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Complaint Resolution

Palmer College Student Handbook / Complaint Resolution

Complaint

Unless otherwise specified in a College policy, handbook or applicable law, a Complaint is any report of actual or suspected breaches or violation of laws, institutional policies, or College handbooks, ethical misconduct, conflicts and/or disputes. For reporting purposes, suggestions, recommendations, requests for assistance, feedback, and notices of dissatisfaction are not considered “Complaints.” The College may have a legal and/or ethical obligation to respond to Complaints. Responses may include but are not limited to follow up, informal resolutions, formal investigation, procedures as outlined in the Employee Handbook and/or the respective Collective Bargaining Agreement, the student adjudication process, and/or supplying supportive measures. The type of College response to any Complaint is determined by law, institutional policy, and College Administration.

Report a Complaint

Students may report a complaint on the College’s website at: www.palmer.edu/about-us/office-of-compliance/report-a-complaint/.

Or, students may contact any of the individuals named below by telephone, email or in person during regular office hours at their respective locations, email addresses and/or phone numbers:

MAIN CAMPUS
Earlye Adams Julien, PHR, M.S.Ed., Senior Director
Office of Compliance
1000 Brady Street, Davenport, IA 52803
563-884-5476
earlye.julien@palmer.edu

Lori Larsen, B.A., Compliance Specialist
Office of Compliance
1000 Brady Street, Davenport, IA 52803
563-884-5246
lori.larsen@palmer.edu

PALMER FLORIDA
Angela Carter, SHRM-CP, Manager of Human Resources
Office of Human Resources
4777 City Center Parkway, Port Orange, FL 32129
386-763-2665

PALMER WEST
Michael Crump, M.Ed., Director of Student Services
Office of Student Services
90 East Tasman Drive, San Jose, CA 95134
408-944-6122
michael.crump@palmer.edu

Report Content and Anonymity

Because of the inherent difficulty in investigating and resolving allegations that are vague or from unidentified persons, the College encourages individuals to provide full information and identify themselves when making reports of improper conduct. However, should the College receive a generalized or anonymous report, such report will be reviewed and investigated to the extent feasible.

  • Report anonymous complaints online via Lighthouse, the College’s anonymous reporting hotline; or
  • Report an anonymous complaint via email: reports@lighthouse-services.com; or
  • Report an anonymous complaint via phone:
    • English speaking: 844-990-0002
    • Spanish speaking: 800-216-1288

Quick Links for Assistance

Below are common links to report incidents and/or request assistance. Students may refer to the directory published in this Student Handbook for additional assistance or search the College’s website.

Complaint Resolution Processes

Resolution processes are unique to the type of complaint, the person (i.e. employee, student, visitor) against whom the complaint is directed, and the level of due process required to resolve a complaint. Accordingly, complaints are directed to the jurisdiction of the appropriate process recognized by the College. A student wishing to resolve a complaint is encouraged to consider informal and/or formal resolution processes offered by the College.

General Complaint Process for Informal Resolution
An informal resolution process entails presenting a complaint to an immediate supervisor or someone in authority to help resolve the complaint. Chain of command is important in following an informal resolution process. For guidance regarding to whom an informal complaint may be directed, refer to the Campus Directory published in the Student Handbook.

General Complaint Process for Formal Resolution
A formal resolution process entails registering a complaint through the College website. The College will engage the appropriate formal process toward resolution of all such complaints. Students have the option to register a formal complaint should an informal resolution process prove to be inadequate.

  1. A student registers a formal complaint via the website.
  2. The complaint is logged and forwarded to an appropriate contact person.
  3. The contact person follows up with the student within 10 academic days to initiate the resolution process.

Recordkeeping

Records of complaints will be retained by the appropriate custodian and in a manner as may be required by the College’s Records Retention Policy and/or applicable law.

Confidentiality 

The College shall maintain the confidentiality of the information it receives, except where disclosure is required by law, policy or is necessary to facilitate legitimate College processes, including the investigation and resolution of allegations. The identity of participants in an investigation shall be maintained in confidence subject to the same limitations above. Individuals who have reported complaints or potential violations or who have initiated or participated in the complaint procedures available are advised their identity may be known for reasons beyond the control of College officials or investigators.

Retaliation

The College strictly prohibits retaliation or reprisal of any kind against an individual who has reported, attempted to report or provided information regarding potential violations of College Policy or who has initiated or participated in the complaint procedures available or has otherwise been involved in the process of responding to, investigating or addressing allegations reported to the College.

Any person who attempts either directly, indirectly or through someone acting on another’s behalf to intimidate, threaten, retaliate, interfere with, restrain, coerce, discriminate against, violate a College Limited Contact Directive or harass any person for reporting, attempting to report, or pursuing a complaint or is a witness cooperating in a College investigation will be addressed by the College.

Allegations of retaliation shall constitute separate grounds upon which a complaint may be raised.

Reporting False Claims

Any individual who knowingly makes a false report or claim to the College shall be subject to disciplinary action up to and including termination.

College Response

In its sole discretion, the College may initiate or take through a resolution process any complaint initially brought by another. If at any time the College believes an investigation is justified, an investigation may proceed. The College may take any appropriate measures designed to protect the health and/or safety of the College community.

College Investigations

The College may determine a complaint or allegation of noncompliance requires an investigation. The College expects the timely participation and complete cooperation of its students in College investigations. No one other than the College appointed investigator will be allowed to conduct an investigation on behalf of the College. The College may impose any appropriate measures on an interim basis where it concludes that such action is needed to protect the health, safety or welfare of members of the College community, to facilitate an effective investigation or to avoid disruption to the work/educational environment. Such measures may include student suspension or employee administrative leave pending the outcome of an investigation.

Non-College Investigations

Under certain circumstances, the College may allow an investigation to be conducted by a third party. These non-College investigations may involve requests for interviews or some other form of cooperation by students. Participation by students in such non-College investigations is voluntary. Students are not obligated to take part in any non-College investigation that is not being conducted by the College.

Students may have other rights when asked to participate in a non-College investigation not being conducted on behalf of the College. Such rights may include having a representative from the Office of Compliance attend an interview at the student’s request. It is strongly recommended that students contact the Office of Compliance for guidance when requested to participate in any way in a non-College investigation.

If a student initially consents to participate in a non-College investigation, the student may, at any time, withdraw that consent and refuse to take any further part in the non-College investigation. Retaliation against students will not be tolerated based on whether or not they participate in a non-College investigation.

Violation of Law and College Policies

Noncompliance with College’s policies includes any behaviors violating applicable laws. Individuals engaging in illegal activities may subject themselves to both College discipline and individual criminal penalties under the law. Disciplinary proceedings may be instituted against an individual whose conduct potentially violates both the criminal law and the College’s policies (that is, if both possible violations result from the same factual situation) without regard to the pendency of civil or criminal litigation.

College proceedings may be carried out prior to, simultaneously with, or following a civil or criminal proceeding at the discretion of the College. Determinations made or disciplinary actions imposed under College Policy shall not be subject to change solely because criminal charges arising out of the same facts giving rise to violation of the College’s policies were dismissed, reduced or resolved in favor of or against the criminal law defendant.

When a student or employee is charged by federal, state or local authorities with a violation of law, the College will not request or agree to special consideration for that individual because of his or her status as a student or employee with the College. If the alleged offense is also being addressed under College policy, the College may advise legal authorities of the existence of the College’s policies and how such matters are typically handled within the College processes.

Disciplinary Action

Noncompliance with College’s policies includes any behaviors violating applicable laws. Individuals engaging in illegal activities may subject themselves to both College discipline and individual criminal penalties under the law.

Report a Complaint to the State Board or Commission

In accordance with federal law (see 34 C.F.R., Section 600.9), Palmer College of Chiropractic students may file complaints about the College with the state board or commission that governs postsecondary educational activity. The appropriate state boards/commissions, as well as contact information and links to pertinent websites, are provided below: