Editing Herzing Issues: Complaint Handling and Investigations (section)

=== HU-157a: The CARES case was closed in the same email that denied the retake and declined proctoring supports, with the listed items largely unresolved ===
{| class="wikitable" style="width:100%"
! style="width:14em" | Severity
| Medium
! style="width:14em" | Status
| CONFIRMED
|-
! Issue type
| CARES Case Closed With Denied or Unresolved Items
! Date added
| 2026-06-05 (split 2026-06-06)
|-
! Owner
| colspan="3" | Dr. Nicole Franklin / Dr. Danielle Laban
|}
'''Finding.''' Dr. Nicole Franklin closed the reporting student's CARES case in the same June 5, 2026 email that conveyed the denied Fundamentals final retake and the declined proctoring supports. The four summarized items (computer funds from Financial Aid, an assigned proctor, the exam retake, and a ProctorU pre-test) were largely answered with not approved, not available, or a student-side workaround, yet the case was closed.

'''Evidence.''' Dr. Nicole Franklin (June 5, 2026) provided updates on the May 13 meeting items, with the assigned proctor not an available option, the exam retake not approved, and the ProctorU pre-test not a viable option, followed by closing the CARES case. Source Group: Dr. Nicole Franklin CARES follow-up, June 5, 2026.

'''Reported statement.'''
<blockquote>With this email, I will be closing your CARES case.</blockquote>

'''Standards.''' HLC Criterion 2.A (integrity) holds that a student-complaint or CARES process should resolve or clearly route the issues raised before closure, and closure should not foreclose remaining avenues. Closing the case while the retake was denied without a stated reason ({{HU|HU-155}}) and proctoring support was reduced to a workaround ({{HU|HU-156}}) is a process concern. Lead: {{HU|HU-157}}. See {{HU|HU-155}}, {{HU|HU-156}}.

'''Impact.''' With the case closed, the reporting student may lose a centralized channel for the unresolved items and may have to re-escalate separately.

'''Notes.''' Sub-issue of {{HU|HU-157}} (lead). Split 2026-06-06. No conclusion is drawn; the documented facts are the closure and the denied or reduced items.

<span id="HU-157b"></span>