Summary
Complaints received from the public to the Board are typically received in one of two ways, via the Board email on the public website or a phone call to an individual Board member. If received via group email, the Board Secretary shares the message with the Board and the President. The President then assures the issue is handled and then reports back to the Board on its resolution.
Body
| Department: President's Office |
| Effective Date: 3/25/2019 |
| Revised Date: |
| Cabinet Approval Date: 3/25/2019 |
| Next Review Date: 3/1/2022 |
| Policy: |
| Responsible Cabinet Member: President |
| Approved By: Sheila Quirk-Bailey |
Operational Standard/Purpose
Complaints received from the public to the Board are typically received in one of two ways, via the Board email on the public website or a phone call to an individual Board member. If received via group email, the Board Secretary shares the message with the Board and the President. The President then assures the issue is handled and then reports back to the Board on its resolution. If received via a phone call or personal trustee email, the Board member refers the concern to the President, who then follows the procedure above. The President will then follow up with the Board member who received the complaint.
Scope/Applicability
This procedure applies to all business. Community to Board of Trustees communications regarding college business.
Procedures
- Complaints received via Board email will be disseminated to Board and President. Complaints received via phone call or private email will be directed to the President to be addressed. Any non-procedural matters will be shared with the Board Chair.
Additional Provisions/Information
- No matter the origin of the complaint, it should be conveyed to the President. HLC requires the tracking and documentation of all complaints. The President is ultimately responsible for seeing that the issue is rectified and the resolution is reported to the Board of Trustees and documented for HLC.