Complaint Procedure

The providers in the Counseling Center are committed to addressing student complaints or concerns about any aspect of our services.  Every effort will be made to understand the concern and respond in an appropriate manner.  Students will be informed of the results of their suggestions or complaints.

 

A student may desire to resolve their complaint informally.  Because some complaints involve issues that are related to the therapeutic process, it is important that the student raise the issue with the counselor.  In this case, the student will talk with the staff member most directly related to the complaint or concern.  The student should make an appointment with the person in order to discuss the concern. 

 

If the student is dissatisfied with the meeting with the counselor or is unwilling to discuss the complaint with the person, the student may contact the Director of the Counseling Center.  The Director will request a meeting with the student to discuss the nature of the complaint.  She will then proceed with whatever steps are appropriate.

 

If a student has a complaint or concern; it is recommended that the student contact the Director of the Counseling Center.  A student may either write or make an appointment to meet with the Director:

 

Maureen J. Walls-McKay, Psy.D.

Director of the Counseling Center

Longwood University

434-395-2409

wallsmckaymj@longwood.edu

 

If a satisfactory resolution is not reached at this level, or if the circumstances are such that a complaint cannot be discussed with the Director, the student should contact Matthew McGregor, the Associate Dean of Wellness.  He can be reached at:

 

Health and Fitness Center

434-395-2356

mcgregormc@longwood.edu

 

If the student is not satisfied with the outcome of contacting the Associate Dean of Wellness, he or she is directed to the next highest level of administration, the Vice President for Student Affairs:

 

Tim J. Pierson, Ph.D.

Vice President for Student Affairs

Lancaster G03A

434-395-2039

piersontj@longwood.edu

 

If a complaint comes from a non-student, it is handled administratively first by the Director of the Counseling Center.  If a satisfactory resolution has not been achieved, the person is invited to contact the individual next in the line of authority, as discussed above.