At my institution we feel open communication is the biggest opportunity for student success and happiness. From the time of application the student will be assigned an Admissions Advisor and Financial Aid Advisor to help them along thier journey. The Admissions Advisor can assist the student at any time with complaints but if it is beyond them we then follow a policy of getting the student to a Manager, then Director, the VP, and so on. Once a student is enrolled in class they are assign a Success Coach to help them succeed as a student. As a student we really encourage them to reach out to the instructor first and from there the Success Coach. Similar to the Admissions and Financial Aid the student has the opportunity to talk to Managers and beyond.
Zach,
Thank you for sharing such a great practice, a success coach sounds like a great idea. Students need someone to reach out to quickly if a crisis arises. Being able to discuss ideas and strategize with someone may be the difference in staying in schools or not.
Cindy Bryant
At my institution each student is assigned an Admissions Advisor and once enrolled and admitted a success coach. These two people are always reachable via email and on the phone during the day for students to submit complaints too and resolve in a timely manner as quickly as possible using the resources and information given to them by the institution and student.
Brandi,
I strongly support the instructional team being the first level in resolving complaints. Many times complaints may extend beyond the scope of the classroom and faculty should always be encouraged to move the complaints to the appropriate level. I love the title Success Coach.
Cindy Bryant
We encourage students to connect with their professors first to attempt to resolve whatever issue they may have in classes. They are also able to connect with their Success Coach,who advising them on the next steps to take.
I find it is very effective. Nothing frustrates a student more than not being able to get answers or speak to the appropriate people.
Just this week an upset student spoke with me in regards to a financial aid issue. Being able to get him directly to a manager of financial aid got his questions answered, and concerns addressed. The student called me back shortly after thanking me for getting him assitance so quickly.
A willingness to help, be honest, and be transparent goes a long way.
Adam,
Hi. Welcome the Forum. Do you feel that the open door policy is effective at your school? Please provide examples.
Cindy Bryant
Our institution has an open door policy. When a student has a complaint they are from day one encouraged to reach out to an advisor to get them to the appropriate department. Once there, they will be assisted or transfered to management for more serious issues.
Complaint procedure is printed in our school catalog where as procedure is posted on the student bulletin board, therequired step students have to follow.It isclearly indicate that all the complaint must be in writing.
Samone,
Welcome to the forum! The hotline is an effective tool for reporting complaints. Students and employees may feel more comfortable sharing their concerns via telephone or email.
Cindy Bryant
Presently, there is a student complaint program in place to ensure that students' complaints are addressed timely and appropriately. It consists of a hotline as well as an email and postal address where students can submit their complaints. Complaint investigations must start promptly within 24 hours.
Kristeen ,
The chain of command is very important and the faculty pay a huge role it in assisting the students in following this protocol. There are additional strategies that are proven effective such as open door policies, suggestion boxes, etc.
Cindy Bryant
First step would be for the student to talk with his/her educator to try and resolve the dispute. If that did not suffice the next step would be to write a formal complaint to the Director of the school.She should take care of this within 10 school days. If the student still feels that it's not taken care of they can submit a complaint to corporate office.
Lino ,
Welcome to the forum-It sounds as if your institution has a full understanding of the compliant procedures not only at a state level but also at an accrediting level. Thank you for sharing your thorough plan.
Cindy Bryant
Cindy, in my institution if a student has an issue or grievance it is preferable that the student first takes the issue to an instructor, Program Director or appropriate acedemic department. If the student feels that the complaint has not adequately been resovled the student must then address it in writing to the Campus Director or the College President.
Schools accredited by the Accredeting Commission of Career Schools and Colleges must have a procedure and operational plan for handling student complaints. If after exhausting all means of resolution on campus, a student does not feel that the school has not adequately addressed a complaint or concern, the student may then consider contacting the Accrediting Commission. All complaints submitted must be in written form, with permission from the complainant(s)for the Commission to foward a copy of the complaint to the school for a response. The complainant(s) will be kept informed as to the status of the complaint as well as the final resolution by the Commission.
In addition my institution is licensed by the State of Texas. If a student feels the school has not adequately addressed a grievance or concern, students may contact the state licensing in writing at:
The Texas Workforce Commission,
Career Schools and Colleges Section,
101 East 15th., St. Austin TX 78778-0001
Bernadette,
You have a provided an incredibly detailed explanation on how your campus handles student complaints. No doubt that this area is covered.
Cindy Bryant
Our program is within a community college so we follow a common complaint procedure with all state colleges. Complaints are usually resolved at the first level ( see complete policy below) through informal discussion between the parties that any or may not be facilitated by a faculty or administration member. Rarely the rest of the very formal policy is used. In our program we emphasize professionalism and honesty from the beginning and incorporate a class on active listening and objective responding in the first week of the program. We try hard to foster respect for diversity in hopes of avoiding conflict.
Our published policy is below:
Level One - Informal Procedure
This is the informal stage where most complaints are resolved. The Grievant and the Responding Party should consult with the Student Grievance Officer at this time.
A student grievant initiates the informal phase of the grievance process. The grievant shall first present his/her complaint orally and informally to the Responding Party within thirty (30) calendar days following the instructional period when the grievant knew or should have known of the grievable act or inaction.
The Responding Party must respond to the Grievant's complaint within ten (10) days.
LEVEL TWO - FORMAL PROCEDURE
Prior to filing a written grievance at Level Two, a Grievant must consult with the Student Grievance Officer. The Responding Party should also consult with the Student Grievance Officer at this phase of the process.
L2 - Step One
The Student Grievance Officer shall notify the parties in writing when a complaint is not resolved informally at Level One.
The Grievant may, within ten (10) calendar days after receipt of the Student Grievance Officer's written notice, file with the Student Grievance Officer a formal written grievance. The Student Grievance Officer shall deliver the grievance, and all supporting documents, if any, to the Responding Party within five (5) calendar days. If the Responding Party is unavailable at the time the grievance is filed, the Student Grievance Officer shall use reasonable means to deliver the grievance within a reasonable period of time.
The Responding Party shall forward a written response to the Student Grievance Officer within ten days of his/her receipt of the grievance. The Student Grievance Officer shall deliver the written response to the Grievant within five days of receipt.
L2 - Step Two (Supervisor Level)
If the grievance is not resolved to the satisfaction of the Grievant within ten days after his/her receipt of the Step One response, or if no written response is submitted, the Grievant may within ten (10) calendar days after the written response was received or due, request the Student Grievance Officer to forward the written grievance and response, if any, to the supervisor of the Responding Party, with a copy to the Senior Officer of the work area of the Responding Party.
The supervisor shall investigate the grievance and confer with the Senior Officer. The supervisor shall forward his/her written decision to the Student Grievance Officer, within ten days after receipt of the Step Two grievance. Thereafter, the Student Grievance Officer shall deliver the decision to the Grievant and the Responding Party within five days.
At any time before the issuance of the Supervisor's Step Two decision, the Senior Officer may request that the parties meet to discuss the issue and attempt to resolve it.
L2 - Step Three (Student Grievance Committee Level)
If the grievance is not resolved to the satisfaction of the Grievant within the period allowed at Level Two - Step Two, the Grievant may request a hearing before a Student Grievance Committee. Such a request must be in writing and presented to the Student Grievance Officer within ten days from the issuance of the Supervisor's Level Two - Step Two decision.
Within ten days of the Student Grievance Officer's receipt of the Grievant's request for a hearing, the Student Grievance Officer shall arrange a hearing before a Student Grievance Committee. The Committee shall deliver its findings and recommendations to the Student Grievance Officer within ten calendar days following the hearing. A copy of the Committee's findings and recommendations shall be delivered to the Grievant, the Responding Party, and the President or his/her designee, within five calendar days of receipt.
Within ten days of the President's receipt of the Committee's findings and recommendations, the President or his/her designee, shall issue a written statement accepting, modifying or rejecting the Committee's recommendations.
The decision of the President, or his/her designee, shall be final and binding on all parties.
Mallik,
Thank you for your quick response and posting in the forums.
Cindy Bryant
It is so much part of our day to day operation, i don't know how i forgot about it. Anyway that would be my first on the list.
Mallik,
It sounds as if you have every dimension covered in regards to complaints-the only thing that you didn't mention was an open door policy which allows the students the opportunity to approach the management team with concerns.
Cindy Bryant
