Compliance Narratives

Judgment of Compliance

Narrative

Sam Houston State University (SHSU) publishes appropriate and clear procedures for addressing written student complaints, demonstrates that it follows the procedures when resolving them, and maintains a record of student complaints that can be accessed upon request by SACSCOC.

Written Student Complaint Procedures

SHSU is committed to fostering an educational environment that promotes the highest level of learning and personal development of its students. To support this commitment, SHSU strives to ensure all students are treated equitably and in accordance with University policies. When a student asserts that SHSU has not followed University policies or wishes to file a complaint that is governed by an existing SHSU policy, that student is afforded the opportunity to file a formal student complaint with the institution [1]. For a student complaint, grievance, or appeal to be considered a formal student complaint, it must meet the following thresholds:

• The complaint, grievance, or appeal alleges a violation of written campus policies or procedures, or
• The complaint, grievance, or appeal alleges an action that constitutes arbitrary, capricious, or unequal application of written campus policies or procedures [1].

Policies and procedures for written student complaints do not differ for face-to-face and online students. All students, regardless of modality or location, are afforded the opportunity to submit written student complaints via in-person delivery, hard copy mail, email, or fax. The Dean of Students Office publishes on its website the Grievance Intake Form for reporting general grievances not governed by formal academic policy as described below [2].

Most student complaints, grievances, or appeals are governed by specific SHSU policies that outline formal guidelines and procedures for handling specific grievances or appeals. For student complaints not specifically addressed within University policies, SHSU adheres to the processes documented within its Student Grievance Procedures as discussed above [1]. As specified within these guidelines, any student who can demonstrate that he or she has been subject to adverse treatment due to a lack of adherence to University policy or procedure by University personnel may express dissatisfaction and seek resolution. Students should first seek to resolve the issue directly with the aggrieving University representative through informal resolution strategies. If a satisfactory resolution cannot be reached between the student and University representative, or if extenuating circumstances prevent direct communication between the student and University representative, the student should pursue the issue through the chain of command. For academic matters, it might be necessary to follow the chain of command from instructor, to department chair, to academic dean. For issues dealing with staff, it might be necessary to discuss the matter with the staff member, then progress to the coordinator, the director, and ultimately to the divisional vice president, as appropriate. If a satisfactory resolution cannot be reached after diligent communication through the chain of command, a formal complaint may be filed [2].

Formal student complaints must be filed within 30 University business days of the University action creating the student’s concern. Upon receipt of the formal student complaint, the SHSU administrator receiving the complaint has 20 University business days to respond. For complaints filed between semesters, additional response time might be necessary to allow for availability of the relevant parties. When additional time is necessary, students should be advised in writing of the estimated time for response within 20 University business days of receipt of the complaint.

Formal SHSU policy statements govern the vast majority of student complaints, grievances, and appeals. For student complaints relating to academic matters, the Academic Policy Manual contains formal SHSU policies pertaining to faculty, student, curriculum, and research matters. The following academic policy statements govern the vast majority of academic-related student complaints:

• APS 900823 Academic Grievance Procedures for Students [3]
• APS 910312 Academic Probation, Suspension, and Termination [4]
• APS 810213 Procedures in Cases of Academic Dishonesty [5]
• APS 840502 Admission Standards for Undergraduate Students [6]
• APS 811006 Students with Disabilities [7]
• APS 801007 Courses and Grades Transferred From Other Colleges and Universities [8]
• APS 100428 Prerequisite Policy [9]
• APS 930226 Required Developmental Education [10]
• APS 810806 Student Educational Records [11]

In terms of academic disputes and/or grievances, students are encouraged to follow the chain of command: the class instructor, the department or school chair, the respective college review panel, the academic dean, the graduate dean (for graduate students), and finally the Office of the Provost [3]. The academic policy statements outline grievance and/or appeal procedures for academic complaints that include, but are not limited to, disputes over academic dishonesty, grades, unauthorized class absences or tardiness, suspension for academic deficiency, an instructor’s alleged unprofessional conduct, graduate comprehensive and oral exams, and theses and dissertations.

For student complaints dealing with the campus atmosphere or environment, students may file a formal student grievance with the Dean of Students Office [2]. Grievances may include disputes about sexual assault [12], discrimination [13], racial harassment [14], or failure to accommodate students with disabilities [15]. The Dean of Students Office also provides procedures for seeking formal mediation [16], challenging impartiality [17], and appealing a disciplinary decision [18]. Finally, student employees are covered by the University’s Human Resource policies regarding workplace violence [19], sexual misconduct [20], and dispute resolution [21].

In addition to institution-level policies and procedures, students are afforded complaint resolution opportunities through The Texas State University System (TSUS), of which SHSU is a member. The TSUS provides a Compliance and Ethics Line that allows students and/or staff to make anonymous complaints to the TSUS [22]. This Compliance and Ethics Line was established to provide “a confidential avenue for reporting concerns about potential waste, fraud, and abuse of resources, the lack of compliance with laws and regulations, or violations of the System’s Code of Ethics” [23].

Publication of Policies and Procedures

SHSU policies and procedures relating to written student complaints are disseminated to students through a variety of venues. Academic policies and the Student Guidelines can be accessed from the Academic Affairs webpage [24]. The Division of Student Services publishes and disseminates the Student Guidelines, available both in print and on the University’s website [25]. Both the undergraduate and graduate catalogs, available online, also reference these policies [26] [27]. Policies concerning student employment are disseminated by the Department of Human Resources and are available through their website [28].

Demonstration of Adherence to Policies and Procedures

Examples of complaint and appeal documentation are provided as evidence that SHSU adheres to its complaint policies and procedures. Examples have been redacted to protect the privacy of students and University personnel. The following table describes each example and contains a link to the redacted documentation.

NOTE:  For security purposes, links to the redacted documentation in the table below are available to SACSCOC Reviewers on the Report Pen Drives only.

Records of Student Complaints

Detailed records are maintained for formal student complaints at SHSU. Units responsible for maintaining formal complaint records are required to maintain all written communication submitted by the student, as well as all written communication submitted to the student from University personnel. The length of time student complaint documentation is maintained is governed by the University Records Retention Schedule [29] and varies by document type. For example, records relating to complaints are retained for a minimum of two years following the conclusion of the complaint process [30]. Should the complaint relate to a student’s disciplinary record, the complaint is maintained for a minimum of seven years following the student’s graduation or date of last attendance [31].

SHSU maintains complaint records in a decentralized system, where records are retained by the unit receiving and responding to the written complaint. The following table summarizes the units and individuals responsible for maintaining records, as well as the physical location of the records:

Example complaint log entries have been compiled and provided as examples [32].

Supporting Documentation