Student Complaint Procedure

The Student Complaint Procedure, also known as the “Nonacademic Complaints against College Employees” provides guidelines that promote constructive dialogue, understanding, and informal resolution of complaints and concerns that arise against college employees outside the instructional setting. This process also provides an avenue for formal procedures should an informal approach be ineffective. A complaint is defined as a statement that expresses a student’s dissatisfaction with the performance or action of a college employee, which the student believes to be unfair or inconsistent with college policy or procedure.

Steps for the Student Complaint Procedures

1. Step 1: Discuss complaint with staff member. The complainant should discuss the complaint informally and thoroughly with the staff member to whom the complaint is directed. Both parties should openly discuss the complaint/concern and attempt to understand the other’s perspectives, explore alternatives, and arrive at a satisfactory resolution to the complaint. If the complainant and staff member are unsuccessful at finding a resolution, if either of the parties is unwilling to meet, or if the complainant is dissatisfied with the complaint resolution, they should then move to step 2.
2. Step 2: Express complaint in writing. Within ten business days of meeting or attempting to meet with the staff member, and the issue remains unresolved, the complainant shall draft a written complaint and forward the written complaint to the staff member and the staff member’s immediate supervisor.
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3. Step 3: Supervisor conference. Upon receiving the complainant’s written complaint, the staff member’s immediate supervisor will ask the staff member for a written response. The supervisor may request supporting materials from either the staff member or complainant. At this step, the supervisor’s primary goal is to facilitate a resolution of the matter between the parties. To that end, at his or her discretion, the supervisor may hold a conference with the involved parties, may meet with each individually, or may communicate a proposed resolution(s) in writing. Within fifteen business days of the date the written complaint was received, the supervisor shall provide a written copy of their decision to each involved party.
4. Step 4: Executive conference. If the decision of the immediate supervisor does not resolve the complaint to the satisfaction of the complainant, the executive director of human resources or his or her designee shall, on request of the complainant, convene a conference of all affected supervisors within ten business days. All written statements and supporting materials from involved parties will be provided to the executive director of human resources or his or her designee prior to the conference. The executive director of human resources or his or her designee and the affected supervisors may opt to meet, individually or collectively, with the involved parties. Written materials will be retained in the human resources office. If after discussion, mediation, and review of materials at the conference, the involved parties are unable to find a mutually acceptable resolution, the executive director of human resources or his or her designee shall within five business days render a written decision on the complaint and will provide copies to all involved parties. The decision of the executive director of human resources or his or her designee will be final.

Additional information about the Student Complaint Procedure can be found here. 

Other Complaint Processes

• Instructional Grievance and Grade Complaint Process
  • More about the instructional Grievance and Grade Complaint Process can be found here. 
• Title IX: Discrimination, Sexual Harassment, and Retaliation Complaint Process
  • Title IX Complaint (Student-to-Student): Students who would like to submit Title IX (sexual harassment) complaint regarding the behavior or action of another student can find more information about that process here. Contact Isabelle Wroblewski, Associate Director of Community Standards & Student Conduct, and Deputy Title IX Coordinator here: iwroblewski@highline.edu. 
  • Title IX Complaint (Student-to- Staff or Faculty): Students who would like to submit a Title IX or discrimination complaint against a staff or faculty can find more information here. Contact the College Title IX Coordinator, Danielle Slota at dslota@highline.edu. 
• Bias Incident Reporting
  • The Bias Incident Response Team at Highline College is responsible for monitoring, assessing and coordinating campus response to bias incidents and hate crimes that occur on campus.

Assistance with the Student Complaint Procedure

If you would like further assistance with the Student Complaint Procedure, contact our Dean of Advising and Enrollment Services or Dean of Student Support & Retention Services at studentcomplaints@highline.edu.