Integrated ‘one-stop’ support for student success: recommendations from a regional university case study

Article

Power, Emma, Partridge, Helen, O'Sullivan, Carmel and Kek, Megan Yih Chyn A.. 2020. "Integrated ‘one-stop’ support for student success: recommendations from a regional university case study." Higher Education Research and Development. 39 (3), pp. 561-576. https://doi.org/10.1080/07294360.2019.1676703
Article Title

Integrated ‘one-stop’ support for student success: recommendations from a regional university case study

ERA Journal ID20348
Article CategoryArticle
AuthorsPower, Emma (Author), Partridge, Helen (Author), O'Sullivan, Carmel (Author) and Kek, Megan Yih Chyn A. (Author)
Journal TitleHigher Education Research and Development
Journal Citation39 (3), pp. 561-576
Number of Pages16
Year2020
PublisherRoutledge
Place of PublicationUnited Kingdom
ISSN0729-4360
1469-8366
Digital Object Identifier (DOI)https://doi.org/10.1080/07294360.2019.1676703
Web Address (URL)https://www.tandfonline.com/doi/abs/10.1080/07294360.2019.1676703
Abstract

Cohesive integration practices within ‘one-stop’ student support services are critical for student success, however empirical studies in this area are limited in number and scope. This case study addresses this gap by exploring the lived experience of staff and managers who support students at a regional Australian university’s integrated student service. This integrated service provides students with support through the following services: the library, ICT help, student support and retention, learning support and student services. Semi-structured interviews with integrated service managers and staff, alongside observations of front-facing staff and students, provided the data set for this research. Thematic analysis was used to code 18 interview transcripts and seven observation journal entries to analyse and develop themes of experience. The five identified themes form a hierarchal relationship across individual and interpersonal levels of participant experience. On the individual level, are the themes of understanding, skills and student-centred philosophy. Building upon these individual-level themes are the two interpersonal level themes of communication and collaboration. Recommendations derived from these findings encompass practical strategies for universities looking to enhance their integrated service point operations. These strategies include comprehensive professional development, enhancing communication and supporting collaborations. Overall, this case study highlights the critical interpersonal and individual factors that affect this integrated service’s ability to support student success.

KeywordsStudent support services, integrated services, student success, staff experiences, qualitative research
ANZSRC Field of Research 2020390303. Higher education
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Byline AffiliationsAcademic Services Division
Academic Division
University of New South Wales
Institution of OriginUniversity of Southern Queensland
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Padró, Fernando F., Kek, Megan Y. C. A., Frederiks, Anita, Kimmins, Lindy and Ridge, Brian. 2014. "Strategies for establising systematic databases to determine the impact of learning assistance programs on student learning: approaches and early results." 2014 Assessment Institute Conference. Indianapolis, United States of America 19 - 21 Oct 2014 https://doi.org/10.13140/2.1.2210.7203
Organizational change and renewal: can strategic communication methods ease the pain? A case study from the University of Southern Queensland
O'Sullivan, Carmel and Partridge, Helen. 2016. "Organizational change and renewal: can strategic communication methods ease the pain? A case study from the University of Southern Queensland." New Review of Academic Librarianship. 22 (2-3), pp. 282-293. https://doi.org/10.1080/13614533.2016.1195418
A quest for student success: an emerging data framework to determine the contributions of academic learning opportunities as defined by TEQSA risk assessment framework
Kek, Megan and Wood, Robert. 2015. "A quest for student success: an emerging data framework to determine the contributions of academic learning opportunities as defined by TEQSA risk assessment framework." Australian Association for Institutional Research Special Interest Group Forum (AAIR SIG Forum 2015). Fraser Island, Australia 19 - 21 Aug 2015
Passion trumps pay: a study of the future skills requirements of information professionals in galleries, libraries, archives and museums in Australia
Howard, Katherine, Partridge, Helen, Hughes, Hilary and Oliver, Gillian. 2016. "Passion trumps pay: a study of the future skills requirements of information professionals in galleries, libraries, archives and museums in Australia." Information Research: an international electronic journal. 21 (2).
Information literacy and the serious leisure participant: variation in the experience of using information to learn
Demasson, Andrew, Partridge, Helen and Bruce, Christine. 2016. "Information literacy and the serious leisure participant: variation in the experience of using information to learn." Information Research: an international electronic journal. 21 (2).
Bringing the online student to campus: using a web-based planner to guide students in their studies
Padro, Fernando F., Kek, Megan and Newman, Tara. 2015. "Bringing the online student to campus: using a web-based planner to guide students in their studies." 2015 NASPA 20th Anniversary International Symposium: Exploring Our Past, Discovering Our Future. New Orleans, United States 21 - 22 Mar 2015
A quest for student success: exploring the contributions of co-curricular learning opportunities on student success as defined by TEQSA risk assessment framework
Kek, Megan, Kimmins, Lindy, Ayriss, Peter, Frederiks, Anita and Padro, Fernando. 2015. "A quest for student success: exploring the contributions of co-curricular learning opportunities on student success as defined by TEQSA risk assessment framework." 22nd International Conference on Learning 2015: What Counts as Learning? Big Data, Little Data, Evidence & Assessment. Madrid, Spain 09 - 11 Jul 2015 United States.
Enhancing inquiry-based learning environments with the power of problem-based learning to teach 21st century skills
Huijser, Henk, Kek, Megan Y. C. A. and Terwijn, Ruth. 2015. "Enhancing inquiry-based learning environments with the power of problem-based learning to teach 21st century skills." Blessinger, Patrick and Carfora, John M. (ed.) Inquiry-based learning for science, technology, engineering, and math (Stem) programs: a conceptual and practical resource for educators. United Kingdom. Emerald. pp. 301-320
Theorising academic development as an academic discipline? Exploring academic developers' ways of knowing, theorising and use of methods
Kek, Megan Y. C. A. and Hammer, Sara. 2015. "Theorising academic development as an academic discipline? Exploring academic developers' ways of knowing, theorising and use of methods." Huisman, Jerome and Tight, Malcolm (ed.) Theory and method in higher education research. Bingley, UK. Emerald. pp. 235-255
Leading institutional change through learning and teaching communities
Newman, Tara, McDonald, Jacquelin, Partridge, Helen, Jolly, Lesley and Sheppard, Karen. 2015. "Leading institutional change through learning and teaching communities." 12th Annual Conference of the International Society for the Scholarship of Teaching and Learning (ISSOTL2015). Melbourne, Australia 27 - 30 Oct 2015
Understanding indigenous people's information practices and internet use: a Ngarrindjeri perspective
Du, Jia Tina, Haines, Jelina, Sun, Vicky Qiaoling, Partridge, Helen and Ma, Dandan. 2015. "Understanding indigenous people's information practices and internet use: a Ngarrindjeri perspective." 19th Pacific Asia Conference on Information Systems (PACIS 2015). Singapore 05 - 09 Jul 2015
The interrelationships between student approaches to learning and group work
Beccaria, Lisa, Kek, Megan, Huijser, Henk, Rose, Jayln and Kimmins, Lindy. 2014. "The interrelationships between student approaches to learning and group work." Nurse Education Today. 34 (7), pp. 1094-1103. https://doi.org/10.1016/j.nedt.2014.02.006
Student engagement and student satisfaction: two measures auguring for independent review criteria or standards for student support services in national quality assurance schemes
Padro, Fernando F. and Kek, Y. M. C. A.. 2013. "Student engagement and student satisfaction: two measures auguring for independent review criteria or standards for student support services in national quality assurance schemes." International Network for Quality Assurance Agencies in Higher Education Biennial Conference (INQAAHE 2013): Managing Diversity: Sustainable Quality Assurance Processes. Taipei, Taiwan 08 - 12 Apr 2013 Taipei, Taiwan.
Information Experience: New Perspectives and Research Directions
Bruce, Christine, Davis, Kate, Hughes, Hilary, Partridge, Helen and Stoodley, Ian. 2014. "Information Experience: New Perspectives and Research Directions." Library and Information Science. 9, pp. 315-320. https://doi.org/10.1108/S1876-056220140000010016
Information Experience: Contemporary Perspectives
Bruce, Christine, Davis, Kate, Hughes, Hilary, Partridge, Helen and Stoodley, Ian. 2014. "Information Experience: Contemporary Perspectives." Library and Information Science. 9, pp. 3-15. https://doi.org/10.1108/S1876-056220140000010001
A paradigm shift in student experience: creating interconnections between student services, curriculum and technologies into a seamless place of learning
Kek, Megan and Grundy, John. 2013. "A paradigm shift in student experience: creating interconnections between student services, curriculum and technologies into a seamless place of learning." ATEM Student Service Centres Conference (SSCC 2013): Are We Truly Student-Centred?. Canberra, Australia 01 - 03 May 2013 Sydney, Australia.
Exploring the relationships between teaching, approaches to learning and critical thinking in a problem-based learning foundation nursing course
Martyn, Julie, Terwijn, Ruth, Kek, Megan Y. C. A. and Huijser, Henk. 2014. "Exploring the relationships between teaching, approaches to learning and critical thinking in a problem-based learning foundation nursing course." Nurse Education Today. 34 (5), pp. 829-835. https://doi.org/10.1016/j.nedt.2013.04.023
Guest editorial: Australian information education symposium
Partridge, Helen and Davis, Kate. 2012. "Guest editorial: Australian information education symposium." Education for Information. 29 (3-4), pp. 201-203. https://doi.org/10.3233/EFI-130931
What makes a deep and self-directed learner: exploring factors that influence learning approaches and self-directed learning in a PBL context at a Malaysian private university
Kek, Megan Yih Chyn A. and Huijser, Henk. 2009. "What makes a deep and self-directed learner: exploring factors that influence learning approaches and self-directed learning in a PBL context at a Malaysian private university." 2nd International PBL Symposium: What Are We Learning About Learning?. Singapore 10 - 12 Jun 2009 Singapore.
The power of problem-based learning in developing critical thinking skills: preparing students for tomorrow's digital futures in today's classrooms
Kek, Megan Yih Chyn A. and Huijser, Henk. 2011. "The power of problem-based learning in developing critical thinking skills: preparing students for tomorrow's digital futures in today's classrooms." Higher Education Research and Development. 30 (3), pp. 329-341. https://doi.org/10.1080/07294360.2010.501074
Exploring the combined relationships of student and teacher factors on learning approaches and self-directed learning readiness at a Malaysian university
Kek, Megan and Huijser, Henk. 2011. "Exploring the combined relationships of student and teacher factors on learning approaches and self-directed learning readiness at a Malaysian university." Studies in Higher Education. 36 (2), pp. 185-208. https://doi.org/10.1080/03075070903519210
Comparison of offshore and onshore students' perceptions of university learning environments and quality of educational experiences: implications for teaching and learning
Hunt, Lynne, Kek, Megan Yih Chyn Alexandria and Huijser, Hendrik. 2010. "Comparison of offshore and onshore students' perceptions of university learning environments and quality of educational experiences: implications for teaching and learning." ISSOTL 2010: Global Theories and Local Practices: Institutional, Disciplinary and Cultural Variations. Liverpool, United Kingdom 19 - 22 Oct 2010 United States.
Educational innovation for the knowledge-based economy: development of an authentic problem-based learning education model in business marketing
Wee, Lynda Keng Neo and Kek, Megan Yih Chyn Alexandria. 2002. "Educational innovation for the knowledge-based economy: development of an authentic problem-based learning education model in business marketing." A Pathway to Better Learning International Conference (PBL 2002). Baltimore, United States 16 - 20 Jun 2002 Newark, DE. United States.
An empirical research on Singaporean polytechnic students' rationale in selecting Australian universities in the new millennium
Muthaly, Sita, Wee, Keng Neo Lynda and Kek, Megan. 2003. "An empirical research on Singaporean polytechnic students' rationale in selecting Australian universities in the new millennium." 1st Doing Business Across Borders Conference (DBAB 2001). Newscastle, Australia 22 - 23 Nov 2001 Newcastle, Australia.
Crafting effective problems for problem-based learning
Wee, Lynda Keng-Neo, Kek, Megan Yih Chyn Alexandria and Sim, Matthew Heng Chye. 2001. "Crafting effective problems for problem-based learning." 3rd Asia-Pacific Conference on Problem-Based Learning 2001: Experience, Empowerment and Evidence. Rockhampton, Australia 09 - 12 Dec 2001 Newcastle, Australia.
Tried and tested: issues and implications for educators in problem-based learning - relearning from the learners' perspective
Wee, Lynda Keng Neo, Kek, Megan Yih Chyn Alexandria, Da Silva, Geoffrey and Seah, Tien Hock Dominic. 2000. "Tried and tested: issues and implications for educators in problem-based learning - relearning from the learners' perspective." 2nd Asia-Pacific Conference on Problem-Based Learning 2000: PBL: Educational Innovation Across Disciplines. Singapore 04 - 07 Dec 2000 Singapore.
Triumphs and trials of using problem based learning in marketing communications education: perspectives from educators and students
Kek, Megan and Wee, Lynda Keng-Neo. 2000. "Triumphs and trials of using problem based learning in marketing communications education: perspectives from educators and students." 9th International Advertising Association World Education Conference 2000. Miami, United States 12 - 15 Oct 2000
Family, learning environments, learning approaches, and student outcomes in a Malaysian private university
Kek, Megan Yih Chyn Alexandria, Darmawan, I Gusti Ngurah and Chen, Yu Sui. 2007. "Family, learning environments, learning approaches, and student outcomes in a Malaysian private university." International Education Journal: Comparative Perspectives. 8 (2), pp. 318-336.
Closing the loop: a case study of a post-evaluation strategy
Kek, Megan Yih Chyn Alexandria, Hunt, Lynne and Sankey, Michael D.. 2009. "Closing the loop: a case study of a post-evaluation strategy." AUQF2009: Internal & External Quality Assurance: Tensions & Synergies. Alice Springs, Australia 01 - 03 Jul 2009 Australia.
What makes students happy? Factors influencing student engagement using student evaluation data
Kek, Megan Yih Chyn Alexandria and Stow, Sarah. 2009. "What makes students happy? Factors influencing student engagement using student evaluation data." Kift, Sally (ed.) ALTC First Year Experience Curriculum Design Symposium 2009. Brisbane, Australia 05 - 06 Feb 2009 Brisbane, Australia.
Rewriting marketing communications education using problem-based learning
Wee, Lynda Keng-Neo and Kek, Megan Yih Chyn Alexandria. 2002. "Rewriting marketing communications education using problem-based learning." 2nd Symposium on Teaching and Learning in Higher Education (TLHE 2002): Paradigm Shift in Higher Education. Singapore 04 - 06 Sep 2002 Singapore.
Transforming the marketing curriculum using problem-based learning: a case study
Wee, Lynda Keng-Neo, Kek, Megan Yih Chyn Alexandria and Kelley, Craig A.. 2003. "Transforming the marketing curriculum using problem-based learning: a case study." Journal of Marketing Education. 25 (2), pp. 150-162. https://doi.org/10.1177/0273475303254016
Authentic problem-based learning: rewriting business education
Wee, Lynda Keng-Neo and Kek, Megan Yih Chyn Alexandria. 2002. Authentic problem-based learning: rewriting business education. Singapore. Prentice Hall.
Are library and information professionals ready for evidence-based practice?
Thorpe, Clare, Partridge, Helen and Edwards, Sylvia. 2008. "Are library and information professionals ready for evidence-based practice?" ALIA Biennial Conference 2008: dreaming08. Alice Springs, Australia 02 - 05 Sep 2008 Canberra, Australia.
To be Web 2.0, or not to be Web 2.0: is that the question?
Partridge, Helen and Thorpe, Clare. 2008. "To be Web 2.0, or not to be Web 2.0: is that the question?" Australian Library Journal. 57 (4), pp. 362-364. https://doi.org/10.1080/00049670.2008.10722516
Is information literacy relevant in the real world?
O'Sullivan, Carmel. 2002. "Is information literacy relevant in the real world?" Reference Services Review: reference and instructional services for libraries in the digital age. 30 (1), pp. 7-14. https://doi.org/10.1108/00907320210416492