Section Two: Using Disability Services and Accommodations

Concerns and Complaints

The First Approach To Resolving Problems

In spite of the best efforts of everyone involved, a problem may occur during your period of attendance at De Anza. This section proposes that by using good human relations principles and problem-solving techniques, most can be corrected without having to initiate a complaint procedure.

Experience has shown that many times this situation arises out of a misunderstanding or a miscommunication. When this happens, we recommend that the issue be openly discussed with people involved, providing everyone with a chance to clarify and resolve the problem. Dealing openly with the issue as soon as possible gives everyone a chance to clarify and resolve the problem. If this does not work, and the “problem” turns into a “complaint,” students have at their disposal the official procedures, as outlined later in this section.

A Problem Solving Strategy

1. Speak first to the person involved. Present your concern and explore solutions. If you need help to formulate an approach, please see your counselor/advisor.
2. If you cannot reach a satisfactory resolution, use proper channels by talking first to the administrator directly responsible (see NOTE below).
3. With this approach, your concern can then be raised to a higher level manager or administrator, if necessary.

NOTE:

• If the problem involves an instructor or college staff member, the proper level to contact is the supervisor of the program, either the department chair or the Dean of the program.
• If your problem is with the Special Education program or with counselor/advisor, the proper level is to see the individual program head. If it cannot be resolved, then you may contact the Dean.
• If you are unsure of how to proceed, see your counselor/advisor. If your concern involves that person, you may see a counselor in Counseling Center.
• If the matter is not resolved through these steps, you will be advised about how to proceed through an official method, as described next in Student Complaints and Resolution Processes.

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