Managing Exceptions: Discretionary Decision-Making to Resolve Complex Student Issues

Now, more than ever, higher education institutions are dealing with students who present complex circumstances that may be barriers to degree completion. With the added factor of Covid-19, the pendulum has swung to accommodate beyond what may have been tolerated even five years ago. How can we feel confident in the decisions we make, especially when they involve situations we haven’t seen before, or that aren’t explicitly addressed in policy? How do we ensure fairness in our decision-making?

First Learning Outcome: Explain how to apply discretionary decision-making to a student request where institutional policy is unclear. 

Second Learning Outcome: Develop confidence in your own judgement and the decisions that you make, including when to escalate..

Third Learning Outcome: Understand how to connect your institution’s principles with your decision and how you communicate those decisions to students, staff and faculty.

Core Competency: Problem Solving

Proficiency: Records & Academic Services Proficiencies

Presenter(s): 

Nicola Woods University of Toronto

Josie Lalonde University of Toronto