NSE Handbook

Occasionally students will encounter situations which are perceived to be inconsistent with National Student Exchange policies and procedures or those of their home or host universities. The purpose of this section is to recommend ways to lessen the potential for disputes and identify procedures for dealing with disputes when they occur.

24.1. Lessening the Potential for Disputes

Disputes or complaints associated with participation in the National Student Exchange are similar to those students have regarding general university enrollment. When perceived problems occur, the student should notify the home or host NSE coordinator. The nature of the complaints may include issues related to maintenance of academic progress, health and safety, discrimination, finances, financial loss, sexual harassment, drug and alcohol issues, transportation, physical challenges, learning disabilities, cultural adaptation, and program disruptions.

National Student Exchange cannot guarantee student safety or protect the student from potential problems related to student life. NSE students are expected to comply with NSE policies and procedures as detailed on the Placement Acceptance Form; comply with the policies, procedures, rules, and regulations of their home and host campuses; assume responsibility for their personal preparation for the program? participate in orientation sessions; and accept responsibility for their own decisions and actions. It is the responsibility of the home and host coordinators to inform the students of campus policies and procedures governing the exchange. Suggestions below will help lessen the potential for disputes over services provided.

24.1.1. Written Communication

Coordinators can reduce the potential for dispute by clearly defining program expectations, policies, and procedures to outgoing, incoming, and returning students. For additional information, refer to Chapter 21, Risk Management.

24.1.1.1. Home Campus

The home coordinator is responsible for informing exchange students, in writing, of the policies and procedures which affect their exchange as it relates to the home institution. This includes disseminating campus NSE policies and procedures, updating online information, providing detailed information on program participation cost, informing students of how their coursework will be recorded on their transcript, ensuring that advising agreements are completed prior to departure, emphasizing student responsibility, and alerting students that there may be differences between home and host campus procedures, services, and timelines.

24.1.1.2. Host Campus

The host campus coordinator should hold a group orientation for incoming students prior to the first day of classes. During the orientation, the coordinator should familiarize students with the host institution academic regulations and standards, financial obligations, payment policies, student code of conduct, and NSE policies governing their stay. Verbal information should be reinforced by clear and concise written documentation. Orientation should also include information which might be specific to the campus or the area dealing with such issues as cultural differences, health and safety issues, and disaster preparedness (e.g., areas in which hurricanes, typhoons, tornadoes, or floods are prevalent).

24.1.2. Disclaimers, Releases, Waivers, and Hold Harmless Forms

Individual member campuses are strongly encouraged to develop and use disclaimer statements, releases, waivers, or hold harmless forms and documentation which identifies the responsibilities and potential risks of participating in the National Student Exchange. For additional information, refer to Chapter 21 Risk Management.

24.2. Dealing with Disputes, Claims, or Pending Legal Action

Disputes may arise despite efforts to provide exchange students with accurate, timely information. Coordinators are expected to advise NSE HQ of any potential disputes, legal inquiries, or claims made by students who believe that the services provided by the home and/or host institutions have not been properly executed. Coordinators should document conversations, maintain copies of all related correspondence, and submit copies to NSE HQ. Procedures to be utilized in addressing student complaints or grievances are listed below.

24.2.1. Steps Toward Resolution

When a student perceives a situation inconsistent with published policies and procedures as stated in the NSE Membership Agreement, the NSE Placement Acceptance Form, home or host campus NSE policies and procedures, or home or host campus rules and regulations, the student should bring the matter, ideally in writing, to the attention of the appropriate NSE coordinator. The NSE coordinator shall then work with the student to resolve the dispute.

If the matter remains unresolved, the student shall be asked to summarize the complaint in writing and submit the summary to the NSE coordinator who will then provide a copy to his/her immediate supervisor. The summary should identify the individuals or offices involved, describe the nature of the complaint, and specify the resolution requested.

The NSE Coordinator or other appropriate personnel shall immediately send a copy of the complaint to NSE HQ, seek advice on resolution from NSE HQ, invoke resources available to informally resolve the issue in a timely manner, keep a complete record of all communication, provide a written resolution or determination to the complainant as quickly as possible (not to exceed 30 business days from the date the written summary was received), and send a copy of the resolution or determination to NSE HQ.

24.2.2. Institutional Grievance or Judicial Procedure

If the resolution reached by the NSE coordinator and/or supervisor is not deemed satisfactory to the complainant, the next step is resolution through the institution grievance or judicial process. In such case, the complainant shall follow published procedures in effect at the appropriate institution, home or host. The NSE coordinator or appropriate personnel shall fully cooperate with the requirements of the local grievance/judicial process and keep NSE HQ informed of the process and progress.

24.2.3 NSE HQ Review

If the resolution reached by the home or host campus grievance/judicial process is deemed unsatisfactory to the complainant, student may request that NSE HQ review the matter. At that time, the complainant will be asked to submit the following information:

• a written summary of the complaint identifying the nature of the problem, the individuals and offices involved, and the remedy which had been requested
• a copy of the written resolution or determination provided by the NSE coordinator and/or supervisor
• complete description of the campus grievance/judicial process
•  a copy of the written resolution or determination reached through the campus grievance or judicial process
• the reason that the campus resolution or determination is not deemed satisfactory

Upon receipt of the above information, NSE shall:

• provide a written acknowledgement to the complainant
• inform the home and host coordinators that review has been requested of NSE HQ advise the NSE Council of the complaint
• advise the NSE attorney of the complaint and seek advice regarding appropriate involvement of NSE conduct a thorough investigation of the complaint using all the appropriate resources available and in cooperation with respective institution officials
• NSE shall advise the complainant and home and host coordinators of the results of the review within 60 days.