Palm Beach State College Board Procedure

Title: Student Complaints Procedures

Policy Number: 6Hx-18-3.30P

Legal Authority: 1001.64 FS

Effective Date: 1/12/2021

 

Purpose

To provide information on how student complaints are defined, received, resolved, and recorded.


Guiding principles for complaint resolution

  • resolve matters at the earliest possible opportunity.
  • resolve matters at the lowest possible level.
  • investigate the matter fairly and thoroughly.
  • ensure the process is unbiased.


Complaint/appeal topics with separate, established processes and timelines

  • complaints related to discrimination or harassment of students based on disability, race, color, national origin, gender, pregnancy or any other protected status
  • final course grade appeal
  • satisfactory progress policy for Financial Aid Recipients (SAP Appeal)
  • admission, registration, and records appeal
  • disability course substitution appeal
  • refund appeal
  • religious observances appeal
  • conduct appeal
  • parking and traffic citation appeal


Procedures

Informal Complaint Process
Students are encouraged to reach out to the appropriate first point of contact identified in the interactive list below. Procedures are located in the Student Handbook, with a list of appropriate initial contacts. The College also has an Ombudsman available to serve as a student advocate to guide students in resolving conflicts and in processing appeals through established procedures.

For concerns not specified below students will be directed to contact the Dean of Student Services Office on their campus for guidance.


Student Complaints – First Point of Contact

Below are the designated points of contact, organized by issue area.

  • Academic/Instruction: Faculty/Instructor; Supervising Associate Dean
  • Admissions Application: Admissions Director
  • Academic Advising: Student Development Manager/Assistant Dean of Students
  • Academic Advising - BAS: Academic & Student Services Manager for BAS Programs
  • ADA/504 Concerns: Campus Center for Student Accessibility Manager
  • Athletics: Athletic Director
  • Bookstore: Campus Bookstore Manager
  • Cashier: Cashier’s Office Supervisor
  • Class Availability: Supervising Associate Dean
  • Discrimination/Harassment Among Students: Campus Dean/Assistant Dean of Students
  • Discrimination/Harassment of Student by Employee: Assistant Director of Human Resources and Equity Officer
  • Discrimination/Harassment of Student by Faculty/ Instructor: Supervising Associate Dean
  • eLearning: eLearning Support
  • Financial Aid: Campus Financial Aid Manager
  • Florida Residency: Campus Registrar
  • Graduation: Graduation Office
  • International Admissions: International Admissions Director
  • Library: Library Director
  • Limited Access Admissions: Limited Access Office on campus where program offered
  • New Student Orientation: Student Development Manager/Assistant Dean of Students
  • Not on Class Roster: Registration Office
  • Parking Ticket: Campus Security Office
  • Refund Requests: Registration Office
  • Registration: Registration Office
  • Security: Security Sergeant
  • Student Activities: Student Activities Office Manager
  • Student Learning Center: Campus SLC Manager
  • Testing: Test Center Manager
  • Transcripts: Registration Office
  • Veterans: Veterans Certifying Official
  • Wellness Center: Wellness Center Coordinator


Formal Complaint Process - Written Student Complaints

Palm Beach State College

Any student whose complaint has not been resolved through the informal process can complete and submit a Student Problem Resolution Form.

To be considered a written student complaint, a student must submit a formal complaint utilizing the Student Problem Resolution Form. (This excludes Title IX and discrimination/harassment complaints.)

Formal complaints involving a member of the Faculty will be resolved using the process outlined in the Collective Bargaining Agreement.


Procedure

1. Student submits a formal complaint via the student problem resolution form.

2. Student Conduct Coordinator creates and assigns a Maxient case within two business days of submission.

3. The written complaint is forwarded to the appropriate college administrator and their supervisor.

4. The administrator responsible for the resolution of the complaint will make every effort to:

  1. Contact the student within three business days:
    1. review and clarify the complaint
    2. identify a course of action and anticipated time frame for the resolution of the complaint, based on the complexity of the complaint and update Maxient
    3. provide their contact information for the student as the primary contact, in the interim for questions
  2. Research the complaint thoroughly and provide a status of the investigation within 14 days. The investigator may:
    1. speak to others with firsthand knowledge of the concern
    2. research Panthernet, Pantherweb, Docfinity, Maxient and/or other sources of documentation relevant to the complaint
    3. draft a summary of the status of the investigation and outcome and contact the student to discuss and give the student an opportunity to provide additional information, documentation or clarification and update Maxient
  3. Document the resolution and notify the student within 30 calendar days.  
    1. if no further relevant information or documentation is produced, the administrator will provide the student with a written summary of the resolution and any measures to be put in place for the student or regarding internal policy or procedure; this decision is final.
    2. the supervisor will be copied on the resolution.
    3. college administrator completes the Case Resolution Form (CRF) to resolve the case and record the outcome in Maxient.
    4. those cases not resolved within the 30 day calendar period will result in a communication to the student explaining the delay and updating the expected time frame for resolution.