We have a chapter in our student handbook regarding the internal complaint and grievance procedure that involves the instructor, principal or management of the program.
Most complaints/concerns can be resolved in an informal manner.
Additionally, the state DOE information is posted for the student as well.
At our institution we have a team dedicated to each student. We have procedures in place to ensure that students can voice their concerns and our leadership team is dedicated to ensure those concerns are addressed immediately.
I feel like every institution should have a solution to this in every department & on every level.
Troy-Thanks for your quick response to the question regarding how you respond to student complaints.
Cindy Bryant
We currently use our accreditation standards and our regulations.
Allison,
Taking a proactive stance to address student complaints speaks highly of your campus and it's associates. THis shows that compliance is not just a word but a way of doing business. Bravo!
Cindy Bryant
At our institution we have a set chain of command that we discuss in orientation with the new students. We also have it located in the school Catalog as well as the Rules and Regulations. All complaints are done thru the Director of Student Affairs and it must be done in writing. We tell students they must follow this procedure that way everything can be taken care of properly and timely.
I think that in every school there should be a position to work with students and their complains and also to explain to students what is the appropriate method for voicing their concern and act as a mediator
If one of our students have any complains or issues we have a open door policy. The important thing is that the student is heard and helped.
We use an independent 3rd party to conduct student surveys at the end of each class and all surveys are reviewed by the General Manager. In the event a student has a complaint before the last day of the class the GM will meet with the student one-on-one to discuss issues and resolve the grievance.
Ashley,
Your confidence in your team is refreshing. It is always nice to have a team environment.
Cindy Bryant
Our institution follows standards. We have an education director on campus at all times. Therefore, if a student does not see results that they are looking for from their instructor/department head they are able to go to our education director for help. The issue is usually resolved by the time they meet with the education director. Never have to go in to the process of a formal letter. We have a great team!
Our institution has provided students with specific departments to address complaints and adheres to all federal, state, and national accreditor agencies. Communication is important, so we make every effort to follow up with students in a timely fashion. Documentation is equally important, for the students and for the institution.
We have suggestion boxes located in the student break room as well as weekly inventory forms that they fill out to express any complaints or concerns they have
Our process is similar to others schools. Student inquiries or complaints are moved up the food chain.
Tony,
As a small school your reputation is very important. Addressing student complaints is critical and the higher your student satisfaction the better. Word of mouth is your best advertising.
Cindy Bryant
I also agree and I advise my new studend that not only myself, but other admissions reps in my department are also here should a student have a concern or an issue. I let that student know they are my top priority and should there ever be an issue that we will do everything we can to address their issue and concern looking for a postive outcome for all involved.
We are an small school and of course we are paying very serious attention to any complaint. In my personal experience, our open door policy works very well with all students. The first positive thing I have felt is that the student knows that his opinion it is always important for us. When the complaint is not valid for any reason, we take the time to make our student to understand the reason why we have certain rules or why we are following certain lineaments in order to accomplish our goals. Direct communication in between teachers and students are extremely important to avoid rumors or just to avoid unnecessary complaints.
Joanne,
Many complaints can be avoided if the college has an "open door" policy. Open doors can lead to open lines of communication.
Cindy Bryant
Establishing open communication with the student is key. From the moment the student starts school, to their classroom experience with faculty. Sustaining open door policies, having the student issue addressed and keeping record of the formal complaint all lead to effective conflict resolution.
