How UNC Charlotte Uses Anonymous Reporting to Deliver Instant, Personalized Student Support

Innovation is a driving force for the University of North Carolina at Charlotte. From attaining R1 Carnegie recognition for its research efforts, to its involvement in elevating Charlotte as a national entrepreneurship hub, the institution is not satisfied to simply maintain the status quo.

That same mentality applies to UNC Charlotte’s approach to student support. Kaela Lindquist, Associate Dean of Students and Director of Student Accountability & Conflict Resolution, has seen first-hand how student expectations have changed over her 14 years with the institution.

“Today’s students want to feel heard. They want to feel respected. And they want to know that their voice matters.”

Although UNC Charlotte uses a number of different mechanisms for students to report concerns and share feedback, Lindquist and her colleagues felt there was more they could do to amplify and address their voices.

Handling sensitive issues with tact, transparency, and trust

The Office of Student Accountability & Conflict Resolution gets involved in a breadth of issues, from academic integrity and individual conduct violations to larger incidents involving student organizations.

Their existing tools allowed for anonymous reporting, but Lindquist’s team had no way to follow up or share resources with the individual in need—and no way to let them know their message was even received. 

“Institutions often have to act quickly and thoughtfully, while ensuring that the students feel safe coming forward with information,” explains Lindquist. “That balance is critical as we work to build a strong campus culture.”

The ability to start a dialogue when someone brings forward sensitive information can make or break the investigation process. With hazing allegations, for example, university administrators have to balance responsiveness and empathy. The challenge leaders like Lindquist face is multifold: 

• Create an environment where people feel safe sharing personal details.

• Make the process of reporting seamless.

• Collect relevant, actionable information as quickly as possible.

Applying the athletic department’s playbook campuswide

UNC Charlotte's athletics department had already been using RealResponse’s two-way, anonymous reporting platform for several years when Lindquist and Dr. Michelle Reinken, Assistant Vice Chancellor and Title IX Coordinator, began exploring what a broader rollout might look like.

The leaders joined forces around a shared question: What barriers were students experiencing when trying to communicate about sensitive or complex issues, and could RealResponse help remove them?

See, Hear, Care, Share

UNC Charlotte’s Office of Threat Assessment and Management recently rolled out the “See, Hear, Care, Share” initiative to encourage students to speak up on behalf of their peers when they witness concerning behavior or situation. The campaign also helps educate students about their various options for reporting information, and when to use each.

"We recognized the opportunity to make communication more accessible, intuitive, and aligned with how our students already expect us to interact with them."

Extending RealResponse across campus also opened the door to closer integration with the Office of Threat Assessment and Management, which had recently introduced a “See, Hear, Care, Share” campaign to promote open, proactive reporting.

Immediate connection, every time

One of the gaps Lindquist wanted to bridge was ensuring anyone who reports information is connected with additional resources. RealResponse makes it possible to send autoresponses with links to campus counseling and psychological services, policy documents, and emergency contacts. 

"We really try to build that trust, responsiveness, and clarity, not simply say, ‘We got your email,’ and move along. That was one of the pieces that was missing from our other reporting mechanisms.”

The platform's two-way messaging capability also improved the institution’s ability to follow up 24/7, 365 days a year. Whereas anonymous reports previously disappeared into a one-way void, administrators can now respond, ask clarifying questions, and keep a conversation going, even when a student isn't ready to identify themselves. 

Sending the message that every voice matters

The UNC Charlotte community still has multiple options for reporting information. But RealResponse has become a place where people can navigate the uncertainty and doubt that often accompanies coming forward.

"We get a lot of reports that start with, 'I have a concern, but I don't know if it's worth reporting.' I see this as a different entry point for people to be able to figure out, ‘Is this something I want to move forward with? Does the university care?"

The answer from Lindquist and her colleagues across campus is clear: Yes. Being able to share that affirmation in real time is changing how students engage.

"We've always cared. And now we can articulate that differently and then give somebody a pathway to consider that feels more authentic and less intimidating than coming into my office,” says Lindquist. “What feels different now is that when people express 'I don't know if this matters,' we can come back and affirm it does—because you matter."

That shift from institutional response to personal recognition is what Lindquist believes is changing the culture around accountability. Students want to feel heard and respected, not processed.

"People still crave the feeling of: 'You see me for who I am and the concerns that I'm bringing forward, and you care.' We have a unique opportunity to continue to make sure that our communications are personal to the individual, versus broad messaging that’s the same for everybody."

Learn more about how RealResponse can amplify the voices and insights you need to strengthen your institution's culture.