Editing Herzing Issues: Complaint Handling and Investigations (section)

=== HU-167d: Nicole Franklin and Stephanie Black, two of the six institutional contacts the reporting student emailed during the active accommodation failure, were simultaneously out of office: Franklin supporting the Birmingham Campus during a transition period and Black on PTO ===
{| class="wikitable" style="width:100%"
! style="width:14em" | Severity
| Medium
! style="width:14em" | Status
| CONFIRMED
|-
! Issue type
| Key Escalation Contacts Simultaneously Out of Office During Active Accommodation Failure
! Date added
| 2026-06-13
|-
! Owner
| colspan="3" | Dr. Nicole Franklin (Senior Director of Academic Operations) / Dr. Stephanie Black (Dean of Prelicensure Nursing) / Herzing Academic Affairs
|}
'''Finding.''' When the reporting student emailed six institutional contacts at approximately 3:39 PM on Saturday June 13, 2026 to report an active accommodation failure, at least two of the six contacts were unavailable and had auto-replies enabled. Dr. Nicole Franklin's auto-reply stated she was currently supporting the Birmingham Campus during a period of transition. Dr. Stephanie Black's auto-reply stated she was out of the office on PTO and would respond as soon as possible. Both are senior institutional figures who would normally be expected to provide oversight or intervention in a student-accommodation crisis. Their simultaneous absence during a weekend accommodation failure left the student without real-time institutional recourse from at least two of his escalation contacts.

'''Evidence.''' Screenshot of the reporting student's Herzing inbox (June 13, 2026, 3:39 PM) showed auto-reply emails from Nicole Franklin and Stephanie Black visible in the open draft compose window. Source Group: seven ProctorU chat and screen screenshots (Saturday June 13, 2026, 3:27 PM to 3:44 PM CDT); email from the reporting student to Dr. Danielle Laban, Dr. Nicole Franklin, Dr. Raywattie Prashad, David Steele, Dr. Stephanie Black, and Dr. Tanetshia Brown (sent approximately 3:39 PM, June 13, 2026); a follow-up email from the reporting student confirming the exam was completed after a delay of over one hour and fifteen minutes; provided by the reporting student.

'''Reported statement.'''
<blockquote>[Franklin auto-reply:] I am currently supporting the Birmingham Campus during a period of transition. [Black auto-reply:] I will respond to your message as soon as... [PTO notice visible].</blockquote>

'''Standards.''' HLC Criterion 3.D requires student support services that are adequate, accessible, and appropriately staffed. 34 CFR 668.14 addresses administrative capability, including accessible student services. Two senior institutional contacts being simultaneously unavailable on a weekend during an active accommodation failure raises an institutional-coverage and student-support concern. Recorded as a staffing-availability and escalation-path concern. Lead: {{HU|HU-167}}.

'''Impact.''' The simultaneous absence of two senior contacts reduced the student's realistic escalation paths during a time-sensitive accommodation failure on a Saturday.

'''Notes.''' Sub-issue of {{HU|HU-167}} (lead). CONFIRMED from inbox screenshots showing auto-replies. Documented 2026-06-13.