Statement of Rationale for Judgment of Compliance

In addition to FR 4.5 regarding complaints, Palo Alto College (PAC) is in compliance with complaint procedures, which the Commission also requires in accord with federal regulations, and maintains a record of complaints received by the institution. This record can be made available to the Commission upon request.

The statement of rationale for compliance follows:

Palo Alto College utilizes the Continuous Feedback Model[1] to collect feedback as a result of complaints, grievances, and concerns received from students. A report[2] of all complaints and suggestions made through the Continuous Feedback model is submitted quarterly to the College Leadership Team.

The Student Conduct Officer and Vice President of Student Success are responsible for compiling the report of complaints. However, the President’s Office, Office of Public Relations, Office of the Vice President and Dean of Student Success, Office of the Vice President and Deans of Academic Success, as well as the Office of the Vice President of College Services each have a department log where complaints may be tracked.

The elements of the complaint log[3] are date received, name and ID of submitter, contact information, intake method, office visited, description of complaint, referral (if needed), responsible department, resolution with date and time, who saw the student, and additional comments.

Each department log is located within a central AlamoShare[4] site where individual departments may update and track complaints. These complaints are then combined into a central log each month by the Student Conduct Officer and included in the quarterly report to the College Leadership Team.

As articulated in Board Policy A.1.1[5], the College District is known by the assumed names of “Alamo Colleges” and “Alamo Colleges District” or the “Alamo Community College District.” References to these assumed names in the narrative and any supporting documentation are equivalent.