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Student Complaint Policy

The North Central Missouri College (NCMC) Student Complaint Policy is available to students who wish to resolve a concern regarding a process or person 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.

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

Academic complaints/grievances/appeals are reported through the appropriate academic leadership for resolution beginning with the faculty members, Dean and Vice President as appropriate. Information regarding the policies and procedures for students who wish to purse academic complaints and grievances are detailed in the Academic Catalog.  Residence Life and the 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/appeals are submitted to the Vice President for Student Affairs for addressing appropriate action/resolution. This policy/procedure is identified in the College Catalog.

Business Operations complaints/grievances/appeals are submitted to the Vice President for Business and Finance for addressing appropriate action/resolution.

Sexual harassment incidents are submitted to the Title IX Coordinator for addressing appropriate action/resolution. Please see the NCMC Title IX Policy for the specific policy and procedures.

Complaints/grievances are reported in the following publications:

  • College Catalog
  • Nursing Department Handbook
  • NCMC website

Supporting Documentation

*Printed copies can be obtained by contacting the Vice President of Student Affairs

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, College 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 employee 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.  Please type your complaint and sign and date.  Include contact information for future correspondence.
  • Attach documentation to support your narrative whenever 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 College email account to the Reporting Official
    • Delivering them to the Reporting Official’s campus office
  1. If the complaint is against the Reporting Official, it should be sent to the Reporting Official’s supervisor. A Dean or Vice President can assist in obtaining the supervisor’s name and contact information.
  2. 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.

APPEALS

If a student would like to file an appeal to a campus policy or procedure, the following procedures should be followed:

  • Submit an electronic appeal form, found on MYCOMPASS
    • Include the reason for the appeal
    • Include supporting documentation, as necessary
      OR
  • Request a meeting with the relevant reporting officer. A written appeal must also be submitted
  • The appeal will be sent to the appropriate reporting office who will send a reply or request for more information, and or ask to schedule a meeting

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 by the Vice President of Academic Affairs to the President and the President’s Cabinet 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 TYPEHEARING OFFICER
Academic conductSee College Catalog policy
Academic continued probationVice President of Student Affairs
Academic suspension statusVice President of Student Affairs
Accommodation GrievancesAccessibility Services Coordinator
Accommodation Request AppealsVice President of Student Affairs
Active-duty withdrawalVice President of Student Affairs
Add/Drop deadlineDean of Instruction
Administrative drop issuesDean of Instruction
Admissions deadline/Late AcceptanceDirector of Admissions
Admittance for suspension from another institutionVice President of Student Affairs
Billing related to tuition/feesVice President of Business/Finance
Course modalityDean of Instruction
Course placementVice President of Academic Affairs
Dual Credit Enrollment deadline/Late RegistrationDirector of Regional Programs
Electronic information/IT Conduct/MisuseChief Information Officer
Enrollment deadline/Late RegistrationDean of Instruction
Nursing program enrollment/registration deadlinesNursing Program Director
Financial aid SAPFinancial Aid Committee
GradesSee College Catalog policy
Graduation application deadlineDean of Instruction
Housing agreementDirector of Housing
Housing/Dining buy-outDirector of Housing
Increasing course limitsVice President of Academic Affairs
Medical withdrawalVice President of Student Affairs
Non-academic conductSee College Catalog policy
Payment deadlinesVice President of Business/Finance
Program admissionVice President of Academic Affairs
Re-admittance for suspensionVice President of Student Affairs
ResidencyRegistrar
Teaching complaintDean of Instruction or Nursing Program Director
Title IXTitle IX Coordinator, Kristen Alley
Address: NCMC Campus, 12 Alexander Student Center
Phone: (660) 357-6400
Email:[email protected]
See Board Policy Manual
Transfer course appealRegistrar
Withdrawal deadlineDean of Instruction

If the complaint is not addressed above, the complainant can contact a Dean or Vice President 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 . Email:  [email protected]
Instructions can be found on the HLC website.

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 https://dhewd.mo.gov/policies/documents/POLICYONCOMPLAINTRESOLUTION-reviseddraft.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: [email protected]

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: [email protected]

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: [email protected]

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

StateDepartment of Education State ListingDepartment of Education State WebsiteAttorney General State Contact
AlabamaAlabama Commission on Higher Learningwww.ache.state.al.usAlabama
AlaskaDepartment of Education and Early Developmentwww.eed.state.ak.usAlaska
ArizonaDepartment of Educationwww.azed.govArizona
ArkansasDepartment of Higher Educationwww.adhe.eduArkansas
CaliforniaCalifornia Postsecondary Education Commissionwww.cpec.ca.govCalifornia
ColoradoDepartment of Higher Educationhighered.colorado.govColorado
ConnecticutDepartment of Educationwww.sde.ct.govConnecticut
DelawareDepartment of Educationwww.doe.k12.de.usDelaware
FloridaDepartment of Educationwww.fldoe.orgFlorida
GeorgiaDepartment of Educationwww.doe.k12.ga.usGeorgia
HawaiiDepartment of Educationdoe.k12.hi.usHawaii
IdahoState Board of Educationwww.boardofed.idaho.govIdaho
IllinoisBoard of Higher Educationwww.ibhe.state.il.usIllinois
IndianaCommission for Higher Educationwww.in.gov/chIndiana
IowaDepartment of Educationeducateiowa.govIowa
KansasDepartment of Educationwww.ksde.orgKansas
KentuckyCouncil on Postsecondary Educationcpe.ky.govKentucky
LouisianaDepartment of Educationwww.doe.state.la.usLouisiana
MaineDepartment of Higher Educationwww.maine.gov/education/higheredMaine
MarylandHigher Education Commissionwww.mhec.state.md.usMaryland
MassachusettsDepartment of Higher Educationwww.mass.eduMassachusetts
MichiganDepartment of Educationwww.michigan.gov/mdeMichigan
MinnesotaOffice of Higher Educationwww.ohe.state.mn.usMinnesota
MississippiDepartment of Educationwww.mde.k12.ms.usMississippi
MissouriDepartment of Higher Educationdhe.mo.govMissouri
MontanaDepartment of Educationmt.gov/education.aspMontana
NebraskaDepartment of Educationwww.education.ne.govNebraska
NevadaDepartment of Educationwww.doe.nv.govNevada
New HampshireDepartment of Education, Higher Educationwww.education.nh.gov/higheredNew Hampshire
New JerseyCommission on Higher Educationwww.state.nj.us/highereducationNew Jersey
New MexicoDepartment of Educationsde.state.nm.usNew Mexico
New YorkOffice of Higher Educationwww.highered.nysed.govNew York
North CarolinaState Board of Educationwww.dpi.state.nc.us/stateboardN. Carolina
North DakotaDepartment of Public Instructionwww.dpi.state.nd.usN. Dakota
OhioDepartment of EducationOhio
OklahomaDepartment of Educationwww.sde.state.ok.usOklahoma
OregonDepartment of Educationwww.oregon.gov/ODEOregon
PennsylvaniaDepartment of Educationwww.education.state.pa.usPennsylvania
Rhode IslandDepartment of Elementary & Secondary Educationwww.ride.ri.govRhode Island
South CarolinaCommission on Higher Educationwww.che400.state.sc.usS. Carolina
South DakotaDepartment of Educationdoe.sd.gov/S. Dakota
TennesseeHigher Education Commissionwww.state.tn.us/thecTennessee
TexasHigher Education Commission Boardwww.thecb.state.tx.usTexas
UtahState Board of Educationwww.schools.utah.govUtah
VermontDepartment of Educationeducation.vermont.govVermont
VirginiaDepartment of Educationwww.doe.virginia.govVirginia
WashingtonHigher Education Coordinating Boardwww.hecb.wa.govWashington
West VirginiaDepartment of Educationwvde.state.wv.usWest Virginia
WisconsinHigher Educational Aids Boardwww.heab.state.wi.usWisconsin
WyomingDepartment of Educationedu.wyoming.govWyoming
Washington DCOffice of the State Superintendent of Educationosse.dc.govWashington DC