1. Make sure that the student has contacted the instructor
2. Double-check/ask follow up questions to make sure we have a thorough understanding of real issue.
3. If the issue is simply that the student hasn't been able to communicate with the instructor and it has been more than 24 hours, we send a template email to the instructor letting them know that the student hasn't been able to get a hold of them.
4. If the issue is of a more serious nature and a student has been mistreated, we send an instructor complaint template email to the teaching group leader and CC Heather Bosworth. Make sure and keep the student anonymous at this point.
5. In terms of how to ticket these, we need to make sure and include name (first and last), i-number, email address, phone number, student type, AND the course. The tag and the subject need to be inputted as "instructor complaint". In the notes we need to make sure we know who the instructor is, whether it is just a communication problem or a more serious issue. After making a ticket, keep it active, mark the due date as a week from when you started the process and in a week, follow up!
6. A grievance is the last step we will take. If it reaches that point, we will send the grievance policy and the form to the student and close the ticket. If we receive the grievance form back from the student, we will re-open the ticket and assign it to Brother Karstad.
Reminder email for departments: FYI - The BYU-Idaho Student Academic Grievance policy was amended in 2010, to make it clear where and how students in online courses can file a grievance. We thought it might be useful to share this information with department chairs, secretaries, and other administrators so they can help point students in the right direction (to the Online Support Center), 866-672-2984, 208-496-1800, http://www.byui.edu/online/online-support-center/.