| The institution complies with the policies of the Commission on Colleges.
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Judgment of Compliance
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Narrative
Sam Houston State University (SHSU) maintains a record of complaints received by the institution. The following narrative contains a description of (1) individuals/offices responsible for the maintenance of the records, (2) elements of a complaint review that are included in the records, and (3) where the records are located.
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 by university personnel. The length of time complaint documentation is maintained is governed by the University Records Retention Schedule [1] 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 [2]. 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 [3].
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 [4]:
Unit Responsible for Maintaining Records |
Responsible Individuals |
Physical/Electronic Location of Records |
Provost’s Office |
Richard Eglsaer, Vice Provost |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. Hard copy files are located in the Bobby K. Marks Administration Building, Suite 302. |
Office of Graduate Studies |
Kandi Tayebi, Dean of Graduate Studies and Associate Vice President for Academic Affairs |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. Hard copy files are located in the Bobby K. Marks Administration Building, Suite 203. |
Office of Research and Sponsored Programs |
Jerry Cook, Associate Vice President for Research and Sponsored Programs |
Hard copy files are stores in Roy Adams House, room 211. |
Honor’s College |
Eugene Young, Dean of Honor’s College |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. |
College of Business Administration |
Mitchell Muehsam, Dean, College of Business Administration |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. Hard copy files are located in the Smith-Hutson Business Building, Suite 100. |
College of Criminal Justice |
Phillip Lyons, Dean, College of Criminal Justice |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. Hard copy files are located in the George J. Beto Criminal Justice Center, room A204 and in the Chemistry and Forensic Science Building, room 221H. |
College of Education |
Stacey Edmonson, Dean, College of Education |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. Hard copy files are located in the Eleanor and Charles Garrett Teacher Education Center, room 216. |
College of Fine Arts and Mass Communication |
Brian Miller, Associate Dean, College of Fine Arts and Mass Communication |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. Hard copy files are located in the Gaertner Performing Arts Center, Suite 190. |
College of Health Sciences |
Michael Lacourse, Dean, College of Health Sciences |
Hard copy files are located in the Lee Drain Building, room 201. |
College of Humanities and Social Sciences |
Abby Zink, Dean, College of Humanities and Social Sciences |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. Hard copy files are located in the College of Humanities and Social Sciences Building, room 290B. |
College of Sciences |
John Pascarella, Dean, College of Sciences |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. |
Vice President for Enrollment Management |
Heather Thielemann, Vice President for Enrollment Management |
Electronic records are stored on the institutional shared drive in adepartment-specific, secure folder. Hard copy files are located in the Estill Building, room 314. |
Office of Undergraduate Admissions |
Trevor Thorn, Director of Undergraduate Admissions |
Hard copy files are located in the Estill Building, suite 112. |
Office of Graduate Admissions |
Mary Pascarella, Director of Graduate Admissions |
Electronic records are stored in the institution’s ERP system, Banner. Hard copy files are located in Estill Building, Suite 336. |
Office of Financial Aid |
Lydia Hall, Director of Financial Aid |
Electronic records are stored in the institution’s ERP system, Banner. Hard copy files are located in Estill Building, room 233. |
Office of the Registrar |
Teresa Ringo, Registrar |
Electronic records are stored in the institution’s ERP system, Banner. |
Office of the Controller |
Debra Holl, Bursar |
Electronic records are stored in the institution’s ERP system, Banner. Hard copy files are located in the Bursar’s Office, Estill Building, room 103B. |
Human Resources and Risk Management |
Dave Hammonds, Associate Vice President for Human Resources and Risk Management |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. Hard copy files are located in the College of Humanities and Social Sciences Building, room 410. |
University Police Department/Parking |
Kevin Morris, Director of Public Safety |
Electronic files are stored in the institution’s document imaging system. Hard copy files are located at the Charles W. Tackett University Police Department, Records Room. |
Dean of Students Office |
John Yarabeck, Dean of Students |
Hard copy files are stored in the Dean of Students Office in the Lowman Student Center, Suite 215. |
Bearkat OneCard Services |
Kristy Vienne, Associate Vice President for Student Services and Director of OneCard Services |
Electronic files are stored in the institution’s document imaging system. |
Counseling Center |
Drew Miller, Assistant Vice President for Counseling and Health Services |
Hard copy records are stored in the Counseling Center, room 270. |
Health Center |
Sarah Hanel, Director of Health Center |
Hard copy records are stored in the Student Health Center, room 264. |
Recreational Sports |
Keith Jenkins, Associate Vice President for Student Services and Director of Recreational Sports |
Electronic records are stored on the institutional shared drive in a department-specific, secure folder. Hard copy files are stored in the Recreation Sports Center, room 162F. |
Residence Life |
Dana Grant, Director of Residence Life Business Operations |
Electronic records are stored within a third-party residence life management system, StarRez. |
In addition to maintaining copies of all written communication to and from the student, departments are to maintain a log of formal student complaints. The log template contains the following components:
- Date Complaint Filed
- Student Name
- Student ID
- Complaint Source (e.g., form, email, letter)
- Brief Description of Complaint
- Department Receiving Complaint
- Policy Alleged to be Violated/Policy Governing Complaint
- Description of Resolution and Process Followed
Example complaint log entries have been compiled and provided as examples [5]. Please reference Federal Requirement 4.5 for additional details regarding the complaint process at SHSU.
Supporting Documentation