Higher Education

, Volume 75, Issue 1, pp 19–33 | Cite as

Towards a reframing of student support: a case study approach

  • Pamela Anne Roberts
  • Katie DunworthEmail author
  • Duncan Boldy


This paper reports on a study that investigated the range of institutional support needs of international students at one Australian university with a view to increasing understanding of their needs and the ways in which support was provided. The study involved a number of data collection methods including focus groups, key informant interviews and a larger scale survey, undertaken in an inductive and sequential process. The results indicated that the levels of awareness about services differed, that lack of knowledge of how to access a service and finding information about it were key reasons for non-use, and that the helpfulness of staff impacted on the perception of services as useful. The paper concludes by recommending a reconsideration of current practices to move towards a model of student support service provision in which the student is at the centre.


Student support International students Higher education Case study 


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Copyright information

© Springer Science+Business Media Dordrecht 2017

Authors and Affiliations

  • Pamela Anne Roberts
    • 1
  • Katie Dunworth
    • 2
    Email author
  • Duncan Boldy
    • 1
  1. 1.School of Nursing, Midwifery and ParamedicineCurtin UniversityPerthAustralia
  2. 2.Department of EducationUniversity of BathBathUK

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