Beauty Link - Volume 1, Issue 2 - (Page 28)

Q | an d the n there’s complian ce | R MAINTAINING AN OPENDOOR POLICY FOR STUDENT COMPLAINTS Jo a nne R ose- John son , Foun d e r an d P res i d e nt , Edu c at ion a l Adv i sor s In c . When new students sign an enrollment agreement, they begin to add color to a mental picture that came about when they started looking for the right school to attend. During the admissions process, a great amount of detail was added to the picture, including lots of positive reinforcement about the ability of the student to perform well during the program, graduate and get a well-paying job. Other assumptions, whether intentional or not, are added that help students see themselves as being capable of success. The whole school team really needs to be part of this support effort to get students through to graduation because there will be plenty of tough days ahead: The car doesn’t start, money problems, a precious part-time job is lost, the ups and downs of romance, and so on. In fact, the typical student is often affected more by events outside of school than inside. But that doesn’t mean that our schools and staff don’t have to live with the day-to-day turbulence of many students’ lives as we work to manage retention, grades, behavioral issues, in-school payments and the many requirements imposed by a disciplined school environment reflective of the workplace. The journey that starts in a state of passion fi nishes by virtue of persistence. As we impose that discipline, students often push back by bringing a complaint or grievance to the instructor, staff or school administration. In addition, there are legitimate issues that require our focus because we are responsible for the safety, health, wellbeing and – from a business perspective – satisfaction of our students. While we can talk about the various ways to address these issues informally by being available and committed, the focus here is about our obligations as licensed and/or accredited schools. We have specific guidelines to follow with regard to student complaints, and they must be followed both as a way to address the issues and, just as importantly, to mitigate any legal exposure that could result from noncompliance. Because our schools are operating across the country, it is impossible to list individual state regulations. But we can assume that in most states the regulations are reflective of, or at least very similar to, the accreditation standards cited in this article. I have chosen elements from the standards of two of our national accreditors, the National Accrediting Commission of Cosmetology Arts and Sciences (NACCAS) and the Accrediting Commission of Career Schools and Colleges of Technology (ACCSCT). Here is a simplified set of guidelines that we recommend everyone follow for student complaints: • The grievance or complaint procedure should be clearly identified in the school catalog, and in states where it is required be supplied to the student as an independent disclosure with the enrollment agreement no later than the fi rst day of school. • The complaint should be directed to the school owner, director or president. • The complaint should be as detailed as possible and include names, dates, location and the identities of any employees. • A school representative should meet the student in person no later than 10 days after a complaint is received to interview and document the issues. • Document, document, document everything related to the issues. Take good notes during every phone call or meeting. In the next issue of BeautyLink, Joanne Rose-Johnson will be answering your questions about compliance. If you have a question for Joanne, please e-mail it to, and in the subject line write, “compliance.” To be considered for the fall issue, send all questions no later than June 19. 28 | B EA U TY LIN K | T O O LS O F T HE T RADE 2 0 0 9

Table of Contents for the Digital Edition of Beauty Link - Volume 1, Issue 2

Beauty Link - Volume 1, Issue 2
Message from the AACS President and CEA Chair
The Workings of Washington
The Ergonomics of Cosmetology
Creating the Perfect Brow
Smart Technology
Is Your Web Site Hooking Visitors?
And Then There's Compliance
Voices from the Classroom
Marketing to Male Clientele
Lasers in the Esthetics Industry: Past, Present and Future
Unemployment’s Influence
2009 AACS Select Industry Partners
The Less Common Road
Candid Cameras
Regulatory Issues
CEA Convention
Early Warning Indicators
Beauty Schools 101
Multicultural Corner
Upcoming Events
New Products & Services
People & Places
2009 AACS Spring Management Conference
New School Member Profile
Look Who's Reading
Index to Advertisers

Beauty Link - Volume 1, Issue 2