Complaint Review: Carole Grayson - Seattle Washington

The singular worst and strangest experience I have had at the University of Washington was with Carole Grayson, the director and attorney at UW Student Legal Services (SLS). SLS describes itself as providing "quality legal assistance", but this is far from what I received.

I was enrolled and attending classes on campus at UW, and my tuition and fees were completely paid. Approximately halfway through the quarter, I had some concerns regarding an outside contractual matter, so I called SLS and set an appointment for the following week. A few minutes later, the student-intern who had set the appointment called me back and told me that I was not a student, so they were cancelling the appointment. I offered to send my enrollment and financial paperwork to them, and then did so. A week passed without contact from them, so I called again. The same student-intern advised me that Carole Grayson had said I was not a student, and then quickly hung up on me. The following week, I visited the SLS office with my paperwork and student ID (with current sticker), and set an appointment for the following week. About an hour after leaving, I received a call from the student-intern, who told me that SLS could not see me, because I was not a student. Similar mishaps continued for approximately seven weeks (!), finally ending when the bursar's office called Grayson, with me on a three-way line. This should have been the end of this comedy of errors, but it was not.

I was scheduled to meet with a student-intern. As soon as I walked in the door, Carol Grayson, who was on the phone, told me loudly to "Sit down!" I waited for about 15 minutes as she finished what was apparently a personal
call, and then learned that my appointment would be with her.  I was handed a comment card by Grayson, who said that the Student Activities Office, who fund SLS,  appreciated the feedback.

The brief appointment quickly went from bad to worse.  Grayson immediately asked me personal questions that had  nothing to do with the legal matter involved, nor with SLS. She avoided eye contact with me and spoke in what seemed to be a very angry tone of voice. When I asked if these issues would factor into the case, she did not have a reply. She then tersely rattled off a couple of outside services I could use regarding the legal matter and I showed her proof that I
had already explored or attempted those options. She then said she simply did not want to take my case.  That was it: she did not want to. Appointment over. 

I considered completing the comment card she had given me, but then I noticed that it was addressed to SLS, not Student Activities Office. I realized it would do no good to send feedback about Carole Grayson to Carole Grayson
herself. Instead, I contacted her superior, L. Lincoln Johnson, Assistant Vice Provost for Campus Life. Johnson told me that I was the first person who had ever complained about SLS. I suggested that perhaps a number of negative
comment cards had been erroneously diverted under the comment card program.  He promised to look into the matter, but I have yet to hear from him again.

I have since learned from other students that I am not the only person who has complained about Carole Grayson and SLS. I do not know why Johnson made that claim, but Grayson is unlikely to provide better service with the system
as it stands.  Students contacting SLS are often facing serious, time-sensitive legal issues, and to be treated in this manner is unacceptable. From speaking to other students, I have learned that I am not the only person who experienced inappropriate, irrelevant questions from Grayson. Ironically, I was told by students whose
past cases were accepted by SLS, that while their cases were being handled, they had actively hoped to avoid Grayson and instead work with the student-interns. Something is wrong with this program if meeting with a third-year law student, whose time in the position is limited, is desired over meeting with the supervisor of the program, an experienced staff attorney.

Perhaps students with negative SLS experiences should take these complaints higher in the chain, to Eric S. Godfrey, Vice President & Vice Provost for Student Life? It's certainly worth a try.  Ultimately, on my own, I found the UW Mediation Clinic, operated by the School of Law. They handled my case, and I was happy with the outcome. I wish I had originally contacted them.