FR 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. (Student Complaints)
In Compliance
Shenandoah University provides students clearly defined procedures for filing and resolving complaints related to academic appeals, the Americans with Disabilities Act, student Honor Code and Sexual Misconduct, as well as complaints that are not specifically covered in these categories. The general procedures for resolving student complaints are specified in both the Undergraduate and Graduate catalogs and linked the university website (screenshot). Students are encouraged to attempt to resolve issues directly with the member of the faculty, staff, or administration involved in an informal manner. If a satisfactory resolution cannot be reached informally, a student complaint is heard and resolved by, to all extent possible, the senior faculty or staff member responsible for the area under which the complaint falls. If satisfactory resolution is not reached at that level, a student may submit his/her complaint in writing to the vice president responsible for the area under which the complaint falls. If satisfactory resolution is still not reached, a student may submit his/her complaint in writing to the president of the university, whose decision will be final.
The State Council of Higher Education for Virginia (SCHEV) is the official reviewer of student complaints after all institutional processes have been exhausted. The university provides contact information for SCHEV is listed on the university website for accreditation and complaints (screenshot of page)
The Undergraduate and Graduate catalogs provide specific procedures related to Academic Appeals (p. 80 and p. 60, respectively), disability issues (p. 62 and p. 43, respectively), sexual misconduct (p. 80 and p. 60, respectively) and the Honor Code (p. 65 and p. 62, respectively). A general Student Complaint policy is described on p. 82 and p. 62 of the Catalogs, respectively.
The President appoints the compliance officer, currently the Director of Academic Success, who supports students in the process of filing complaints related to sexual harassment. Procedures for three phases – informal resolution, conflict resolution, and formal resolution – are defined.
Furthermore, incoming students receive Welcome Week materials that direct them to the Undergraduate and Graduate catalogs and also provides them with a contact list of personnel who support the complaint process.
The compliance officer documents all interactions with students and keeps this documentation in confidential files in the Office of Academic Success. The contact list contained in the Welcome Week materials provides students contact information to access the services of the compliance officer. Academic complaints and appeals are handled by the various academic deans, and residence/student life complaints are managed by the Director Resident Life & Student Conduct.
Examples of student complaints are listed in the documentation, arranged by type. In each instance, the documentation demonstrates that the university follows its own policy when resolving student complaints.
The first example regards a grade appeal response dated March 27, 2014, in response to a student appeal of a grade received from instructor Dennis Keffer. In denying the appeal, the Dean of the College of Arts and Sciences was guided by University Policy: Under Student Academic Appeals Procedure 5.2.5 “Any request to change a grade or other evaluation of academic progress must be supported by evidence that the decision failed to follow proper procedure, or was illegal, unethical, or discriminatory”, and also under section 5.2.7 “Students may grieve the misapplication of an instructor’s grading policy for a course. Students cannot grieve the evaluation of student work by the instructor.” The Dean determined that, under policy, the student had failed to make the case that the instructor failed to follow proper procedure, or behaved in an illegal, unethical, or discriminatory manner. The Dean goes on to note that, under university policy, the student has the right to appeal by written grievance to the vice president for academic affairs. The issue was resolved and there was no further appeal.
In the second example, from Residence Life, is a communication dated January 23, 2014. A student appealed certain sanctions placed upon them regarding issues with alcohol. In his/her email, the student argued that the sanctions were excessive and then appealed for reconsideration. Suzanne O’Driscoll, Director of Residence Life and Student Conduct, responded in a letter dated February 4, 2014. While finding that the sanctions were appropriate, Ms. O’Driscoll acknowledged the compelling case made by the student regarding the additional counseling program, and she agreed to modify the sanctions in response. The complaint was resolved, and no further appeal was made.
A third example comes from Disability Services. A student complained on August 15, 2013 about the lack of handicapped parking behind the library. This occurred during construction of the Health and Life Sciences Building adjacent to the library, and construction equipment was parked in the handicapped spaces. Audrey Robinson, Director of Learning Resources, contacted Barry Schnoor, director of Physical Plant and asked him to address the issue. The email response from Mr. Schnoor and also from construction project manager Jeff Davis demonstrates that the issue was acknowledged and would be resolved by Monday, August 19, 2013.
Supporting Documentation
Undergraduate Catalog 2014-2015, pages 62, 65, 80, 82
Graduate Catalog 2014-2015 pages 43, 45, 60, 62
Disability accommodation complaints file examples (PDF)
Grade Appeals examples (PDF)
Student Life Complaint examples (PDF)
Student Conduct Complaints examples (PDF)
University Accreditation and Complaint website
Accreditation and Complaint website screenshot