The Complaint Process and Student Handbook

Any member of the community may report and/or file a complaint regarding a physical
accessibility issue (i.e., a building or part of a building is not accessible for individuals with
mobility disabilities). OAS can partner with the Office for Human Resources and the Office of
Planning and Facilities, to review, assess and address reported concerns about physical
accessibility issues.

Please note that accommodations in academic courses are active as of the date that a student
shares their “Semester Notice to Faculty of Eligible Accommodations” letter with the instructor.
Accommodations are not retroactive.

Any student needing accommodations to participate in this complaint process should contact the College's Interim Section 504/ADA Coordinator.

Step 1. Initial Discussion

A student with a complaint about an accommodation should contact personnel in the Office of
Accessibility Services (OAS) within three (3) working days of receiving the official Student Letter. OAS staff will engage in an initial discussion with the student, usually within one week.

During the initial discussion, the student may express concerns and/or explore the possibility of
reconsideration or review, especially if new information has become available (e.g., new/revised
diagnostic information from providers; new experiences as a result of the disability or lack of
access to a particular accommodation).

As part of the initial discussion, OAS personnel may work with colleagues in Academic Affairs,
Student Affairs, or other offices to address the issue, including adjusting the accommodations or
maintaining them as originally decided.

An issue may be resolved through an initial discussion process, if the student is satisfied with
that outcome. In that case, OAS staff will share their determination about the implementation of
the accommodation in writing to the student.

If OAS staff determine that an accommodation was either not implemented or implemented
incorrectly, OAS will work with the instructor to explore an equivalent alternative experience that
could restore the student’s access to that particular element of the course experience. OAS may
partner with the department chair; Academic Affairs; and/or the Division of Inclusive Diversity,
Equity, Access, and Accountability; depending on the type of accommodation that was
mis-implemented.

If OAS staff determine that an accommodation was implemented appropriately, OAS may work
with the student and the instructor as needed to support the student’s educational program.

Step 2. Written or Recorded Complaint

If the initial discussion process with OAS personnel does not resolve the issue, the person making a complaint may submit a written or recorded complaint to the Vice President for Student Affairs or designee.

Step 3. Meeting with Vice President

Within five (5) working days of receiving the official complaint, the Vice President of Student Affairs or designee will meet with the person filing the complaint.

Step 4. Information-Gathering

If the complaint cannot be resolved by Step 3, the Vice President or their designee will
gather information about the complaint and the underlying issue. The student who files the
complaint will be informed of the information-gathering process and will have the opportunity to
share information about the situation. The Vice President or their designee may
consult with faculty and staff members from Academic Affairs, Student Affairs, and/or other
offices within the College as appropriate.

The information-gathering process will proceed promptly and be completed within fifteen
working (15) days. If this timeline cannot be met, the Vice President will notify the
parties to the complaint of the reason for the delay and a time frame for completion.
At the conclusion of the information-gathering process, the Vice President or their
designee will share their determination of the resolution of the complaint in a letter to all parties
the Office of Accessibility Services, and the Office of Academic Affairs when appropriate. This
determination will be final.

At any point, a person who believes they have been discriminated against for seeking an
accommodation, complaining about the implementation process, and/or for having a disability,
may engage in the Non-Discrimination Procedures to pursue an informal or formal resolution
process.

SMCM Non-Discrimination Policy
SMCM Student Handbook