s Student Complaint/Grievance Procedure.
(2) If the Dispute cannot be resolved through the Student Complaint/Grievance Procedure, then the Dispute will be resolved by binding arbitration between the parties.
Arbitration is the referral of a dispute to one or more impartial persons for a final and binding determination and is designed for a quick, practical and inexpensive resolution of claims. Both Student and the School agree that this Agreement involves interstate commerce and that the enforceability of this Resolution of Disputes section will be governed by the Federal Arbitration Act, 9 U.S.C. §1-9 (“FAAâ€). The arbitration between Student and the School will be conducted in accordance with the Commercial Arbitration Rules of the American Arbitration Association subject to the following modifications:
(a) The arbitration will be conducted before a single arbitrator who will be experienced in the resolution of commercial disputes.
(b) The site of the arbitration will be the city of Indianapolis.
(c) The substantive law which will govern the interpretation of this Agreement and the resolution of any Dispute will be the law of the state where the School is located.
(d) The parties may take discovery through interrogatories, depositions and requests for production that the arbitrator determines to be necessary.
(e) In making an award the arbitrator will not have jurisdiction to award to any party in the arbitration (i) consequential or punitive (ii) costs or (iii) expert witness or attorneys’ fees; provided, however, if the enforceability of any of these restrictions on jurisdiction is limited by the applicable substantive law, that restriction will only be enforced to the extent permitted by such law.
(f) The prevailing party in any of the following matters (without regard to Paragraph (e)) will be entitled to recover its reasonable attorneys’ fees incurred in connection with such matters: (i) any motion which any party
is required to make in the courts to compel arbitration of a dispute; or (ii) any appeal of an arbitration award, whether to the arbitrator or the courts, for the purpose of vacating, modifying or correcting the award
(g) All aspects of the arbitration proceeding, and any ruling, decision or award by the arbitrator, will be strictly confidential. The parties will have the right to seek relief in the appropriate court to prevent any actual or threatened breach of his provision.
For students attending a campus in the state of Ohio, all student complaints should be first directed to the school personnel involved. If no resolution is forthcoming, a written complaint shall be submitted to the director of the school. Whether or not the problem or complaint has been resolved to his/her satisfaction by the school, the student may direct any problem or complaint to the Executive Director, State Board of Career Colleges and Schools, 35 East Gay Street, Suite 403, Columbus, Ohio, 43215, Phone 614-466-2572; toll free 877-275-4219. Students attending a campus in the state of Indiana can also contact the Indiana Commission on Proprietary Education, 302 W. Washington Street, Room E201, Indianapolis, Indiana, 46204-2767.
Complaints tend to go through a chain of command but come through at a campus level and then proceed on to our administration at the corporate level if need be.
Erica,
Once a student brings a grievance to your attention what is your organizations next steps?
Cindy Bryant, Facilitator
Students are given instructions on filing a grievance against the school during the enrollment process. The grievance policy is outlined in student handbooks as well.
