Student Complaint Policy

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

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:

1. • 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

2. 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.
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.

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

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.

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