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About Student Success Advising: Policies

Student Success Advising's Policies

Call us or schedule an appointment for a time when you are able to focus safely on the conversation at hand.

Due to the scientific studies showing a higher risk of car accidents from talking on a cell phone while one is driving, we do not conduct telephone advising appointments with students while they are driving motor vehicles. If you are driving a motor vehicle at the time of your scheduled appointment, we will ask you to pull over to the side of the road to give our advising conversation your full attention or we will require that your appointment be rescheduled.

Have your student ID ready when you call.

Your student ID helps us confirm that we are speaking to you, not another person, as well as enabling us to access your records in a timely manner. While we may be able to look you up using another identifier, we will have to ask further questions to verify your identity before progressing with the call.

Use your Walden email account and email your advisor at their advising email address

Using your Walden email account helps your advisor verify your identity and maintain your confidentiality. Additionally, Spam filters can cause emails sent from non-Walden email accounts to be blocked. For fastest assistance, students are asked to email their advisor at his or her advising email address (visit the Contact Us section of this site for more information) as emailing to an advisor's personal email address can cause a delay in service if an advisor is out of the office as no one else has access to an advisor's personal account.

Registration adjustment requests can be made in writing or by phone.

This includes requests to:

  • drop a class,
  • add a class

Any course withdrawal requests need to be made in writing to Student Success Advising as well as any requests to add or return from a leave of absence or withdraw from Walden.  It is recommend you schedule an appointment with Student Success Advising to discuss these options.

University Policies

One of the biggest ways that Student Success Advisors assist students and staff is in the interpretation of university policies. These policies are outlined in the Student Handbook, which is published online each quarter. All students must adhere to the policies as outlined in the Handbook and it is in a student’s best interest to review this information on a regular basis. Below are some of the most common policies an advisor will assist a student with, but this list is not exhaustive. Students should review the Student Handbook and any applicable program handbooks for a comprehensive list of policies that apply to their programs.

Attendance in Class

Students are expected to log into class regularly and remain in contact with their faculty member should something come up that will prevent your attendance in class. In general, students cannot anticipate taking a week or more out of class without having a negative impact in their grades for assignments. Student Success Advising cannot approve an absence from class or a request for late work to be graded. Only your instructor can advise on the possibility of late work being graded and may require a valid reason for the absence, including documentation, before approving the request.

For more information on the attendance policy, please visit the Student Handbook.

Breaks from Class

If you need to take a break from class for a full term, that’s called a Leave of Absence. Students can take up to 180 days of Leave in any 365-day period. For more information about the Leave of Absence policy please visit the Student Handbook.

Please note: Students whose military obligations make it difficult or impossible for them to be successful in their courses should request a military leave of absence (MLOA). Please visit the Student Handbook.

Class Participation

Students should adhere to the participation guidelines outlined in the course syllabus for each class. Some weeks may require multiple discussion posts and no applications, while other weeks have only an application due at the end. If you have any questions about the participation level expected, or about your performance in the class, please contact your instructor.

For more information on the class participation policy, please visit the Student Handbook.


Students, faculty, and staff must use their WaldenU e-mail addresses to communicate with one another regarding university business. Walden’s administrative offices may also send communications to students’ personal e-mail addresses.

In the event a student communicates with Walden using his or her personal e-mail address, Walden faculty and staff can respond to that personal e-mail, as well as copy the student’s WaldenU e-mail account, and state in the e-mail reply that it is recommended students use their Walden e-mail when communicating with Walden.

For more information on the Walden email policy, please visit the Student Handbook.

Response Times (faculty, Advising, dissertation, etc.)

Student Success Advising

Academic advisors seek to respond to all emails or phone calls within 24 business hours. While we strive to answer questions within this 24 hour window, some questions require the assistance of other departments. When that happens, we might not be able to reply within those initial 24 business hours, but will try to keep students updated. One thing to ensure that an email is received and responded to promptly is to email the advising email address specific to that student’s program. Emails sent to an advisor’s personal email account may go unanswered for longer than intended if that advisor is at a residency or out of the office.

Faculty – in pre-dissertation or –doctoral study courses

Faculty members have 48 business hours to respond to an email from students in class.

Faculty – in dissertation or doctoral study courses

Faculty and staff have 14 days to review drafts of dissertation or doctoral study chapters. Students should remember that each reviewer has 14 days to review materials submitted as part of the dissertation or doctoral study.

Other departments

Many other staff departments have the same goal of replying to student questions within 24 business hours, but students should review the policies of each department to better understand the timeframe for a reply to submitted questions.


Students can petition a policy at the university using the Student Petition Form located in their myWalden portal. However, students must follow the policies surrounding petitions – especially the deadline for a petition to be submitted (within 30 days for things related to a class, 10 days for a residency) and the need for documentation to support medical or other claims as related to performance in class. Depending on the type and the complexity of the petition’s request, the review can take anywhere from a week to 6 weeks, if not longer. A Student Success Advisor can give you an estimate of the time involved with a petition review, but cannot confirm when a review would be complete. Students will be contacted by the appropriate department regarding the outcome of their petition review.

For more information about the petition policy, please visit the Student Handbook.