Jeffrey,
Many people feel that compliance is important during an accreditation or licensure visit NOT TRUE, compliance is an ongoing process. Bravo for having a compliance team who reviews files regularly.
Cindy Bryant
Shannon,
Thank you so much for sharing your colleges complaint process. It is wise to offer several vehicles in which a student may air their complaint.
Cindy Bryant
We have a compliance department that regularly checks files on weekly basis. Student data is also high priority to secure because FERPA at all times.
When I was in grad school. There were moments, I needed my educator to resolve issues. However, once we talked, I felt like he wasn't be able to respond due to school policies. So I would write formal letters to the school director but she wouldn't respond as well and just email the letter back to the educator. What can a student do here? As students become easily frustrated if not understood or listened to.
At the institution I work with complaints are addressed as soon as they are logged (usually within 24hours).
All students are given the complaint formality outline when admitted as well as it is posted in the student lounge area.
Complaints can be logged with the teacher (or if they do not want to be named) can be left anonymously in a drop box that is checked daily.
Meetings are arranged to ensure that the complaint is understood and addressed and satisfied. Unfortunately not every complaint is valid and sometimes students have unrealistic expectations but the mediation process hopefully allows for clarity making the situation satisfactory for all parties involved.
Andrew,
A student hotline is a wonderful way to let students know that they have the freedom to report indiscretions. It also sends a message to the students that the school is ethical and has nothing to hide.
Cindy Bryant
IN my institution we have in place a hotline students can call, in addition to access to the campus director to speak to directly.
Caterina,
Great point! Thank you for reminding us that accreditors and state regulatory agencies provide colleges with detailed guidelines regarding student complaints. For instance, in Texas not only does TWC provide guidelines for student complaints these guidelines must be in the catalog and posted in a highly visible area. What about other states?
Cindy Bryant
Our institution follows the guidelines and standards of both our national accreditor and state regulatory agency. If after remediation, a solution is not found at the campus level, then our corporate offices would intervene.
The process is outlined in the school catalog/student handbook. Contents of the catalog and handbook are reviewed with employees and students.
Carlos,
Excellent, surveys that are done on a regular basis that are analyzed often have the ability to impact a school's positive growth.
Cindy Bryant
We have on a regular basis a classroom surveys from students (all of them anonymous)along with regular procedures for complaints clearly stated in the school catalog
We have on a regular basis a classroom surveys from students (all of them anonymous)along with regular procedures for complaints clearly stated in the school catalog
Our school requires every student to evaluate the class, their instructor, and the school as a whole. We ask specific question regarding their satisfaction and room to leave remarks whether positive or negative. We have students complete these evaluations on a regular basis. We also allow them to be left anonymously or add their name.
Each student is also made aware they can speak with the program director at anytime during their time with us. He has an open door policy.
I believe each student is comfortable enough to use one of these tools.
Ronald ,
This is such a great idea! Some accrediting agencies require that students have input into the curriculum. The fact that you have regularly scheduled meetings with students participating is commendable.
Cindy Bryant
At our school Students are members of our Curriculum Committee, along with Course Directors and Faculty. Student input is presented during regularly scheduled Meetings. Students have been instrumental in changes.
Our institution has a formal complaint poloicy published in the school catalog which provides contact information to our accrediting agency and the state licensing agency. The policy describes what and who a student may contact within the school and a suggested protocol that starts with the appropriate faculty member. In the solution provided by the state licensing agency and/or accrediting agency is not to the students satisfaction, the student may go to corporate management to resolve an issue. Of course the student always has recourse to the various government consumer agenencies as well.
Karine ,
Great idea...this way each student can be heard and their problems resolved.
Cindy Bryant
Hi Cindy
ours is many tiered. we go thru a process where we try and find a solution at the basic level. if a student has a complain against a teacher, that student must first go to the teacher and try and resolve the issue. if it isn't resolved, both the teacher and student go to the supervisor of the teacher. if it still isn't resolved, all three go to the dean of student affairs. the dean will try and work with all parties to resolve the issue and help set new guidelines to hopefully prevent a recurrence.
Sandra
Our processes are outlined in the University Catalog. Additionally, we require documentation of all complaints and actions taken to respond to the complaint.
