We have the student representative meeting every eight weeks, they can meet with Director from different Department that resolve their problems and concerns and addition they have the student case form to record their grievances against faculty.
We go through the proper chain of command to ensure that best practices are being met to resolve any problems or complaints.
Complains are address at orientation with all the information given in the school catalog. They then have time to re-read and understand .
I agree with the following:
Our institution follows the guidelines and standards of both our national ac-creditor 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.Also provide the most appropriate information to help the student to understand our process.
In this case they would be directed to the Director of Admissions. The process would still be the same with following the chain of command. If we can not resolve the issue through the DOA then the student can schedule to meet with the Campus Director.
Kelly,
In the event a student has a complaint with admissions or administration who would they be directed too? How is this different from educational complaints?
Cindy Bryant
If a student has a complaint the Admissions Rep that works with that student will direct them to the appropriate person to speak with. If the complaint is in regards to class then the student would be directed to the program director. If the situation can not be resolved by the program director then the student will meet with the Academic Dean.
Kimberly,
H! Welcome to the forum. I think that a Fair Board Review is a great idea. This is a good way to show students that you respect their concerns and are willing to listen. Bravo!
Cindy Bryant
There is a fair board review process in place that allows students to audit their final grade. The board consists of all entities represented at the institution from student to administrator.
Our Student Handbook outlines the formal procedures for handling student complaints, which includes two levels of institutional appeal.
Informally, campus directors and other senior officials have an open-door policy, although students are encouraged to follow established procedures. Misunderstandings can often be resolved quickly and informally, however.
Brandy,
Having a clear and concise complaint policy is critical to the success of a school. It allows students to vent their frustrations which minimizes the risk of the student going to the state, accreditor, USDE or filing a lawsuit. Being heard is very important.
Cindy Bryant
From the time the students begin the program we strive to keep communication lines open and encourage them to place in writing, any questions or concerns they may have. At that time we address the issue at hand by keeping our standards but also taking into consideration, the students needs and concerns.
Patrick,
Hi! It sounds as if your campus and state has a great system in place for fielding student concerns and complaints.
Thank you for sharing.
Cindy Bryant
If a student has a complaint or grievance, it would be reported to the classroom instructor. If the problem cannot be resolved, it shall be brought to the next highest level official in the NTTS management. The COC, will include, but is not limited to the DOE, School Director, VP, and President of NTTS. If the student does not feel the school has satisfied their concern, as part of the accrediting guideline, the student may contact the ACCCSC. They may also submit a complaint to the NYS DMV. This information is posted and available to every student.
Sheri,
Hi! Thank you for sharing your schools thorough complaint process. I really like the idea of student tracking for documentation purposes. We used to say "If it isn't written it didn't happen." :)
Cindy Bryant
At our institution we have a standard in place for the student to complain. The student is to follow the chain of command. The procedure is to have the student voice a concern to the instructor first. If not satisfactory solution, then the instructor's superviser which is usually a Department Chair. If the student is not happy yet, then a meeting with the instructor, department cahir, Dean and the student. Moving on up the line to the President of the college. Sometimes though the student believe they should not comply with the steps and try to go to the top. Happily, the president is very understanding of the student's thought process and then responds to the student's demands by discovering if the student has followed the process. I have told the students in the past, I really do not care if you have the president on speed dial, there is still a process policy in place to follow. I remind them the president will ask my dean first about the process to see if it has been complied with. The other thing we use is in the Student Information System. We have what is called Student Tracking. This allows us to put in notes in the student record. This is a huge time saver. Sometimes if the student does not get the answer the student was looking for they will "shop" for the answer they want. The student will see numerous academic advisors to try to work the system. The Student tracking notes allows each of us to share information about the last encounter with the student, the steps given to the student to resolve the problem and the outcome of that encounter.
Gail,
Thank you for sharing your school's complaint policy. It is parentage that your school has taken much time to develop a policy that provides guidance on 360 degree level.
Cindy Bryant
Students are provided the school's Grievance Policy which includes a discussion with the faculty or staff person directly involved in the complaint. If not resolved at this level, the Director and/or Academic Dean are to be contacted, the complaint provided in writing including a suggested resolution, and the document and agreed-upon resolution recorded and maintained for review.
Gloria,
Hi! It is really great that you have students sign off on the grievance policy at your campus. It's important to remind your students about their rights now and then: Students should always request a meeting if they have a concern.
Cindy Bryant
Our school has a grievance policy listed in the school catalog and also on our website. Upon enrollment the student is asked to read and sign this policy in the presence of the school administrator. That signed policy then goes in their personel file. This policy states how a grievance will be handled on the individual level then administration level. If the conflict is not resolved the policy also has the name, telephone number and street address of the state board of massage therapy.
