1. Student Complaint Logs Jodi Pettazzoni – Director, Office of Assessment and Accreditation Kim Zinke – Project Manager, Office of Assessment and Accreditation Brett Carter – Dean of Students Todd Davis – University Counsel

2. Federal Requirement 4.5 “The institution has adequate procedures for addressing written student complaints and is responsible for demonstrating that it follows those procedures when resolving student complaints.” (Southern Association of Colleges and Schools Commission on Colleges [SACSCOC], 2012)

3. Policy Statement “Complaint Procedures Against SACSCOC or its Accredited Institutions” “…each institution is required to have in place student complaint policies and procedures that are reasonable, fairly administered, and well publicized. The Commission also requires, in accord with federal regulations, that each institution maintains a record of complaints received by the institution.”

4. UNCG Definition UNCG is responsible for defining the parameters of student complaints. Our criteria are: 1.Complaint against a policy, for example –Includes grade appeals –Student Grievances –Discrimination Complaints –FERPA Complaints 2.Written and “signed”

5. Syllabus A syllabus is NOT a contract Any instructor can change the syllabus Clear communication on syllabus changes is recommended

6. Complaint Against Policy Student indicates, directly or indirectly, that UNCG did not follow a policy or procedure. Policies located on Dean of Students site http://sa.uncg.edu/handbook/policies / http://sa.uncg.edu/handbook/policies /

7. Examples Student, who has a family emergency, sends an email to the Department Head with concerns about how the instructor’s strict enforcement of the attendance policy is causing her distress. A student submits a retroactive grade appeal to the Students First Office. The student writes in the appeal how she failed all her courses because her employer scheduled her to work during class time. A group of students submits a written appeal to Parking Services because they are not happy with the enforcement of the new parking policy. According to the students, limited parking on campus is the cause for many students to park in No Parking Zones.

8. Examples During a meeting with a faculty member, the student discloses that he wishes to file a grievance against another instructor who graded his paper unfairly. The student sends a follow up email regarding his concerns several weeks later. The Dean of Students Office receives an email from a student with concerns about how she is being treated by the Under Water Basket Weaving Department. The Dean of Students Office forwards the email to the Department Head.

9. Not to be Included on Log Verbal or anonymous complaints Instances when faculty initiate a proceeding (unless student challenges application of policy) – e.g. Academic Integrity citation of student by faculty “Beef stroganoff” complaints

10. When in doubt – LOG!

11. Process and Timeline Communication about process in fall semester Log complaints according to spreadsheet Communication in March/April for collection of logs by July 15 Send logs to kpzinke@uncg.edu

12. Questions?