Standards Showcase Section 12: Academic and Student Support Services

The institution provides appropriate academic and student support programs, services, and activities consistent with its mission. (Student support services)

Core Requirement
U.S. Department of Education Requirement

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How does MTSU demonstrate compliance with this standard?

MTSU provides academic and student support programs, services, and activities consistent with the MTSU Mission to offer “exceptional programs at the undergraduate and graduate levels that prepare students to thrive in their chosen profession and prioritize student success.” These services support MTSU’s diverse student population, including large numbers of underrepresented minority, first generation, Pell-eligible, non-traditional, transfer, and veteran students. The Division of Academic Affairs and the Division of Student Affairs, which are supported by the Division of Information Technology, are the divisions primarily responsible for providing student support services.

The Division of Academic Affairs at MTSU provides comprehensive academic support aligned with the university’s mission of student success and high‑quality educational experiences. A summary of the departments and services provided by the Division of Academic Affairs is included in the table below:

Department/Unit	Key Services
Office of Student Success (OSS)	Academic advising coordination, predictive analytics, academic alerts, tutoring, supplemental instruction, Scholars Academy, REBOUND program, Upward Bound.
College Advising Centers	Professional advising, new student orientation participation, transfer support, outreach to at‑risk students, multiple advising modalities, Advisor Mastery Program (AMP).
Office of Institutional Effectiveness, Planning & Research (IEPR)	DFW reports, assessment analytics, Fact Book, dashboards on enrollment/retention, NSSE/FSSE administration, Graduating Senior Survey.
Academic Departments & Colleges	Faculty mentoring, research opportunities, experiential learning, student organization advising, specialized labs, honor societies, community‑related clinics.
Undergraduate Research Center (URC)	Research grants, Scholars Week, national conference preparation, faculty‑mentored research.
University Writing Center	Writing tutoring, in‑person and online appointments, long‑term writing support, writing resources.
James E. Walker Library and MTSU Archives Centers	Research resources, technology‑equipped study spaces, MakerSpace, Adaptive Technology Center, Tutoring Spot, Writing Center, archives connections, Albert Gore Research Center, and Center for Popular Music.
MT One Stop	Registration, tuition and billing, transcripts, financial aid processing, Degree Works, veteran benefit services, PipelineMT support.
New Student & Family Programs (NSFP)	CUSTOMS orientation, student transition support, academic and financial readiness sessions.
International Affairs & Education Abroad	Study abroad advising, exchange programs, international student support, financial aid guidance.
Veterans & Military Family Center	Transition support, career counseling, peer mentoring, veteran‑friendly course connections, GI Bill assistance, dedicated study/social spaces.
Center for Teaching & Mentoring	Faculty development, course redesign, instructional consulting, workshops, Faculty Learning Communities, online professional resources.

In partnership with the Division of Academic Affairs, The Division of Student Affairs provides programs and services that support students’ academic achievement, personal development, and overall quality of life. Its units organize student support around engagement, involvement, leadership, residential life, and services for both the general student body and specific student populations. A summary of departments and services is provided in the table below:

Department/Unit	Key Services
Connection Point Program	Welcome Week events, campus engagement activities, co‑curricular record tracking via myMT, campus‑wide events calendar.
Career Development Center (CDC)	Career planning, MBTI®, Strong Interest Inventory®, SDS® assessments, résumé/cover letter guidance, Handshake job platform, career fairs (in‑person & Zoom).
Student Health Services (SHS)	Primary health care, wellness outreach, immunizations, record management, >22,000 annual contacts, compliance with state/federal guidelines on medical records.
Campus Recreation	Fitness & wellness programs, aquatics, competitive sports, outdoor recreation, 180,000 sq ft rec center, athletic fields, Spirit Program (cheer & dance teams).
Office of Student Care & Conduct	Behavioral expectations education, conduct investigations, conflict resolution, sanctions, administration of University Policy 540, disciplinary process guidance.
Disability & Access Center (DAC)	Academic accommodations, advising, AIM database tracking, note‑takers, readers, scribes, auxiliary aids, Adaptive Technology Center, early registration, adaptive recreation.
Student Athlete Enhancement Center (SAEC)	Academic advising, tutoring/mentoring, progress monitoring, pre‑registration, structured study plans, NCAA rules education, CHAMPS Life Skills program.
Counseling Services	Same‑day screenings, short‑term counseling, referrals, psycho‑educational groups, drop‑ins, emergency hospitalization coordination, suicide prevention support.
Student Food Pantry (SGA‑partnered)	Food assistance, online request system, donations from students, faculty, staff, and community, >3,200 annual visits.
TRIO Student Support Services (SSS)	Tutoring, financial advising, academic/career counseling, cultural events, workshops, grants/scholarships, computer lab, LASSI assessments.
Next Step Program	Support for students experiencing homelessness, foster care involvement, or unaccompanied status, peer mentoring, access to academic, financial, social, and health resources, micro‑grants & emergency loans.

In addition to the services provided for all learners, MTSU provides extensive academic and student support for distance education and off-campus students, as summarized in the table below:

Department/Unit	Key Services
MTSU Online	Virtual orientation, online tutoring, student support course embedded in the learning management system, extensive training and support to faculty who develop and teach online courses.
Dual Enrollment	Specialized orientations, advising, and guidance on course registration and state-funded dual enrollment grants.
MTSU Test Center	Flexible in-person and off-campus exam proctoring.

The Information Technology Division (ITD) supports faculty and students through oversight and administration of the university’sstudent information system, PipelineMT portal, and learning management system. ITD also offers technology support via the Service Desk. In partnership with MTSU Online, ITD implements standardized policies and practices for maintaining and populating online course shells with approved course material for on-campus, online, and off-campus student use.

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What questions might the On-Site Review Committee ask during their visit to confirm MTSU’s compliance with this standard?

• How does MTSU’s organizational structure affect its delivery of academic and student support programs, services, and activities?
• What is the student body profile and do MTSU’s academic and student support programs, services, and activities serve all levels of students?
• How do the programs, services, and activities differ between undergraduate, graduate, and professional students?
• How do the academic and student support programs and services effectively promote MTSU’s mission?
• How do students taking courses at off-campus instructional sites (including high school dual enrollment sites) and branch campuses, or taking distance and correspondence education courses, access student support programs, services, and activities?
• What academic support programs, services, and activities exist for faculty?
• How does MTSU ensure that its academic support programs?

The institution provides appropriate academic and student support programs, services, and activities consistent with its mission. (Student complaints)

Core Requirement
U.S. Department of Education Requirement

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How does MTSU demonstrate compliance with this standard?

MTSU publishes procedures to ensure written student complaints are addressed, follows its procedures when resolving student complaints, and maintains records of complaints and their resolution. Distance education and off-campus students follow the same complaint procedures as students in on-campus programs. The university maintains a decentralized system for receiving, handling, and recording student complaints, with each unit responsible for documenting cases and ensuring confidentiality. Complaints outside formal channels are redirected to the appropriate office for resolution and recordkeeping. Complaints are also analyzed to identify patterns or recurring issues in order to make improvements. 

The university provided examples of received complaints since the last reaffirmation. The type, responsible individual, location of published procedures, and location and elements of records for each category of complaints are summarized in the tables below:

Academic Complaints

Complaint Type	Responsible Individual	Publication Location	Complaint Review & Resolution Process	Location & Elements of Record
Undergraduate Academic Probation/ Suspension Appeals	University Registrar	Procedure and Information posted on MT One Stop student services website, Undergraduate Catalog, 24-25 Blue Raider Planner and Handbook, and linked from the Student Complaints and Grievances website.	Student completes Academic Suspension Appeal Form. The Registrar convenes college-level subcommittee of Academic Appeals Committee to review. Student may appear in person. Committee decision is final. Results are posted and accessed in PipelineMT.	Forms that include name, student ID #, Appeal Term, email, and supporting documentation are retained in the Registrar’s Office.
Graduate Academic Probation/ Suspension Appeals	College of Graduate Studies Dean	Procedures posted on College of Graduate Studies (CGS) website and Graduate Catalog and linked from the Student Complaints and Grievances website.	After consulting with program coordinator (director) and department chair, student appeals in writing to CGS Dean. Upon receiving an appeal, the CGS Dean will inform the Chair of the Graduate Council, who will convene the Graduate Council Appeal Advisory Committee. The Committee will review all documents and make a recommendation to the CGS Dean. Upon receiving and reviewing the Committee’s recommendation, the Dean will make a final decision.	Written appeals, supporting documentation, and responses are retained in the Office of the CGS Dean.
Grade Appeals	Vice Provost for Faculty and Strategic Initiatives	Process is outlined in Policy 313, Undergraduate Catalog, Graduate Catalog, 24-25 Blue Raider Planner and Handbook, and linked from the Student Complaints and Grievances website.	Student meets with the instructor and department chair, who put their decisions in writing. If no resolution, student completes Appeal form and submit to Vice Provost for Faculty and Strategic Initiatives who convenes Grade Appeals Committee. Student may attend committee meeting. Committee reviews documentation and makes final decision.	University Registrar maintains records of appeals that are upheld as documentation for the changed grade. Vice Provost for Faculty and Special Initiatives maintains records of appeals that have been denied.   Records include name, student ID #, grade appeal form, written appeal, instructor name, course information, syllabus, grade requested, supporting documentation, instructor decision, chair decision, and committee decision.
Distance Education	Assistant Coordinator for Student Services who reports to the Associate Vice Provost for Online Learning	The ‘Report an Issue’ form is posted on the MTSU Online Website and the Student Complaints and Grievances website.	The contact form is forwarded to the Assistant Coordinator for Student Services, who responds immediately when able to resolve the issue or refers and monitors the matter to the appropriate office and/or individual and monitors the ensuing discussion until its resolution.	Dedicated Contact forms include student name, email address, phone number, and nature of complaint, and response and are retained by the MTSU Online Assistant Coordinator in a dedicated email folder.
Dual Enrollment	Director, Dual Enrollment and Associate Dean, University College	The ‘Report an Issue’ form is posted on the Student Complaints and Grievances website.	The contact form is forwarded to the Associate Dean and Director of Dual Enrollment who respond immediately when able to resolve the issue or refer the matter to the appropriate office and/or individual and monitor the ensuing discussion until its resolution.	Contact forms include student name, email address, phone number, nature of complaint, and response and are retained in the University College electronic records database.
Off-Campus Instructional Site	Associate Dean, University College	Procedures and ‘Report an Issue’ form is posted on the University College website and the Student Complaints and Grievances website.	The contact form is forwarded to the Associate Dean who responds immediately when able to resolve the issue or refers the matter to the appropriate office and/or individual and monitors the ensuing discussion until its resolution.	Contact forms include student name, email address, phone number, nature of complaint, and response and are retained in the University College electronic records database
Non-Tennessee Resident Students in State Authorization Reciprocity Agreement (SARA) States	Associate Dean, University College and Tennessee Higher Education Commission (THEC)	Complaint Resolution Policies and Procedures are posted on the MTSU Online website and the Student Complaints and Grievances website.	Complainants not satisfied with the outcome of the Institution’s internal process may appeal, within two years of the incident about which the complaint is made, to the Tennessee Higher Education Commission (THEC) Division of Postsecondary State Authorization (DPSA).	N/A
Other Academic Complaints	Vice Provost for Faculty and Special Initiatives	Procedure posted on the Student Complaints and Grievances website.	For a problem in a course, always begin with the faculty member. Only contact the Department Chair if the result of communicating with the faculty member is not satisfactory. Similarly, only contact the Dean and then the Provost if a resolution does not occur as a result of communication at earlier steps in the process. Email addressed to dean, chair, or “contact us”. The dean/chair investigates and responds to student.	Electronic and paper records include name, MTSU email address, nature of complaint, and response and are retained in the offices of the dean, director, or chair.

Student Complaints

Complaint Type	Responsible Individual	Publication Location	Complaint Review & Resolution Process	Location & Elements of Record
Billing	Bursar	Billing complaints may be filed through the MT One Stop or from the Student Complaints and Grievances webpage.	Student email is routed to staff in the Bursar’s Office who respond immediately when able to resolve the issue or refer the matter to the appropriate office and/or individual and monitor the ensuing discussion until its resolution.	Emails are stored in shared file in the Bursar’s Office. Records include name, email address, student id#, nature of complaint, and response.
Accommodations and Grievances	Director, Disability and Access Center, Vice President for Student Affairs and Dean of Students, Office of Civil Rights Compliance	The Disability & Access Center Grievances webpage provides an email address for grievances.	Student email is routed to the Director of the Disability and Access Center who responds immediately when able to resolve the issue or refers the matter to the appropriate office and/or individual and monitors the ensuing discussion until its resolution. Grievances based on the actions of the Center are handled by the Vice President for Student Affairs and Dean of Students.	Email complaints are entered into the AIM database. Records include name, advisor, and accommodation requests and responses.
Financial Aid Complaint	Financial Aid Director	Financial Aid complaints may be filed through the MT One Stop or from the Student Complaints and Grievances webpage.	Student email is routed to staff in the Office of Financial Aid who respond immediately when able to resolve the issue or refer the matter to the appropriate office and/or individual and monitor the ensuing discussion until its resolution.	Emails including name, student id#, aid year, code, and nature of complaint and response are uploaded into Banner Document Management with MT One Stop issues.
Financial Aid Appeal	Financial Aid Director	Student Complaints and Grievances links to Financial Aid Appeals which provides instructions and interactive forms for filing each type of appeal.	After student receives Notice of Financial Aid Warning and then Suspension, they complete interactive appeal form and include a personal statement and supporting documentation. Financial Aid Appeals Committee reviews and relays decision with options to student including re-appeal to the Faculty Financial Aid Committee.	Appeal form including name, DOB, student ID#, phone, email, semester, GPA, personal statement, and supporting documentation are uploaded into Banner Document Management with MT One Stop issues.
Federal Student Aid Feedback Center	Financial Aid Director assists FSA Resolution and Referral Management Group	Student Complaints and Grievances website links to Feedback to Federal Student Aid (Studentaid.gov/feedback-center/) to submit feedback about an issue, suspicious activity, or scam.	FSA sends the complaint to the MTSU Director of Financial Aid for documentation. The FSA Resolution and Referral Management Group make the final determination.	FSA request and documentation provided by MTSU including student name and federal complaint number is stored on the Financial Aid Shared Drive.
Fraud Regarding Student Loan Borrowing	Financial Aid Director assists Federal Loan Servicer.	For student complaints regarding fraudulent borrowing of a federal student loan in their name, the student is instructed to make the complaint to the federally assigned loan servicer.	Students can identify their federally assigned loan servicer through studentaid.gov. The loan servicer will email a request for documentation to the Financial Aid Assistant Director, who oversees the federal loan processing at MTSU. Federal Loan Servicer makes final determination.	FSA servicer request and documentation provided by MTSU including student name, SSN, and case number is stored on the Financial Aid Shared Drive.
Housing	Director of Housing and Residential Life	Student Complaints and Grievances website provides a link to Housing Incident Reporting Form and email and phone numbers.	Form and/or email is routed to the Director of Housing and Residential Life, who responds immediately when able to resolve the issue or refers the matter to the appropriate office and/or individual, and monitors the ensuing discussion until its resolution.	Contact forms and emails, including name, email address, and nature of complaint and response, are stored in the Student Affairs database.
Privacy of Student Records/ FERPA	Compliance and Risk Manager	Student Complaints and Grievances webpage provides a link to Policy 318 Access to Education Records and an email address to the Office of Compliance and Enterprise Risk Management (CAERM). CAERM website provides FERPA Investigation Process, Tips for Filing a Complaint, and FERPA Complaint Form.	Manager receives complaint form and contacts student within 48 hours. Manager investigates and provides a report to University Counsel, Provost, Vice President for Business and Finance, and meets with complainant to review final disposition.	Contact forms, including student’s name, email, and phone, accused’s name, email, and phone, nature of complaint, and investigation reports are stored in the Office of Compliance and Enterprise Risk Management.
Athletics Integrity and Conduct of Athletics Staff	Compliance and Risk Manager	Student Complaints and Grievances and Student Athlete Handbook provide links to Student-Athlete Conflict Resolution Process and Athletics Integrity Complaint Form.	Office of Compliance and Enterprise Risk Management (CAERM) provides links to Policy 90 Athletics Integrity and Conduct of Athletics Staff and Tips for Filing a Complaint. After addressing complaint with staff, then head coach, student-athlete submits written formal complaint to Senior Associate Athletic Director or Director of Athletics. If not resolved, student-athlete submits written formal complaint to Compliance and Risk Manager who investigates and provides report to student-athlete and copied to the sport administrator, faculty athletics representative (FAR), Director of Athletics, University Counsel, and the President.	Contact forms, including student’s name, email, and phone, accused’s name, email, and phone, nature of complaint, and investigation reports are stored in the Office of Compliance and Enterprise Risk Management.
Fraud, Waste, or Abuse	Audit and Consulting Services	Student Complaints and Grievances links to the Audit and Consulting Services website: Reporting Fraud, Waste, or Abuse and Reporting Form.	Student completes form; Chief Audit Executive investigates and reports to the Audit and Compliance Committee of the MTSU Board of Trustees and the TN Comptroller of the Treasury.	N/A
Accreditation or violations of state law not resolved at the Institution	Tennessee Higher Education Commission (THEC).	Student Complaints and Grievances links to the Complaint Process Concerning Accreditation and Fraud.	Students who wish to file a complaint related to accreditation or regarding violations of state law not resolved at the institution may submit a complaint to the Tennessee Division of Consumer Affairs, which refers complaint to Tennessee Higher Education Commission and University Counsel for response.	N/A
Complaint against an MTSU student for student conduct violation	Assistant Dean, Student Care and Conduct	Student Complaints and Grievances and Office of Student Care and Conduct link to the Student Conduct Incident Reporting Form and Student Conduct Disciplinary Process governed by Policy 540 Student Conduct.	Student submits form to Student Care and Conduct. Staff member investigates, meets with accused, and may refer to Student Judicial Board or the University Discipline Committee.	Disciplinary records are maintained in the Maxient Care Database and include student’s name, email, address, classification, major, GPA gender, ethnicity, case information, description of violation, investigation report, case number, and correspondence with the accused.
Complaint against an MTSU student, faculty, staff, contractors, or third parties for harassment or discrimination	Assistant to the President for Civil Rights Compliance	Student Complaints and Grievances and 24-25 Blue Raider Planner and Handbook link to Discrimination and Harassment Reporting Form.	MTSU Policy 26 Discrimination and Harassment Based on Protected Categories Other than Sex outlines that the Office of Student Care and Conduct investigates if the accused is a student. Office of Civil Rights Compliance investigates faculty, staff, or third parties, and submits report to the appropriate vice president for determination which is communicated to Complainant and Respondent.	Office of Civil Rights Compliance and University Counsel maintain records which include date and location of incident, description, reporting person’s name, email, phone, relationship to person harmed. Contact information for person harmed and person accused, and investigation report.

Sexual Misconduct, Sex Discrimination, and Sexual Harassment Complaints

Complaint Type	Responsible Individual	Publication Location	Complaint Review & Resolution Process	Location & Elements of Record
Complaint against an MTSU student for sexual misconduct, discrimination, and/or harassment	Assistant Dean, Student Care and Conduct and Assistant to the President for Civil Rights Compliance	Student Complaints and Grievances links students to Sexual Violence Reporting Form and the email for the Assistant Dean, Student Care and Conduct.	University Policy 27 Misconduct, Discrimination, and Harassment Based on Sex Including Pregnancy, Sexual Orientation, and Gender Identity/ Expression and Reporting Sexual Misconduct flow chart explain that CRC staff member analyzes evidence and meets with the complainant and the respondent. In consultation with University Counsel, the Vice President for Student Affairs makes determination which is communicated to complainant and respondent.	Office of Civil Rights Compliance and University Counsel maintain records which include date and location of incident, description, reporting person’s name, email, phone, relationship to person harmed. Contact information for person harmed and person accused, and investigation report.
Complaint against an MTSU faculty, staff, or visitor for sexual misconduct, discrimination, and/or harassment	Assistant to the President for Civil Rights Compliance	Student Complaints and Grievances links students to the Sexual Violence Reporting Form and the email for the Assistant to the President for Civil Rights Compliance/Title IX Coordinator.	University Policy 27 Misconduct, Discrimination, and Harassment Based on Sex Including Pregnancy, Sexual Orientation, and Gender Identity/ Expression and Reporting Sexual Misconduct flow chart explain that CRC staff member analyzes evidence and meets with the complainant and the respondent. In consultation with University Counsel, the Provost or Vice President for Business and Finance makes a determination, which is communicated to the complainant and the respondent.	Office of Civil Rights Compliance and University Counsel maintain records which include date and location of incident, description, reporting person’s name, email, phone, relationship to person harmed. Contact information for person harmed and person accused, and investigation report.
Complaint against an MTSU student or employee in athletics for sexual misconduct, discrimination, and/or harassment (including complaints regarding gender equity in athletics)	Senior Associate Athletic Director/ Senior Women’s Administrator and Assistant to the President for Civil Rights Compliance	Student Complaints and Grievances links students to the Sexual Violence Reporting Form and the email for the Senior Associate Athletic Director/ Senior Women’s Administrator.	University Policy 27 Misconduct, Discrimination, and Harassment Based on Sex Including Pregnancy, Sexual Orientation, and Gender Identity/ Expression and Reporting Sexual Misconduct flow chart explain that CRC staff member analyzes evidence and meets with the complainant and the respondent. In consultation with University Counsel, the Provost or Vice President for Business and Finance makes a determination, which is communicated to the complainant and the respondent.	Office of Civil Rights Compliance and University Counsel maintain records which include date and location of incident, description, reporting person’s name, email, phone, relationship to person harmed. Contact information for person harmed and person accused, and investigation report.

General Complaints

Complaint Type	Responsible Individual	Publication Location	Complaint Review & Resolution Process	Location & Elements of Record
General Academic Affairs Complaints	Vice Provost for Faculty and Special Initiatives and Assistant to the University Provost	Students may email [email protected] (published on the Provost’s Office website and Student Complaints website).	The email is forwarded to the Vice Provost for Faculty and Special Initiatives and the Assistant to the University Provost who respond immediately when able to resolve the issue or refer the matter to the appropriate office and/or individual and monitor the ensuing discussion until its resolution.	Shared file within Office of the University Provost. Record includes student name, MTSU email address, nature of complaint and resolution.
General Business and Finance Complaints	Vice President for Business and Finance	Students may email [email protected] (published on the Division of Business and Finance website and Student Complaints website).	The email is forwarded to the Vice President for Business and Finance who responds immediately when able to resolve the issue or refers the matter to the appropriate office and/or individual and monitors the ensuing discussion until its resolution.	N/A
General Development and Advancement Complaints	Development Office Coordinator	Students may email [email protected] (published on the Development Office website and Student Complaints website).	The email is forwarded to the Development Office Coordinator who responds immediately when able to resolve the issue or refers the matter to the appropriate office and/or individual and monitors the ensuing discussion until its resolution.	N/A
General Marketing and Communications Complaints	Director, Resource and Operations Management	Students may email [email protected] (published on the Division of Marketing and Communications website and Student Complaints website).	Director responds immediately when able to resolve the issue or refers the matter to the appropriate office and/or individual and monitors the ensuing discussion until its resolution.	N/A
General Complaints Information Technology	ITD Service Desk	Students may email [email protected] (published on the Division of Student Affairs website and Student Complaints website).	The email is forwarded to the Vice President for Student Affairs/Dean of Students, who responds immediately when able to resolve the issue or refer the matter to the appropriate office and/or individual and monitor the ensuing discussion until its resolution.	Service Now Database
General THEC Complaints	THEC	The Tennessee Higher Education Commission Division of Postsecondary State Authorization Request for Complaint Review online form	THEC receives form, investigates, and resolves complaint	N/A

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What questions might the On-Site Review Committee ask during their visit to confirm MTSU’s compliance with this standard?

• How does MTSU define a “written student complaint”?
• What are the policies and procedures governing written student complaints, and are they adequate to meet the needs of the students?
• How are the policies and procedures governing student complaints disseminated?
• Are there any differences in policies based on location or on mode of delivery?
• How was the policy approved and how is it revised if necessary?
• Are the publicized policies and procedures consistently followed when resolving student complaints?
• Where and how does MTSU retain a record of student complaints?
• Is this record kept in a way to be able to discern if there are patterns in the complaints received?