Resolution Information

Types of issues that may or should be reported or may need resolution, and related processes
reports:

Reports:

Include violations of codes of conduct, whistleblowing, fraud, or abuse.

Appeals or review:

Disagreement with the outcome or process used to resolve a concern; requests follow a prescribed appeal or review process.

Grievance:

A claim by an employee that working conditions have been adversely affected by the misinterpretation or misapplication of a written policy or procedure.

Complaints:

May be formal or informal and do not include reports, appeal or review requests, or employee grievances.

Informal Complaints are concerns resolved informally, usually through discussion with the people involved, an instructor or dean, a supervisor or manager, or HR Employee Relations or Student Conduct offices.
Formal Complaints are available for issues or situations not suitable for informal resolution. Formal complaints are confirmed in writing and generally signed (personally or electronically) by a Complainant.
Initiating Reports, Appeals or Reviews, Grievances, or Complaints: The Hotline is a single point for reports or complaints. While complaints may be initiated directly through a supervisor or dean, HR, Campus Student Complaint Liaisons or the Office of Dispute Resources (ODR), the Hotline includes a communication service where a Complainant can remain completely anonymous to the College while providing a means of communication and follow-up through the Hotline service.

Functions of Different Teams

Following is a listing of the departments that generally handle the various types of complaints. At any point, a department may select to, or if it becomes necessary, escalate the complaint to the Office of Dispute Resources.

Functions of Different Teams

Office of Dispute Resources:

Administers the Hotline
Information resource
Accepts and routes reports/concerns/complaints
Grievance coordination
Independent investigations

HR Employee Relations:

Coordination, consultation with departments, supervisors, and employees

Student Conduct:

Receives and coordinates student conduct reports and complaints
May refer issues and/or participants to other resources

Reviews and Investigations

Reports are reviewed consistent with the applicable written standards, such as a code of conduct. Whistleblowing and reports of fraud or abuse are reviewed and investigated by or through the Chief Compliance Officer or the Internal Auditor. Employees have an affirmative duty to report suspected fraud or abuse.
Requests for appeal or review follow the prescribed processes after the initial decision to resolve a request. An example could be a student grade dispute, student financial aid disagreement, or a performance review.
Employee Grievances are coordinated by ODR and will involve the relevant departments or Human Resources Employee Relations.
Informal Complaints include a level of investigation or review necessary to understand the complaint and move toward resolution. The process may be prescribed or flexible.
Formal Complaints are tracked from initiation through resolution and are assessed for continuous improvement. All allegations of prohibited discrimination, harassment, or retaliation must be investigated independently by the ODR. ODR may also be asked by Reviewers to conduct independent investigations or review.
- Assessments may determine applicable policies or laws, the process to be used, and the level of investigation that would be appropriate. The applicable processes may change as information is received or developed.
- Title IX Sexual Harassment processes are formal as required by federal regulations. If a situation does not meet the jurisdiction of Title IX Sexual Harassment, it is reviewed under other policies.
- An impartial, unbiased review conducted in a timely manner is the goal. Some processes require an independent investigation, which is typically performed by the Office of Dispute Resources.
- Many processes include defined appeal or second level review procedures.
Formal Complaint and Employee Grievance processes generally provide the opportunity for Advisors and some provide for supportive measures or interim measures.
Retaliation for reports or complaints made in good faith is prohibited, even if determined to be inaccurate.

Decisions, Outcomes, and Communication:

Unless a process requires an independent investigation, the decision maker may be the investigator or reviewer.
Rarely are the ODR or Human Resources Employee Relations a decision maker. Student Conduct may be the decision maker for Student Code of Conduct reports.
The College strives to have timely decision making processes. Situations that are more complex, involve a larger group of people, or fall under Title IX Sexual Harassment take longer. In these cases, the
College strives to communicate status and anticipated timelines to parties.
Outcomes are communicated directly to parties to the extent permissible. Laws, regulations, or College policies may require that some information will remain confidential.
Some processes have defined appeal or review procedures and they must be submitted before the deadline and must state and provide support for at least one specific appealable issue as defined in the processes. (Please refer the reader to where they can find that information in this section.)

Outside Complaint Options:

Complaints may also be filed directly with outside agencies, such as regulators, agencies, and the College’s accreditor, The Higher Learning Commission. Contact information is available in applicable Administrative Procedures, Codes of Conduct, or Handbooks, and on related web pages.

Quick Links:

Student Affairs reporting quick links:

Title IX (sex-based discrimination, harassment or retaliation)
Student Code of Conduct Violations
Reporting a Student of Concern or needing assistance (call 911 for emergencies)

Hotline quick links (for anyone, including students):