Understanding the Challenges of Accessing University Support Services: The Perspectives of Staff Members and International Students

Abstract

International education is a worldwide phenomenon. Many countries host international students as part of their strategic directions to compete and function effectively in an age of globaliz- ation and as a way to advance their knowledge-based economy. Research shows that although inter- national students (IS) bring economic and reported social and cultural benefits, they can experience difficulties when transitioning to university. To help lessen these difficulties, universities and host countries have developed support services to promote successful transition. However research demonstrates that there is a gap between service provision and utilisation, and that although IS need these services, they rarely access them. In this paper we reflect on data from qualitative interviews with a range of international students and university staff in an Australian university (n=73). The data suggests challenges such as perceived language and cultural barriers, unawareness of services, and being uncomfortable as being some of the reasons IS do not access services. It was concluded that specialised services for IS might optimise utilisation. HIS PAPER EXPLORES some of the challenges faced by international students (IS) when accessing support services provided at an Australian university. In this study, IS are defined as on-campus students who hold an international student visa. In Australia, this cohort is typically represented most highly by Chinese (40%); Malay (8%); Indian (7%); Vietnamese (4.5%) and Indonesian (4%) students (AEI, 2011). Presented first is a literature review of the known issues and challenges faced by IS in the context of their utilisation of the numerous services provided by the university. This is fol- lowed by a presentation of a research project constructed around the issues identified in the IS literature. Finally, a discussion around some of the results and findings of the study will be offered, along with some thoughts for future research.