Student Complaint Policy

Southwestern College Student Complaint Policy

Student success and student satisfaction with our services are top priorities for Southwestern College. It is our goal to graduate self-reflective practitioners who will serve others through the professions of Counseling and Art Therapy. Service is core to our mission. It is in this light that our policy is aimed at establishing and maintaining right relationships between our college faculty, staff, administration, students and the general public.

Students or other parties may register a complaint or a grievance by completing the Secure Confidential Online Form or the downloadable Student Complaint Form and submitting it directly to the Dean/CAO. It is required that any complaint against Southwestern College allow the institution adequate time to investigate the complaint and respond. Anonymous complaints cannot be investigated.

If the complaint/grievance concerns the behavior of or communication from the Dean/CAO, then the form should be submitted to the President.

If the complaint/grievance concerns the behavior of or communication from the President, then the form should be submitted to the Chair of the Board of Trustees.

Process of Investigation

All complaints submitted on the Student Complaint Form will be investigated by the Dean/CAO and/or other appropriate supervisors. If an area of responsibility for the Dean/CAO is named in the complaint, an impartial representative from the institution (someone who has not been named in the complaint) will be identified to assist in the investigation. As part of the investigation, the complaint may be discussed with any of the following:

• Executive Council
• Academic Council
• Relevant Supervisors
• Relevant Staff members
• Other students
• Board of Trustees

It is the responsibility of the Dean/CAO in conjunction with relevant members of the leadership to determine the validity of the complaint and to identify appropriate institutional steps in response to the complaint.

Both the validity of the complaint and steps taken to remedy the complaint will be communicated to the complainant in writing within thirty business days.

Timeline

All complaints will be dealt with in as timely a manner as possible. Issues could be addressed within one day, one week and/or up to thirty business days depending on the complexity of the issues involved. Every effort will be made to resolve any concerns as quickly as possible.

If there has been no response after thirty business days, or if the response is completely unsatisfactory to the complainant, then a written complaint may be submitted on a form provided by the New Mexico Higher Education Department (NMHED), Private Postsecondary Schools Division, 2044 Galisteo Street, Suite 4, Santa Fe, NM 87505, Telephone 505-476-8400. The NMHED form can be downloaded here.

No Adverse Action

There will be no retaliation against any person bringing any complaint forward. Instead, the general view is that it is useful to register concerns in a way that can lead toward positive resolution and greater strength of the institution.

Records

Secure files concerning all student complaints submitted on the Student Complaint Form and their resolution or outcome will be kept by the Dean/CAO for reporting to accreditation agencies and others for a period of not less than three years.

What can I do if I am still not satisfied?

If the student is not satisfied with the resolution that the Dean/CAO, President, or Chair of the Board reaches, it is the student’s prerogative to contact the New Mexico Higher Education Department (see details below). The student may also communicate this complaint to SWC’s accrediting agency, The Higher Learning Commission (HLC) by sending questions or complaints to complaints@hlcommission.org.

Student complaint process for non-distance education students:

The New Mexico Higher Education Department (NMHED) has authority to help facilitate resolution to student complaints, only after the student has utilized all internal complaint procedures at the educational institution. Please visit https://hed.nm.gov/students-parents/nc-sara for more information about NMHED’s Student Complaint Process for non-distance education students. Complaints regarding grades and student conduct violations shall not be reviewed by NMHED.

Student complaint process for distance education students:

The National Council for State Authorization Reciprocity Agreements (NC-SARA) is an agreement among member states, districts and territories that sets national standards for interstate offering of post-secondary distance education courses and programs. Southwestern College is a NC-SARA approved institution and the New Mexico Higher Education Department (NMHED) is the NC-SARA Portal Entity for New Mexico. Distance Education students attending Southwestern College who would like to resolve a grievance should follow Southwestern College’s established Student Complaint Process. However, if an issue cannot be resolved internally, you may file a NC-SARA complaint with the New Mexico Higher Education Department. Complaints regarding grades and student conduct violations shall not be reviewed by NMHED. Please visit https://hed.nm.gov/students-parents/nc-sara for more information.

Student Complaint or Concern about another Student

Southwestern College is a graduate school preparing students to become professional counselors and/or art therapists. These professions have clear behavioral and ethical guidelines which are reflected in SWC’s Student Handbook.
Students are encouraged to address concerns about another student’s behavior, safety, or well-being by speaking directly to the student using a kind, clear developmental approach. The Student and Career Services Director (S&CSD) is available to listen and coach students who would like support in having a conversation with another student about behavior they have witnessed or experienced.

• If there is no resolution from a direct conversation, this is a Title IX complaint, or a conversation with the student may put the complainant in danger, the following process applies:
  Complete Student Complaint or Grievance Form and submit to the Student and Career Services Director.
• The S&CSD will work with the student to create a plan for how to address and resolve the concern.
  Student Handbook 2019-20 Ver. 5 April 24, 2020 Page 113
• The S&CSD will complete Part 2 articulating the steps taken, how/if the issue was resolved and any follow-up necessary.
• If unresolved, the completed report form is submitted to Student Success Team for review and to determine next steps.
• The student may appeal decisions to the Dean of the College within 30 business days of the initial decision. If the student is suspended or expelled, the appeal is heard by the President, as described in the Disciplinary Action section of this document.
• A copy of the completed form and related documentation will be kept in the Student and Career Services Director’s office for five years.