Grievance Policy & Procedures

St. Luke’s College of Health Sciences is committed to supporting the rights of all students to submit expressions of satisfaction or dissatisfaction regarding their experience with the college and to seek resolution of their concerns. Students are encouraged to discuss these matters freely and openly. In addition, the college seeks suggestions for service improvement from students.

Students who have immediate concerns or complaints should seek out their faculty advisors who serve as resources. Advisors help students determine which complaint policy and procedure to follow. If advisors are named in the complaints, students should contact the Coordinator of Student Services for help.

The following procedures provide orderly processes for students to resolve complaints and appeals and to receive timely resolutions:

• General College Complaints Procedure
• Appeal of Final Course Grades or Charges of Cheating and/or Plagiarism
• Discrimination, Sexual & Other Unlawful Harassment Policies

Grievances must be presented in writing, in person, by phone, or by email. St. Luke’s College of Health Sciences attempts to resolve complaints immediately if possible, and at the lowest possible level of contact. The investigation of complaints is expected to begin within 24 hours and resolved within seven (7) days. Presentation of a complaint does not compromise students’ academic standings.

1. Informal Concern or Grievance: After consulting with their faculty advisors to determine the appropriate complaint procedure to follow, students are expected to set up a meeting with the Step 1 contact listed in the following table to facilitate a resolution within seven calendar days of the date the problems were reported. Students may be asked to submit written statements fully describing all the circumstances giving rise to complaints, and descriptions of the efforts and events that have been undertaken thus far to resolve the complaints. Records of informal complaints are retained by the Step 1 contact and may be entered into the students’ files.
2. Formal Written Concern or Grievance: If complaints are not satisfactorily resolved, students may file formal complaints. In formal complaints, students are expected to provide information documenting the concerns in writing and to specify the actions being requested. Formal complaints must be submitted in the form of signed letters to the Step 2 contact listed in the table, with copies sent to all parties concerned. Records of formal complaints are retained by the Step 2 contact and may be entered into the students’ files.
3. Final Step: If the second step does not result in resolution, formal complaints may be presented before the appropriate final contact as listed in the table. Please note that the committees meet at designated times during the academic year. All decisions/resolutions follow established rules and regulations of the committees and the policies of the College of Health Sciences. Records of complaint resolution are retained by the Step 3 contact or reflected in committee minutes and may be entered into students’ files. Students initiating formal complaints are notified of the final decision. These decisions are final and binding.

I want to speak with someone about…	Step 1 First Level of Contact (informal concern or complaint)	Step 2 Next Level of Contact (formal written concern or complaint)	Step 3 Final Level of Contact
Academic support services	Program Director	Administrative Coordinator, Student Services	Dean, Undergraduate Studies
Admissions and enrollment status	Recruiter/Advisor	Administrative Coordinator, Admissions	Dean, Undergraduate Studies
Changing my faculty advisor	Program Director	Dean, Undergraduate Studies	None: to be resolved at Step 2
Charge of cheating or plagiarism	Instructor	Dean Undergraduate Studies: Decision if Appeal Committee warranted	See Appeals Procedure
Class or discipline URGENT issues	Class Instructor	Program Director	Dean, Undergraduate Studies. If unavailable, then President.
Clinical or discipline URGENT issues	Clinical Instructor	Program Director	Dean, Undergraduate Studies. If unavailable, then President.
Classroom issues NON-URGENT issues	Course Instructor	Program Director	Dean, Undergraduate Studies
Curriculum program	Student Representative to Curriculum Committee	Chair Curriculum Committee	Curriculum Committee
Disability Services	Administrative Coordinator, Student Services	Dean, Undergraduate Studies	President
Discrimination, sexual & other unlawful harassment	Director, as a Campus Security Authority	Security department	To be determined based on circumstances
Exams or exam questions	Course Instructor(s)	None, must resolve at course level
Failing a course	Course Instructor	Program Director	Dean, Undergraduate Studies
Final course grade perceived as “prejudiced or capricious academic evaluation”	Instructor within 3 working days of final grade	Dean, Undergraduate Studies: Decision if Appeal Committee warranted	See Appeals Procedure
Sex offenses: assault, domestic violence, stalking	Security department	Dean, Undergraduate Studies, as a Campus Security Authority	To be determined based on circumstances
Taking time off without penalty	Course or clinical instructor	Program Director	Dean, Undergraduate Studies