Our process is similar to others schools. Student inquiries or complaints are moved up the food chain.
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 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.
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!
Ashley,
Your confidence in your team is refreshing. It is always nice to have a team environment.
Cindy Bryant
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.
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.
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
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.
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
We currently use our accreditation standards and our regulations.
Troy-Thanks for your quick response to the question regarding how you respond to student complaints.
Cindy Bryant
I feel like every institution should have a solution to this in every department & on every level.
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.
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.
Our school's first step was to work with our CIE liaison during the probationary license stage of our school. We have not had any complaints, however, there is a clear mechanism in place if one is encountered. The processes is as follows:
- Record in writing the nature and exact details of the complaint.
A copy of the written complaint will be shared with all involved parties.
A physical, virtual, or telephonic meeting will be arranged within two (2) business
days of the official registration of the complaint.
Every effort will be made to reach consensus among the parties. If agreement cannot be reached our school will, at its expense, retain a certified conflict mediation specialist and abide by his/her recommendations.
In case of unresolved conflict, contact the commission for Independent education,
325 W. Gaines St, Suite 1414, Tallahassee FL, 32399-0400.
Toll-free telephone: (888) 224-6684
The CIE team believed this approach was fair to both school and student, and has approved it annually as part of our license.
Ar our institution, we do two things. One we hace monthly evaluations in each class for the students so they can write down anything complsints they may ahve and it is dicussed as a group with each class that way all the students head as well as the instructors. the other thing we have in place that is set in our rules and regualtions is a chain of command. Any legitimate complaint that a student may have needs to be directed to the director in writing. it is then reviewed in 30 days and the out come is discusssed with the student.
Our institution currently uses our accreditation standards and our regulations. Student is encouraged to follow the chain of command, beginning with their instructor.
At our institution we follow guidelines set by our accrediting body. We first like to follow the chain of command within our academy to ensure that we fully understand the complaint and work effectively and efficiently to resolve the issue and make our academy a great place to learn. If the student feels that we did not adequately handle their complaint we do offer complaint procedures in the Student Catalog which is given to them at our Admissions meeting and in our Student Handbook which is given to them after the enrollment process at our orientation. The information is readily available to our students at any time.
Janel,
Hi! Dependent upon your accrediting body your complaint policy could vary. Most accrediting agencies have very similar policies that require their institutions to publish the complaint policy in the catalog (which you do) document complaints in writing, resolve complaints in a timely fashion. Sounds like you are taking care of these elements in order to stay in compliance.
Cindy Bryant
