Who to Contact for Support
It is important to contact the right person when you have a concern. Below is information that will help you identify who to contact and how to contact them. To view the contact information, click the "+" to expand.
Contact your mentor for help with:
- academic records
- degree planning
- choosing studies for the next term, including cross-registration
- solving problems related to studies and academic skills.
Find your mentor in the college directory.
Note: Your mentor's college email address is based on this pattern: Firstname.Lastname@esc.edu (note the period between the first and last name). For example, Jane Smith's email address would be firstname.lastname@example.org.
Contact the Student Information Center with questions regarding:
- financial aid and billing
- other administrative services.
800-847-3000, ext. 2285
Monday, Tuesday, and Wednesday, 8:30 a.m. - 5:00 p.m. EST
Thursday, 8:30 a.m. - 6:00 p.m.
Friday, 8:30 a.m. - 4:00 p.m.
Contact your local student services professional for help with:
- disability services (list of contacts)
- filing an academic appeal or student grievance
- questions about administrative procedures, incompletes
- difficulty with another student
- problems that you have not been able to resolve with your mentor or an administrative office; a list of contacts by region or program is available, along with a brief explanation of the process for resolving student problems.
Contact your local director of academic support for help with:
- writing, reading, mathematics, and statistics
- online and local tutoring services
- study skills (critical thinking, time management, and more).
The Empire State College Online Library
Reference and other library services are provided by the college's professional librarians during day, evening and weekend hours via email, phone, chat and the Web.
Contact the college librarians with questions regarding:
- information and inquiries regarding the library
- information about how to conduct research.
800-847-3000, ext. 2222
Sunday: 1 p.m.-9 p.m. ET
Monday-Thursday: 9 a.m.-9 p.m. EST
Friday: 9 a.m.-5 p.m. ET
Holiday hours, when applicable, are posted as an announcement on MyESC.
Note: If the librarian is offline, please ask your question using the Ask a Librarian form or one of the other methods above.
Please contact the Title IX Coordinator, Kerianne Silver
Title IX Coordinator Contact Information:
Phone: 1-800-847-3000 x1009
Or, our Counseling line at (800) 756-3124
If you feel you have been discriminated against, please contact Kerianne Silver, Title IX Coordinator.
Phone: 1-800-846-3000 x1009
PDF files can be opened and read with Adobe Acrobat Reader. If Acrobat Reader is not installed on your computer, you can download it for free from Adobe. If you are unable to access the form and would like to request a printed copy, please contact your local student service professional.
To Get Immediate Help in Emergencies
Local Police, Fire or Ambulance Assistance
On site: Access an outside line, if applicable, and dial 911
Off site: 911
After Hours Emergency Incident Reporting Number
518-587-2100, ext. 2899
Threat Assessment Team Administrator
518-587-2100, ext. 2899
Office of Campus Safety and Security
2 Union Ave.
Saratoga Springs, NY 12866
Non-emergency: 518-587-2100, ext. 2800
Mark E. Jankowski
Service Standard Guidelines
The college aspires to be a welcoming and collaborative learning community dedicated to working together both respectfully and civilly. These guidelines reflect the college’s mission and core values by describing how we interact with our learners, our colleagues and our external constituents, and contribute to the Vision 2015, Strategic Initiative A.2: “Doing better by each other – institutional effectiveness.”
By endeavoring to serve each other, our learners and the public with courtesy and effectiveness, and by embracing diversity in all its forms, we will be able to foster an academic and workplace climate which includes:
- free and open and respectful speech, particularly with regard to academic matters;
- a will to resolve complex and difficult issues through inclusive and respectful debate;
- a commitment to seek effective resolutions to issues and concerns;
- timely and professional services;
- continuous reflection on our practices in order to improve our effectiveness.
Service Guidelines and Expectations
As members of the college, we take responsibility for:
- Interactions with people
- We treat colleagues and students courteously, and we thank external constituents for their interest in and service to the college.
- We make individuals feel welcome by acknowledging their presence positively and providing them with our undivided attention.
- We listen carefully, asking questions and seeking clarification when necessary to ensure understanding.
- We make every effort to answer questions. When it is necessary to refer a question, we provide contact information for the referral. If we are unable to provide a response or the desired remedy, we offer a helpful explanation.
- We are courteous in closing every conversation whether on the phone or in person.
- We maintain offices and workspaces that are welcoming and professional.
- Communication and Coordination
- We are familiar with the college’s Strategic Plan and the services that we provide to our learners and the community. (Keep tools such as the College Catalog, Fact Book, College Calendar, Academic Calendar and phone directory on hand for quick reference).
- We hold effective meetings that start on time, have a clear purpose, engage all participants, and ensure follow-up as necessary.
- We solicit and provide feedback: we make suggestions to each other in a supportive problem-solving way; we allow time for response and action; we welcome ideas for improvement; and we respond to these ideas with respect.
- We educate ourselves concerning issues of confidentiality and privacy when answering questions and providing information (FERPA, HIPAA, etc.).
- We maintain and disseminate information that is current and accurate.
- Protocols - including voice mail/e-mail, telephone
- We personalize voice mail messages.
- We leave information about when we will be available and who could be contacted for assistance in our absence. If away for more than a day or two we leave a voice/telephone message with return dates and information about who should be contacted for immediate assistance.
- We arrange coverage for e-mail when away for an extended period, by using an “away” e-mail message.
- We respect privacy rights and confidentiality (FERPA, HIPAA, etc.) when answering questions and providing information.
- We respond to e-mail, voice mail and other requests promptly when in the office, even if only to explain a delay in response or action.
- We respond in writing as expeditiously as possible to all written communications.
We answer the telephone promptly, whenever possible, using a standard greeting, including our name and, as appropriate, other information such as office or center.
Link to Official College Guidelines: Service Standard Guidelines