Student Complaint Process Committee Recommendations

As discussed at the end of the year AAUP meeting, here are the recommendations from this committee. Please share your thoughts/concerns with the members of the committee, with Dr. Pollard, and here.

Student Complaint Process Committee Recommendations
Committee Members: Dr. Debra Bright, Carmen Poston-Farmer, Dr. Michelle Scott, Dr. Jim Snieziek, Dr. Clemmie Solomon, Dorothy Umans, Dr. Beverly Walker-Griffea, Dr. Eun Woo Chang

Montgomery College Should:
Centralize all student policy and processes on the website that students need to lodge a concern with college personnel. The area would have its own portal from the front page. We suggest it be identified with the symbol of a shield. The portal would contain information about each policy and process that defines the type of concerns that can be submitted with the linked form. Equity and diversity information and forms will be linked to this site from the portal.
Develop a form that will encompass all student concerns except the grade appeal process and equity and diversity issues.
Ensure every office has copies of these three forms for distribution.
Provide training for front office personnel so they understand how to complete the form and have a level of reference for any questions they may be asked.
Add to the Acceptable Use Policy a statement about the use of social media.
Develop a process so that students will read the Acceptable Use Policy before they register each semester.
Adopt a college civility policy.
Add three student processes for concerns or complaints to the college for supporting student success.

 

Student and Public Concerns Procedure
Status:
No clearly Defined Written Policy/Procedure at Montgomery College

Definition:
This procedure is designed to address issues such as written concerns about customer service, food service, parking availability and similar concerns. This process will not forego the necessity of all offices being actively participatory in resolving student or general public concerns. Each College member has the duty to assist students or the general public through this process or act on their behalf.

Recommended Procedure:
A concern that remains unresolved through informal means may be resolved through a formal process for resolution. The formal procedure is as follows:

1. All written concerns will be accepted and investigated as long as the concern contains the complainant’s name and contact information. The Student and Public Concern Form will be available on-line and in paper format in all offices.
2. Concerns will be addressed to the Associate Dean of Student Services on the various campuses and the Director of Operations, WDCE.
3. The Associate Dean of Student Services and/or Director of Operations, WDCE will forward the written concern to the appropriate administrator for review and follow-up.
4. College administrators will maintain a file with all written concerns received within their area of responsibility and send to the Office of the Senior Vice President for Academic Affairs and Senior Vice President for Student Services at the end of each academic term.
5. The Student Services Operations Director will review the written concern logs to ensure:
Each concern was addressed in a fair, consistent and timely manner
Tracking occurs when specific issues occur repeatedly and/or at multiple locations
Changes or adjustments are made to lessen or eliminate specific issues or problems
6. The Student Services Operations Director will provide a report to the Senior Vice President for Academic Affairs and Senior Vice President for Student Services following the end of each academic term. This report will provide a Collegewide summary of all written student and public concerns and will be available for review to the College community on MyMC.

 

Student Academic Complaints

Status:
No Clearly Defined Written Policy /Procedure at Montgomery College

Definition:
An academic complaint is defined as an issue related to classroom instruction (other than a grade dispute), including concerns about acceptance or non-acceptance of late assignments, faculty absenteeism, or lack of faculty responsiveness.

Recommended Procedure:
A student who has a specific academic complaint involving a faculty member that remains unresolved through informal means, may enter a formal process of problem resolution. A student wishing to initiate a formal academic complaint must follow the following procedure:

1. Schedule an appointment with a Counselor to discuss the problem and receive guidance on how to move forward.
2. The student may request a meeting with the appropriate department chairperson, if so advised. Prior to scheduling the appointment the student may complete an Academic Complaint Form including a written description of the problem and the resolution the student is requesting. The Academic Complaint Form may be obtained from the Counseling/Advising Center on each campus, any academic department, the Office of the Dean of Student Development, the Office of the Senior Vice President for Academic Affairs, any WDCE Customer Service Office, or on-line.
3. The appropriate department chairperson will review the case, and the decision will be communicated to the student via formal correspondence. If the problem is not resolved at the department chair level then the Academic Complaint Form and the chairperson’s recommendation will be forwarded to the appropriate dean.
4. The appropriate dean will review the case, and the decision will be communicated to the student via formal correspondence. If the problem is not resolved at the dean’s level, then the Academic Complaint Form, the chairperson’s recommendation, and the dean’s recommendation will be forwarded to the College-wide Academic Appeals Committee for review.
5. The College-wide Academic Appeals Committee will review the case, and the decision will be communicated to the student via formal correspondence. If the student is not satisfied with the decision of the Academic Appeals Committee, s/he may appeal to the Senior Vice President for Academic Affairs. At this point, the student has a right to meet with the Senior Vice President to provide additional support for his/her case, but is not required to do so.
6. The decision of the Senior Vice President for Academic Affairs is final. The decision will be communicated to the student via formal correspondence.

*Adapted from Howard Community College

Revised: 5/1/12

 

Student –vs- Student Complaints

Status:
Policy/Procedures exist at Montgomery College via Student Code of Conduct
*See Montgomery College Student Code of Conduct – page 10 – Section XII – Case Referrals

Any faculty member, staff member or student can file a complaint concerning a student or student organization suspected of a violation of the Student Code of Conduct with the appropriate Associate Dean of Student Development or the designated Instructional Dean of Workforce Development and Continuing Education.

Current Procedure:

1. Student complaint is filed with the Office of Safety and Security (for emergency situations) or the Associate Dean of Student Development (for non-emergency situations).
2. The Associate Dean of Student Development or designated Instructional Dean of WDCE initiates investigation within 5 business days.
3. After preliminary investigation the Associate Dean of Student Development or Instructional Dean of WDCE may dismiss the complaint as unfounded or initiate disciplinary proceedings. Any decision will be communicated to the student via formal correspondence.
4. Depending on the severity of the charges (charges subject to possible suspension or expulsion), the student shall be afforded the right to a disciplinary hearing. All other cases shall be resolved after an informal disciplinary conference.
5. If a disciplinary hearing is necessary, the student will be notified in writing of the findings and conclusions within 10 business days after the hearing. The notice will inform the student of any sanctions to be imposed and about any right to appeal.
6. For cases resulting in a disciplinary conference, students will be notified in writing of the decision and any applicable sanction within 5 business days (by the Associate Dean of Student Development or appropriate Instructional Dean in WDCE).
7. If the student is not satisfied with the decision, s/he may appeal to the Senior Vice President for Student Services. At this point, the student has a right to meet with the Senior Vice President to provide additional support for his/her case, but is not required to do so.
8. The decision of the Senior Vice President for Student Services is final. The decision will be communicated to the student via formal correspondence.

Footnote:
A Disciplinary Conference is defined as a meeting between the appropriate dean and the student.
A Disciplinary Hearing involves a review by a campus-based panel consisting of 3 faculty members and 2 students.

Revised: 5/1/12