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
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.
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
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.
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
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.
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.
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
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.
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
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.
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.
Complains are address at orientation with all the information given in the school catalog. They then have time to re-read and understand .
We go through the proper chain of command to ensure that best practices are being met to resolve any problems or complaints.
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.
Our processes are outlined in the University Catalog. Additionally, we require documentation of all complaints and actions taken to respond to the complaint.
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
Karine ,
Great idea...this way each student can be heard and their problems resolved.
Cindy Bryant
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.
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.
