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North Central Missouri College
Student Complaint Policy

The North Central Missouri College (NCMC) Student Complaint Policy is available to students who wish to have a concern resolved regarding a process or person of the college community not covered by existing policies. The objective of the NCMC Student Complaint Policy is to resolve concerns as quickly and efficiently as possible at the level closest to the student. A complaint should be filed during the semester of occurrence but no later than 60 days from the first day of the following academic semester.  

There are four main categories of complaints. These categories are academic, non-academic, business operations, and harassment incidents.

Academic complaints/grievances are reported through the appropriate academic leadership for resolution beginning with the faculty members, then respective Dean or Director, as appropriate. Information regarding the policies and procedures for students who wish to purse academic complaints and grievances are detailed in the Academic Catalog.  The Student Handbook and Nursing Department Handbook also contain procedures.  Students who wish to purse academic complaints and grievances should follow the prescribed policies and procedures outlined in the respective publication.

Non-academic complaints/grievances are submitted to the Dean of Student Services for addressing appropriate action/resolution. This policy/procedure is identified in the College Catalog, as well as the Student Handbook. 

Business Operations complaints/grievances are submitted to the Chief Financial Officer for addressing appropriate action/resolution. 

Harassment incidents are submitted to the Title IX Coordinator for addressing appropriate action/resolution.

Complaints/grievances are reported in the following publications:

  • College Catalog
  • Student Handbook
  • Nursing Department Handbook
  • NCMC website

Supporting Documentation

Location

College Catalog

http://www.ncmissouri.edu/publications/catalog/default.aspx

Student Handbook

http://www.ncmissouri.edu/publications/handbook/default.aspx

Nursing Dept. Handbook

http://www.ncmissouri.edu/programs/allied_health/Documents/nursing_student_handbook.pdf

NCMC Website

http://www.ncmissouri.edu/default.aspx

*Printed copies can be obtained by contacting the Dean of Student Services

WHAT IS CONSIDERED A FORMAL COMPLAINT
Written or typed complaints signed by a student and provided to one of the Reporting Officials will be considered formal complaints. Complaints can be provided via US mail, pirate email, faxed or hand-delivered. For the purposes of this policy, a student is someone who is currently enrolled full- or part-time or who has recently been enrolled in the institution. If the complainant is someone who has not been enrolled during the previous two semesters or academic year, must reapply for admission, or an alumnus who received an NCMC degree or certificate two or more years ago, they are not considered a student for the purposes of this policy. Complaints received from non-students will not be tracked for the purposes of this policy, including non-student complaints that might relate to a student(s).

 

FILING A STUDENT COMPLAINT

INFORMAL RESOLUTION

Initially, the student who is considering submitting a complaint should attempt to resolve the concern directly with the appropriate faculty member, staff member or student. If the complainant is not satisfied, or not willing to address the issue with the individual, a formal process may be initiated.

FORMAL RESOLUTION

  1. Write a letter directed to the Reporting Official containing a brief narrative of the facts of the complaint.  There is no complaint form. Please type your complaint and sign and date.  Include contact information for future correspondence.
    • Attach documentation to support your narrative wherever possible.  Helpful documentation might include relevant portions of the college catalog, letters or e-mail exchanged between you and a faculty/staff member, etc. 
    • Include the specific outcome/remedy you are seeking.
    • Provide the Reporting Official with the report, including the appropriate attachments.  Complaints can be provided by:
        • Mailing to the appropriate Reporting Official at: 1301 Main Street, Trenton, MO 64683
        • Emailing them from your pirate email account to the Reporting Official.  Staff email addresses are located in the back of the college catalog
        • Delivering them to the Reporting Official’s campus office
  2. If the complaint is against the Reporting Official, it should be sent to the Reporting Official’s supervisor.  A Dean can assist in obtaining the supervisor’s name and contact information.
  3. If the complaint is forwarded to the incorrect Reporting Official, the complaint will be forwarded to the appropriate Reporting Official.  The complainant will be notified of this action, including the name and title of the Reporting Official receiving the complaint. 

The Reporting Official will initiate the resolution process by investigating the complaint within ten business days. The Reporting Official will either make appropriate changes/follow-up to resolve the matter or uphold the initial process/policy.  A response to the complainant will be sent within ten business days of receipt of the complaint.  If a longer time is needed to investigate and make a decision, the Reporting Official will make a reasonable extension of the deadline and contact the complainant to notify them of the new deadline.

If the complainant is not satisfied with the resolution, an appeal can be made to the Reporting Official’s supervisor within ten business days from the receipt of the decision. If the complaint is against the Reporting Official, an appeal to the administrator’s decision should be made to the administrator’s supervisor.  A decision regarding the appeal will be conducted within ten business days of receipt of the complaint appeal.  The decision on the appeal is final.

TRACKING COMPLAINTS
Written, formal complaints signed by a student to one of the Reporting Officials will be tracked on a spreadsheet provided on a shared drive.  The Reporting Official handling the complaint is responsible for submitting the required information on the spreadsheet, including appeal information.  Paper files and supporting documentation may be kept in the respective Reporting Official’s area.  Tracking information will contain, but is not limited to the following information:

  • A copy of the student’s complaint.
  • The date the complaint was initially received by the Reporting Official. 
  • The nature of the complaint.
  • A decision from the Reporting Official regarding the complaint.
  • The College’s final decision regarding the complaint, should an appeal occur.

The annual Institutional Record of Student Complaints will be maintained on record for a period of three years.  The annual Report will contain the following information:

  1. The total number of complaints received by each Reporting Official.
  2. The nature of complaints received by generic category.
  3. A summary record of each complaint received, the action taken by Reporting Official and/or College.

CONFIDENTIALITY

The annual Institutional Record of Student Complaints will not include the name of the complainant or name(s) of any individuals involved in the facts of complaint. NCMC is required to share complaint information with accreditors, but individual identities will be shielded.

 

INSTITUTIONAL REVIEW

The annual Institutional Record of Student Complaints will be presented to the President, Vice President, Deans, Chief Information Officer, and Chief Financial Officer no later than August following the academic year of the Record. The President may work with this team to develop recommendations and/or additional action to ensure on-going quality service to students.


EXAMPLES OF TYPES OF COMPLAINTS OR APPEALS AND THE REPORTING OFFICER


APPEAL TYPE

HEARING OFFICER

Academic suspension status*

Dean of Student Services

Re-admittance for suspension*

Dean of Student Services

Admittance for suspension from another institution*

Dean of Student Services

Academic continued probation*

Dean of Student Services

Exit testing

Academic Deans

Accommodation Request Appeals*

Dean of Student Services

Accommodation Grievances*

Coordinator of Accessibility Services

Grades

Dean of Instruction/Director of Health Services (HS)

Financial aid SAP

Financial Aid Committee

Teaching complaint

Dean of Instruction/Director of HS

Add/Drop deadline*

Dean of Instruction/Director of HS

Withdrawal deadline*

Dean of Instruction/Director of HS

Graduation application deadline*

Dean of Student Services

Admissions deadline/Late Acceptance

Director of Admissions

Enrollment deadline/Late Registration

Dean of Instruction/Director of HS

Dual Credit Enrollment deadline/Late Registration

Coordinator of Academic Support Programs

Housing/Meal Agreement*

Director of Housing

Administrative Drop for Non-payment/Payment deadline

Chief Financial Officer

No-show billing

Chief Financial Officer

Academic Conduct

Catalog/Handbook policy

Non-academic Conduct

Catalog/Handbook policy

Title IX

Title IX Coordinator, Tyson Otto
Address: NCMC Campus, 106 Frey Building
Phone: 660-359-3948, ext. 1500
Email:
totto@mail.ncmissouri.edu
See Board Policy Manual

Program admission

Dean of Instruction/Director of HS

Course placement (DS classes)

Dean of Instruction

Medical withdrawal*

Dean of Student Services

Active duty withdrawal

Dean of Student Services

Increasing course limits

Dean of Instruction/Director of HS

Residency

Dean of Student Services

Transfer course appeal

Dean of Instruction/Director of HS

Electronic information/IT Conduct/Misuse

Chief Information Officer

*Denote appeals that should use the Appeal Form located on the NCMC website or student portal.

If the complaint is not addressed above, the complainant can contact a Dean to determine the appropriate party or can send the complaint to one of the Reporting Officers listed above and they will forward to the staff member overseeing the area in which the complaint originated.   

COMPLAINTS TO THE HIGHER LEARNING COMMISION

The Commission has established a clear distinction between individual grievances and complaints that appear to involve broad institutional practices. Where a complaint does raise issues regarding the institution’s ongoing ability to meet the Criteria of Accreditation, the Commission forwards the complaint to the institution and requests a formal response. HLC Contact information:
Higher Learning Commission
230 South LaSalle Street, Suite 7-500, Chicago, Illinois 60604-1411
Phone: 312.263.0456 . Fax: 312.263.7462 .
info@hlcommission.org
Instructions on HLC website: http://www.ncahlc.org/information-for-the-public/complaints.html

COMPLAINTS TO THE MISSOURI DEPARTMENT OF HIGHER EDUCATION

34 C.F.R. § 668.43(b) The Missouri Department of Higher Education serves as a clearinghouse for postsecondary student complaints.  The MDHE complaint policy may be found at http://www.dhe.mo.gov/documents/POLICYONCOMPLAINTRESOLUTION.pdf.  This webpage contains information about the complaint process and includes instructions for how to file a formal complaint. Note that the policy provides that a student who wishes to file a complaint with the department must first exhaust all formal and informal avenues provided by the institution to resolve disputes.

COMPLAINTS TO THE OFFICE OF CIVIL RIGHTS, DISABILITY BASIS

Any individual who believes that he or she or a specific individual or class of individuals has been subjected to discrimination on the basis of disability, in a health or human service program or activity conducted by a covered entity, may file a complaint with OCR. Complaints must be filed within 180 days from the date of the alleged discrimination. OCR may extend the 180-day deadline if you can show "good cause."
Include the following information in your written complaint, or request a Discrimination Complaint Form from an OCR Regional or Headquarters office (complaints must be signed by the complainant or an authorized representative):

  • Your name, address, and telephone number.
  • Name and address of the entity you believe discriminated against you.
  • How, why, and when you believe you were discriminated against.
  • Any other relevant information.

Send your complaint to the Regional Manager at the appropriate OCR Regional Office, or to the address located below.
Kansas City
Office for Civil Rights
U.S. Department of Health and Human Services
601 East 12th Street - Room 353
Kansas City, MO 64106
Customer Response Center: (800) 368-1019
Fax: (202) 619-3818
TDD: (800) 537-7697
Email:
ocrmail@hhs.gov

Upon receipt, OCR will review the information provided. If OCR determines they do not have the authority to investigate your complaint, they will, if possible, refer it to an appropriate agency. Complaints alleging employment discrimination on the basis of disability against a single individual may be referred to the U. S. Equal Employment Opportunity Commission for processing. Private individuals may also bring law suits against a public entity to enforce their rights under Section 504 and the ADA; and may receive injunctive relief, compensatory damages, and reasonable attorney's fees.

For Further Information, contact:
Director
Office for Civil Rights
U.S. Department of Health and Human Services
200 Independence Avenue, SW - Room 506-F
Washington, D.C. 20201
Hotlines: 1-800-368-1019 (Voice) 1-800-537-7697 (TDD)

 

COMPLAINTS TO THE DEPARTMENT OF EDUCATION, TITLE IX BASIS

Kansas City Office (OCR Office for Missouri)
Office for Civil Rights
U.S. Department of Education
One Petticoat Lane
1010 Walnut Street, 3rd floor, Suite 320
Kansas City, MO 64106
Telephone: 816-268-0550
FAX: 816-268-0599; TDD: 800-877-8339
Email: OCR.KansasCity@ed.gov

U.S. Department of Education
(OCR National Headquarters)
Office for Civil Rights
Lyndon Baines Johnson Department of Education Bldg
400 Maryland Avenue, SW
Washington, DC 20202-1100
Telephone: 800-421-3481
FAX: 202-453-6012; TDD: 800-877-8339
Email: OCR@ed.gov

To file complaints of discrimination with OCR, you may use the online complaint form available at: http://www.ed.gov/ocr/complaintintro.html or send a letter to the OCR enforcement office for the state of Missouri.

COMPLAINTS TO THE DEPARTMENT OF EDUCATION AND/OR ATTORNEY GENERAL’S OFFICE, BY STATE


Department of Education and Attorney General Contact Information by State

State

Department of Education State Listing

Department of Education State Website

Attorney General State Contact

Alabama

Alabama Commission on Higher Learning

http://www.ache.state.al.us/

Alabama

Alaska

Department of Education and Early Development

http://www.eed.state.ak.us/

Alaska

Arizona

Department of Education

http://www.azed.gov/

Arizona

Arkansas

Department of Higher Education

http://www.adhe.edu/

Arkansas

California

California Postsecondary Education Commission

http://www.cpec.ca.gov/

California

Colorado

Department of Higher Education

http://highered.colorado.gov/

Colorado

Connecticut

Department of Education

http://www.sde.ct.gov/

Connecticut

Delaware

Department of Education

http://www.doe.k12.de.us/

Delaware

Florida

Department of Education

http://www.fldoe.org/

Florida

Georgia

Department of Education

http://www.doe.k12.ga.us/

Georgia

Hawaii

Department of Education

http://doe.k12.hi.us/

Hawaii

Idaho

State Board of Education

http://www.boardofed.idaho.gov/

Idaho

Illinois

Board of Higher Education

http://www.ibhe.state.il.us/

Illinois

Indiana

Commission for Higher Education

http://www.in.gov/che/

Indiana

Iowa

Department of Education

http://educateiowa.gov/

Iowa

Kansas

Department of Education

http://www.ksde.org/

Kansas

Kentucky

Council on Postsecondary Education

http://cpe.ky.gov/

Kentucky

Louisiana

Department of Education

http://www.doe.state.la.us/

Louisiana

Maine

Department of Higher Education

http://www.maine.gov/education/highered/

Maine

Maryland

Higher Education Commission

http://www.mhec.state.md.us/

Maryland

Massachusetts

Department of Higher Education

http://www.mass.edu/

Massachusetts

Michigan

Department of Education

http://www.michigan.gov/mde

Michigan

Minnesota

Office of Higher Education

http://www.ohe.state.mn.us/

Minnesota

Mississippi

Department of Education

http://www.mde.k12.ms.us/

Mississippi

Missouri

Department of Higher Education

http://dhe.mo.gov/

Missouri

Montana

Department of Education

http://mt.gov/education.asp

Montana

Nebraska

Department of Education

http://www.education.ne.gov/

Nebraska

Nevada

Department of Education

http://www.doe.nv.gov/

Nevada

New Hampshire

Department of Education, Higher Education

http://www.education.nh.gov/highered/

New Hampshire

New Jersey

Commission on Higher Education

http://www.state.nj.us/highereducation/

New Jersey

New Mexico

Department of Education

http://sde.state.nm.us/

New Mexico

New York

Office of Higher Education

http://www.highered.nysed.gov/

New York

North Carolina

State Board of Education

http://www.dpi.state.nc.us/stateboard/

N. Carolina

North Dakota

Department of Public Instruction

http://www.dpi.state.nd.us/

N. Dakota

Ohio

Department of Education

http://www.ode.state.oh.us/

Ohio

Oklahoma

Department of Education

http://www.sde.state.ok.us/

Oklahoma

Oregon

Department of Education

http://www.oregon.gov/ODE/

Oregon

Pennsylvania

Department of Education

http://www.education.state.pa.us

Pennsylvania

Rhode Island

Department of Elementary & Secondary Education

http://www.ride.ri.gov/

Rhode Island

South Carolina

Commission on Higher Education

http://www.che400.state.sc.us/

S. Carolina

South Dakota

Department of Education

http://doe.sd.gov/

S. Dakota

Tennessee

Higher Education Commission

http://www.state.tn.us/thec/

Tennessee

Texas

Higher Education Commission Board

http://www.thecb.state.tx.us/

Texas

Utah

State Board of Education

http://www.schools.utah.gov/

Utah

Vermont

Department of Education

http://education.vermont.gov/

Vermont

Virginia

Department of Education

http://www.doe.virginia.gov/

Virginia

Washington

Higher Education Coordinating Board

http://www.hecb.wa.gov/

Washington

West Virginia

Department of Education

http://wvde.state.wv.us/

West Virginia

Wisconsin

Higher Educational Aids Board

http://www.heab.state.wi.us/

Wisconsin

Wyoming

Department of Education

http://edu.wyoming.gov/

Wyoming

Washington DC

Office of the State Superintendent of Education

http://osse.dc.gov/

Washington DC