Student Complaint Procedure | JCTC

Student Life

Student Complaint Procedure

To file a Non-Academic student complaint, please follow these steps:

  • Step 1:
    • Try to resolve the issue informally with the employee assisting you and/or consult the Jefferson Complaint Matrix for which individual or office should hear your complaint first.
  • Step 2:
    • If a resolution cannot be reached, the next step is to contact the employee s department manager for a first appeal. The Jefferson Complaint Matrix designates the appropriate individual to contact for this appeal, and their contact information is listed below.
  • Step 3:
    • Should an agreed upon resolution not be reached with the manager, you may complete the Student Complaint Form and attach any supporting documents.
    • A response will be provided within 10 business days or inform you of the progress being made in resolving your complaint and when you can expect to receive a response.
    • Send your completed Student Complaint Form, along with any supporting documentation to the appropriate office as shown in the Jefferson Complaint Matrix:

To file an Academic student complaint, please follow these steps (also found in Code of Conduct and class syllabus):

  • Step 1:
    • Contact the faculty member associated with the complaint to see if the issue can be resolved. If it cannot be resolved with the Faculty member, then the complaint should be taken to the course’s Academic Program Coordinator/Department Head (APC/DH).
  • Step 2:
    • If the issue cannot be resolved with the APC/DH then the next step is to submit a clearly written appeal, with supporting documentation to the faculty member’s Dean within 30 days of the alleged violation or posting of the grade.
  • Step 3:
    • If the Dean is unable to resolve the complaint, then the complaint needs to be submitted in writing to the appropriate Associate Vice President.
  • Step 4:
    • If the Associate Vice President is unable to resolve the issue within 15 days, the written appeal may be submitted to the Vice President of Academic Affairs.
  • Step 5:
    • If the VPAA is unable to resolve the complaint, or the resolution is unsatisfactory, the student has 15 days to submit a written request for a hearing before the College Appeals Board. The ruling of the CAB is final.

Jefferson’s Complaint Matrix

Area of Concern First Complaint First Appeal Second Appeal Third Appeal Final Appeal
Advising Advising Office Staff Director of Advising     VPSA
Bookstore Bookstore staff (Manager) Business office     CFO
Disruptive behavior of students in class or outside class Faculty member
and/or
campus security		 Assistant Director of Student Engagement     VPSA
Faculty Concerns Faculty Academic Program Coordinator or Department Head Division Chair Dean VPAA
Registration Registrar       VPSA
Facilities Facilities
Office Staff		 Director of
Facilities 		     CFO
Financial Aid Financial Aid
Office Staff		 Director of
Financial Aid		     VPSA
Student Account/Student Billing Business office Staff Bursar     CFO
Tuition Charge disputes Records office
Green Form		       SALT*
Academic Appeals

Faculty member

See Code of Conduct Section 4 part B, and/or syllabus

 Academic Program Coordinator or Department Head Division Chair Dean VPAA/CAB
Graduation (Academic) Advisor Academic Program Coordinator or Department Head Division Chair Dean VPAA
Library Library Staff Director of
Library Services		 Dean   VPAA
Parking Security Director of Security     CFO 
Security Any Security officer Director of Security     CFO
Sexual Harassment, Hate crimes, bullying, and/or retaliation

Title IX coordinator/ appropriate agent of the College

See KCTCS Sexual Misconduct Procedure

 Title IX coordinator     VPSA/Title IX Coordinator
Discrimination VPSA       CAB
Student Activities Assistant Director of Student Engagement Director of the Office
of Diversity, Inclusion, and Community Engagement		     VPSA
Students with Disabilities Access*Ability Resource Center Lead Coordinator Director of the Office
of Diversity, Inclusion,
and Community Engagement		     VPSA
Transcripts Registrar       VPSA
  • *Student and Academic Affairs Leadership Team

Contact Information for Student Complaints

  • Academic Advising
    • Selena Sanchez
      • Email: selena.sanchez@kctcs.edu
      • Phone: (502) 213-2285
      • Campus: Downtown
      • Office Location: Advising Center, Library 2nd Floor
  • Access*Ability Resource Center
  • Admissions Office
    • Lindsay Driskell
      • Email: lindsay.driskell@kctcs.edu
      • Phone: (502) 213-2141
      • Campus: Downtown
      • Office Location: Jefferson Educational Center Building, Suite 500
  • Assessment Office
  • Bullitt Campus
  • Bursar/Cashiers
    • Karen Morris
      • Email: karen.ray@kctcs.edu
      • Phone: (502) 213-2107
      • Campus: Downtown
      • Office Location: Jefferson Educational Center, Suite 512
  • Business Office
    • Pamela Turner
      • Email: pamela.dumm@kctcs.edu
      • Phone: (502) 213-2109
      • Campus: Downtown
      • Office Location: Chestnut Hall, Room 101
  • Carrollton Campus
  • CFOs Office:
    • Sandra Posey
      • Office of the Vice President of Administration
      • Email: sandra.posey@kctcs.edu
      • Phone: (502) 213-2656
      • Campus: Downtown
      • Office Location: Broadway building, First Floor
  • Diversity/Student Activities
      • Diversity, Inclusion, and Community Engagement
      • Phone: (502) 213-2171
      • Campus: Downtown
      • Office Location: Jefferson Education Center, Suite 500
  • Environmental Services
    • Pamela Turner
      • Email: pamela.dumm@kctcs.edu
      • Phone: (502) 213-2109
      • Campus: Downtown
      • Office Location: Chestnut Hall, Room 101
  • Financial Aid
    • Lindsay Driskell
      • Email: lindsay.driskell@kctcs.edu
      • Phone: (502) 213-2141
      • Campus: Downtown
      • Office Location: Jefferson Educational Center, Suite 400
  • Library/Learning Commons
    • Jessica Newman
  • President's Office
    • Terie Harper
      • Email: teresa.harper@kctcs.edu
      • Phone: (502) 213-2121
      • Campus: Downtown
      • Office Location: Broadway Building, Room 303
  • Records/Registrar
    • Amanda Tindall
      • Email: amanda.tindall@kctcs.edu
      • Phone: (502) 213-2255
      • Campus: Downtown
      • Office Location: Jefferson Educational Center, Suite 512
  • Security/Safety/Parking
    • Campus Safety
      • Phone: (502) 213-4126
      • Campus: Downtown
      • Office Location: Hartford Hall, 1st Floor
  • Shelby County Campus
    • Michael Shell
  • Southwest Campus
    • Juanita Cooper
  • Technical Campus
    • Bruce Jost
  • Veterans Affairs
    • Andy Martin
  • VPAAS Office:
    • Doris Engstrom
      • Office of the Vice President for Academic Affairs
      • Email: doris.engstrom@kctcs.edu
      • Phone: (502) 213-2432
      • Campus: Downtown
      • Office Location: Broadway Building, Suite 201
  • VPSAS Office:
    • Kem Hargrove
      • Office of the Vice President for Student Affairs
      • E-mail: kem.hargrove@kctcs.edu
      • Campus: Downtown
      • Office Location: Jefferson Educational Center Building, Suite 500
      • Fax: (502) 213-2540

Other Information: