University of Houston-Clear Lake

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Compact with Texans

The University of Houston-Clear Lake (UHCL) is an upper-level educational institution with a distinct identity, whose primary role is to provide fair and equitable learning opportunities to graduate and undergraduate students. The University serves a diverse student population from the state, the nation, and abroad, particularly from the Houston-Galveston metropolitan area, by offering programs on and off campus.

The University's faculty, staff, and administrators are committed to providing a humane, responsive, and intellectually stimulating environment for productive learning and working. The University of Houston-Clear Lake emphasizes:

• learning through teaching, research, scholarship, and professional and community service;
• the advancement of knowledge;
• delivery of educational opportunities through new instructional technologies and through distance learning;
• a commitment to high academic standards;
• sensitivity to the needs of the students and communities served by the institution; and, above all,
  integrity in all institutional functions.

Solving Problems

The University of Houston-Clear Lake encourages informal resolution of complaints as the most effective solution to problems. Before filing a formal complaint, individuals are encouraged to first discuss the situation directly with the other person involved and, then, with the other person's supervisor if a resolution has not been reached.

Individuals needing assistance with directing their complaints or understanding the proper procedures may consult with the Dean of Students in the Student Assistance Center, Student Services and Classroom Building, Suite 1102, phone (281) 283-2567.

Individuals needing assistance with directing their complaints or understanding the proper procedures may consult with Dr. Anthony Jenkins, the Dean of Students, in the Dean of Students Office, Student Services and Classroom Building, Suite 1201, phone (281) 283-2567.

Formal Complaint Process

Interface with UHCL customers occurs in three primary areas: Student Services, Academic Affairs, and Administration & Finance. Complainants are invited to submit their complaints in writing, in person, via e-mail, or by telephone to the appropriate office, or to the University's customer service representative. Office titles, on-campus-building locations, box numbers, telephone numbers and email addresses are given below for offices in each of the three areas. Complaints in writing should be directed to the appropriate office using the specific office title and box number in the following address.

The university's customer service representative is as follows:

Mary Ann Shallberg
Executive Associate to the President
University of Houston-Clear Lake
2700 Bay Area Boulevard
Houston, Texas 77058

Office location: Room 2521 Bayou Building
Phone: 281-283-2004
FAX: 281-283-2010
E-mail: president@uhcl.edu or shallberg@uhcl.edu

Student Services

Student Services includes Career Services, Counseling Services, Testing Services, Student Financial Aid, Health Services, Disability Services, International and Intercultural Student Services, Student Assistance Center, and Student Life. These offices report to the Associate Vice President for Student Services and Dean of Students. Typically, the specific unit where a problem occurs will provide the fastest resolution. Therefore, complainants are invited to contact the directors of these units at the Student Services website, http://prtl.uhcl.edu/studentservices or in person or by telephone as follows.

Dr. Alfred Kahn
Director
Career Services, Counseling Services, Testing Services
SSCB 3109
Box 331
Phone: 281-283-2600
Fax: 281-283-2602
E-mail: kahn@uhcl.edu

Dr. Anthony Jenkins
Dean of Students
Student Assistance Center
SSCB, Suite 1201
Box 195
Phone: 281-283-2567
Fax: 281-283-2620
E-mail: jenkinsA@uhcl.edu

Mr. David Rachita
Assistant Dean of Student Life
SSCB, Suite 1204
Box 198
Phone: 281-283-2560
Fax: 281-283-2566
E-mail: studentlife@uhcl.edu

If resolution within the units is not achieved, individuals may contact the Associate Vice President for Student Services (AVP.) The AVP is responsible for interpreting and implementing student life policies, helping students resolve conflicts, and communicating student needs to the faculty and staff. Complaints regarding Student Services should be addressed to:

Dr. Darlene Biggers
Associate Vice President of Student Services
Bayou Building, Suite 2525, Box 349

Phone: 281-283-3025
Fax: 281-283-3009
E-mail: biggers@uhcl.edu

Academic Affairs

Academic Affairs includes the faculty members, division chairs, school deans and central academic administration of the University of Houston-Clear Lake, as well as Admissions, Academic Records, Institutional Effectiveness, the Neumann Library, Sponsored Programs and University Computing and Telecommunications.

Complaints regarding undergraduate and graduate programs should be directed to the Office of the Dean of the appropriate school. Information for each School is as follows:

Complaints regarding Academic Affairs services should be directed to the appropriate provider. Information for each Academic Affairs service provider is as follows.

If satisfactory resolution is not reached in a timely manner by working with the appropriate Academic Affairs school or service provider listed above, complaints should be directed to:

(For matters related to Admissions, Academic Records and Distance & Extended Education)

Dr. Yvette Bendeck
Associate Vice President for Academic Affairs
Bayou Building, Suite 2525
Box 74

Phone: 281-283-3000
Fax: 281-283-3009
E-mail: bendeck@uhcl.edu

(For matters related to Institutional Effectiveness, Neumann Library, Sponsored Programs and University Computing & Telecommunications)

Dr. A. Glen Houston
Associate Vice President for Information Resources
Bayou Building, Suite 2525
Box 74

Phone: 281-283-3000
Fax: 281-283-3009
E-mail: Houston@uhcl.edu

Or to:

Dr. Carl A. Stockton
Senior Vice President for Academic Affairs and Provost
Bayou Building, Suite 2525
Box 74

Phone: 281-283-3000
Fax: 281-283-3009
E-mail: gonzales@uhcl.edu

Administration and Finance

Administration and Finance provides a variety of services on behalf of the university for internal and external customers. Faculty and staff are considered internal customers, while students, alumni, and community members are the primary external customers.

Administration and Finance is responsible for facilities, bookstore and food services; business and accounting services; human resources; safety and security. Complaints pertaining to services provided by these departments should first be directed to the appropriate office.

Facilities

Mr. Dan Berry
Assistant Vice President
Facilities Management and Construction
Central Services Building
Box 322

Phone: 281-283-2250
Fax: 281-283-
E-mail: berry@uhcl.edu

Bookstore and Food Service

Ms. Debra Carpenter
Executive Director of Procurement and Payables
Bayou Building, Suite 2123
Box 137

Phone: 281-283-2150
Fax: 281-283-2156
E-mail: purchasing@uhcl.edu

Finance - Cashier and Student Accounting Issues

Mr. John Cordary
Associate Vice President for Finance
Bayou Building, Suite 2127
Box 105

Phone: 281-283-2136
Fax: 281-283-2137
E-mail: AVP_Finance@uhcl.edu

Human Resources

Ms. Katherine Justice
Executive Director of Human Resources and
Affirmative Action
Bayou Building, Suite 2537
Box 167

Phone: 281-283-2160
Fax: 281-283-2158
E-mail: justice@uhcl.edu

Police Department

Mr. Paul Willingham
Director, Police
Bayou Building, Suite 1636
Box 323

Phone: 281-283-2222
Fax: 281-4888-8585
E-mail: policechief@uhcl.edu

If satisfactory resolution is not reached in a timely manner by working with the appropriate department, complaints should be directed to:

Ms. Michelle Dotter
Vice President for Administration and Finance
Bayou Building, Suite 2317
Box 75

Phone: 281-283-2100
Fax: 281-283-2102
E-mail: dotter@uhcl.edu

The President has the ultimate responsibility for all concerns if satisfaction is not reached by addressing the problem with the appropriate department. Unresolved issues should be sent to:

Dr. William A. Staples, President
Office of the President
Attn: Ms. Mary Ann Shallberg
Executive Associate to the President
Bayou Building, Suite 2521
Box 43

Telephone: 281-283-2002
FAX: 281-283-2010
E-mail: president@uhcl.edu

The Customer Service Standards Act requires Texas higher education institutions to report on customer service on June 1st every even year. You can access UHCL Academic and Support Services Assessment survey report on  http://prtl.uhcl.edu/portal/page/portal/OIE/IR_PUBLICATIONS/UNIVERSITY_SURVEY. Should you have any questions about this report, please contact the Office of Institutional Effectiveness at 281-283-3008.

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