Comprehensive Standard 3.13B
Policy Compliance - Complaint Procedures against the Commission or Its Accredited Institutions
The institution complies with the policies of the Commission on Colleges.
Complaint Procedures against the Commission or Its Accredited Institutions
Applicable Policy Statement. In addition to FR 4.5 regarding complaints, the Commission also requires, in accord with federal regulations, that each institution maintains a record of complaints received by the institution. This record is made available to the Commission upon request.
Documentation: Normally, this record will be reviewed and evaluated by the Commission as part of the institution's decennial evaluation; however, during the fifth-year interim review, when addressing this policy statement, the institution should provide information to the Commission describing how the institution maintains its record and (1) individuals/offices responsible for the maintenance of the record(s), (2) elements of a complaint review that are included in the record, and (3) where the record(s) is located (centralized or decentralized).
Judgment of Compliance: Compliance
Narrative/Justification for Judgment of Compliance:
As identified in FR 4.5, St Petersburg College provides access to three types of complaint procedures: complaints, appeals, and grievances. Each type has identified individuals/offices responsible for the maintenance of the record(s), forms identifying the types of elements used in the complaint review are provided, and the location is dependent upon the type.
Student concerns fall into the following categories:
1. Complaints: Complaints may be academic or non-academic in nature and focus on dissatisfaction with a facility, service, or product provided by the College.
2. Appeals: Appeals may be academic or non-academic in nature and are a formal request asking for a change in a decision made. They occur after a student has had an action taken against them by the College that they deem unfair or in violation of their rights.
3. Grievances: A grievance is an action where an individual alleges that his or her rights have been violated without rational basis or done in bad faith. Special grievances focus specifically upon discrimination and sexual harassment.
Below is a chart that condenses the information found in FR 4.5, specific to this standard.
|
Complaint Type |
Individual Responsible for Record Maintenance |
Location of Records |
Elements of Complaint Review |
|
Academic/Non-Academic Complaint |
Receives complaint - Campus Associate Provost |
Centralized electronic repository |
The initiating electronic record includes: student name and ID number, contact information, the date the complaint was filed, the subject of the complaint, the name of program or department that the complaint refers to, the category of the complaint (academic or non-academic), and details regarding the complaint. Follow up information includes the complaint status (in progress or resolved), supporting documents, and the resolution with a copy of the College administrator’s response. |
|
Processes
complaint - College Administrator |
|||
|
Oversight - SVP Student Services |
|||
|
Academic Appeal |
Receives complaint - Dean |
Initial Record - centralized electronic repository |
Includes: student name and ID number, program of study, contact information, the term to which the appeal pertains, the campus, the specific course if applicable, and an appeal statement. Follow up information includes meeting set up for Student Academic Appeals Committee and decision rendered. |
|
Processes complaint - Student Academic Appeals Committee to Dean |
Follow-up Documentation - Campus Office - in process of moving to a centralized electronic repository |
||
|
Oversight - SVP Instruction and Academic Programming |
|||
|
Non-Academic Appeal |
Receives complaint - Campus Associate Provost |
Initial Record - centralized electronic repository |
Includes: student name and ID number, contact information, type of appeal and associated information, the campus, and an appeal statement. Follow up information includes decision rendered. |
|
Processes complaint - Associate Provost |
Follow-up Documentation - Campus Office - in process of moving to a centralized electronic repository |
||
|
Oversight - Provost |
|||
|
Discrimination Grievance |
Receives complaint - Equal Access / Equal Opportunity Office (EA/EO) |
Initial Record - centralized electronic repository |
Includes: student name and ID number contact information, position, name of discriminating party and where he/she works or their position, details of the incident, other people who have knowledge of the facts, Follow up information is kept in a case study folder and includes the mutual resolution form if such is reached. |
|
Processes complaint - EA/EO Office |
Follow-up Documentation - EA/EO Office |
||
|
Oversight – Appeals Officer chosen by the President |
|||
|
Sexual Harassment Grievance |
Receives complaint - Campus Associate Provost or EA/EO Office |
Initial Record - centralized electronic repository or EA/EO Office |
Includes: student name and ID number contact information, position, name of discriminating party and where he/she works or their position, details of the incident, other people who have knowledge of the facts, Follow up information is kept in a case study folder and includes the mutual resolution form if such is reached. |
|
Processes complaint - General Counsel Office |
Follow-up Documentation - General Counsel's Office |
||
|
Oversight - President |
Note: Due the sensitive nature of discrimination case study documentation, summaries have been created as examples in FR 4.5