The 3 C's

Stanbridge University
New Faculty Training
The 3 Cs:
Compliance, Completion, and Customer Service
Stanbridge University ©2017

Purpose
• To introduce a 3-point guide for success at
Stanbridge University: The 3 C’s
• C1 - Compliance
• C2 - Completion
• C3 - Customer Service

Federal
Department of Education
State Accreditor
Bureau for Private Postsecondary
Education
Accrediting Commission of Career Schools
and Colleges
(BPPE) (ACCSC)
Program-Specific Licensing Board
C1 - COMPLIANCE: Educational Triad

C1: State Regulators
• The BPPE is a unit of the California Department of Consumer
Affairs charged with regulation of private postsecondary
educational institutions in the state of California
• Without BPPE approval, we cannot operate as a school in
California
• BPPE conducts routine announced and unannounced
compliance inspections to determine compliance with
standard minimum requirements per California Education
Code, Title 3 and Title 5, California Code of Regulations
• Consider the BPPE the “guardians of student complaints”

C1: Accreditor
• National Accreditation
• Accrediting Commission of Career Schools and Colleges
(ACCSC)
• “Gatekeeper to Title IV”
• Outcomes driven:
• Retention
• Completion
• Placement
• Licensure
• Student Satisfaction

C1: Accreditor
• Programmatic Accreditation
• Most Stanbridge programs also have additional approval by programmatic accreditors
• Program quality assurance
• Faculty requirements
• Completion, licensure, placement
• OTA - Accreditation Council for Occupational Therapy Education (ACOTE)
• PTA – Commission on Accreditation in Physical Therapy Education (CAPTE)
• MSOT - Accreditation Council for Occupational Therapy Education (ACOTE)
• Vet Tech – American Veterinary Medical Association (AVMA)
• BSN – Commission on Collegiate Nursing Education
• ADN – California Board of Registered Nurses (BRN)
• LVN – California Board of Vocational Nursing and Psychiatric Technicians (BVNPT)

C1: Federal Regulations
• Important Federal Regulations
• ADA
• ADA-P
• FERPA
• Title IX

• Americans with Disability Act (ADA)
• Treat any requests with the highest levels of confidence
• If a request for accommodations is received direct
student to contact:
• Sasha Heard, Director of Accreditation and Compliance
• sheard@stanbridge.edu
• 949.794.9090 x5206
• Send Sasha an email with student name and any known
details
• Note in student’s file that a request has been made and
that student was referred to the ADA Compliance Officer
• Instructor does NOT attempt to give accommodations to
student him/herself—this is a huge compliance violation

• Americans with Disability Act (ADA) – cont.
• If request for accommodations is approved by the ADA
Compliance Officer, the instructor is notified of the
approved protocols
• Hold this information in the highest of confidence
• Do not discuss accommodations in front of other students

• ADA - Pregnancy
• Similar to ADA, a pregnant woman may ask for
accommodations
• Weight-lifting restrictions, standing on feet, etc.
• If a request for accommodations is received direct student to
contact:
• 949.794.9090 x5206
details
• Note in student’s file that a request has been made and that
student was referred to the ADA Compliance Officer
• Instructor does NOT attempt to give accommodations to
student him/herself—this is a huge compliance violation

• ADA – Pregnancy – cont.
• If request for accommodations is approved by the ADA
Compliance Officer, the instructor is notified of the
approved protocols
• Hold this information in the highest of confidence
• Do not discuss accommodations in front of other students

• Family Educational Rights and Privacy Act (FERPA)
• Protected information cannot be given to anyone other
than the student unless student has signed a release
form
• Do not discuss any details related to protected
information (gender, race, ethnicity, sexual orientation,
etc.) in front of others
• Do not discuss details regarding grades, GPA,
probationary status, etc., in front of others

• Title IX (of the Education Amendments of 1972)
• Protects students from discrimination based on sex,
including sexual violence
• Institutions must operate in a non-discriminatory
manner
• As an institution, we are reporters of any assault or
abuse based on gender disclosed to us, on or off campus
• If an assault is happening or has just happened and
safety is a concern call 911.

• Title IX (of the Education Amendments of 1972) – cont.
• If student is in no immediate danger then direct student to
contact:
• 949.794.9090 x5206
details
• Note in student’s file that a request has been made and that
student was referred to the Title IX Compliance Officer
• We will then investigate the incident and provide remedies as
necessary

C1: Important for Compliance
• Program Hours!
• Instructors are attesting students are in class the
advertised time
• Instructors do NOT end classes early!
• Watch break/lunches – do not extend
• If program is 1808 hours then students must get 1808
hours of instruction

C1: Why is it Important?
• Financial Aid!
• Federal government is concerned with student loan debt
and ability to repay
• Students get aid based on credit/clock hours
• If clock hours are modified, students are technically
receiving too much money

C1: Institutional Compliance
Issues
• Uniforms: Enforce dress code
• Students appreciate structure and form; consistency
• Don’t let some students flaunt the rules
• Does not lend to faculty credibility to stay silent
• Start by modeling behaviors and rules yourself

Issues
• Food & Drink
• No food in classrooms
• Drinks must be in a closed container
• High level of technology in classroom; expensive
damage can be sustained if food or drink spills
• Limited numbers of back-up computers for exams; no
one wants to use a sticky, gross keyboard

Issues
• Enforcing the Rules
• Always be respectful; never single any one individual out
• Have a private conversation outside or after class
• If there is a classroom-wide issue then it is appropriate
to discuss with the class as a whole

Issues
• Cheating: Walk the classroom always while a test is
being delivered!
• If you catch a student cheating, have the conversation in
private
• 1st offense – zero on the exam
• 2nd offense – dismissal from program
• eRosters: Accurate attendance ensures
instructional hours are computed accurately

C1: Student Code of Conduct
• Alcohol/Drug Use
• Notify your Program Director if you suspect a student of
being under the influence; don’t look the other way!
• Keep in mind an allegation isn’t enough; it must be
something that can be substantiated
• Smell on the breath, dilated pupils, strange behavior,
witnessing actual alcohol/drug usage
• Your Program Director will contact the Dean of Students
and the issue will be investigated

• Bullying - a nationwide problem
• Definition: The aggressive and hostile acts of an individual or
group of individuals who are intended to humiliate, mentally
or physically injure or intimidate, and/or control another
individual or group of individuals.
• Such aggressive and hostile acts can occur as a single, severe
incident or repeated incidents, and may manifest itself in the
following forms:
• Physical Bullying includes pushing, shoving, kicking, poking, and/or
tripping another; assaulting or threatening a physical assault;
damaging a person’s working or studying space or personal
property; and/or damaging or destroying a person’s work or study
product.
• Verbal/Written Bullying includes ridiculing, insulting, or maligning
a person, either verbally or in writing; addressing abusive,
threatening, derogatory, or offensive remarks to a person; and/or
attempting to exploit an individual’s known intellectual or physical
vulnerabilities.

• Bullying – Definition (cont.)
• Nonverbal Bullying includes directing threatening
gestures toward a person or invading personal space,
after being asked to move or step away.
• “Cyber Bullying” is defined as bullying an individual
using electronic form, including, but not limited to, the
Internet, interactive and digital technologies, or mobile
phones.

• Bullying – a nationwide problem
• Zero tolerance for bullying on campus
• Do not look away
• Upon receiving a complaint, inform both your Program
Director and Student Services
• Betsy Peyton, Dean of Students
• epeyton@stanbridge.edu; x5283
• Cynthia Barahona, Director of Student Services
• cbarahona@stanbridge.edu; x5158

C2: Completion - Pathway to
Completion
• Student Orientation
• Depending upon the program, students attend an
exhaustive, extensive orientation that lasts 2 – 4 days
• Students do NOT sign their enrollment agreement until
the last day of orientation has been completed
• By this time students have reaffirmed their commitment
to success and why they are here
• Students go into their program understanding the
expectations that have been set regarding rigor of
coursework, time commitment involved, and they have
a clearly defined goal and pathway to that goal

C2: Pathway to Completion
• Students’ Ultimate Goal: to Help Others
• To help others  must get job
• To get job  must pass licensing exam and get license
• To get license  MUST COMPLETE PROGRAM
• To complete program  ?????

• Completion Begins Before the Course Even Starts
• Know your syllabus inside and out
• Come to class prepared
• Engage your students

• Course Syllabus
• Contract between school and student
• Stick to it!
• If you are 1 ½ - 2 hours behind or ahead of schedule, let your
Program Director know
• It adds up quickly and can affect how content fits into major
blocks for testing

• Come to Class Prepared
• Strong correlation between instructor preparation and
students’ desire to continue in the program
• Have a Compass: objectives for the class session
• State at beginning of class; use them to navigate the class
• Repetition
• Recap each concept before moving on to the next
• Each time recap previous concepts as well (i.e. finish concept 1,
recap, finish concept 2, recap 1 & 2, finish concept 3, recap 1, 2
& 3, etc.)

• Engage Student in the Classroom
• #1 complaint: reading from PowerPoints
• #2 complaint: making tests too easy by giving all answers
before hand during review
• Raise the bar; set high standards, give students the
opportunity to rise to those standards

• Teaching Tip to Dramatically Improve Student
Retention
• Use the student’s name!
• Retention can improve by as much as 15% when calling the
student out by their name
• Student feels that you know who they are
• Students feels like they belong
• Strengthens student’s desire to stay in class

C3: Customer Service - Balancing Act
Customer
Service
Enforce Rules &
Requirements

C3: Customer Service
• Balancing Act
• Providing a service (education) while upholding rules
and standards
• Be courteous, respectful but still hold students’ feet to
the fire
• Model the rules, communicate well with your students

Thank You!

The 3 C's

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