Case Study: Cupp Helpdesk

Local MP Michael Foster with member of the Senior Researchers' Group Prof.Peter Ambrose visiting the Helpdesk at the University Centre, Hastings.

Project description

Background to Cupp

Cupp focuses on creating partnerships that provide long-term benefit to communities and to universities, helps develop ideas into projects, provides start-up funding, and helps networks and communities to develop. Its work spans the community, voluntary, social enterprise and public sectors in Brighton & Hove and across Sussex. Increasingly Cupp advises on community engagement nationally and internationally. 

The Helpdesk

The Helpdesk supports members of the community and community groups to carry out their own research and/or access University expertise. It is both a virtual desk - providing the connections to the range of University expertise, and an actual one - there is a helpdesk manager who can help members of the community and groups to navigate and negotiate within the University. 

How it works

There are a range of services on offer including:

• Telephone helpline and signposting service
• Access to research training seminars
• Regular research drop ins
• One-to-one support via the Senior Researchers Group
• Access to information and resources
• Networking opportunities via the Community Research
• ForumResearch project development support
• Students - community placements/ research opportunities

However the two key strands are the Senior Researchers group and the Community Research Forums.

Senior Researchers Group

Enquiries to the Helpdesk are facilitated through the Senior Researchers' Group (SRG). This is made up of senior academics from different disciplines across the university, including colleagues from the University of Sussex who wish to pursue research interests with their local community. The SRG holds regular referral meetings (usually every 6 weeks) to discuss requests for support, and assigns projects to the most suitable researcher. Since 2007, the SRG has broadened to include a senior community practitioner in family welfare (the Director of a local charity) who brings a wealth of applied experience and, increasingly, research experience through involvement with Cupp.

An enquiry, once assessed, is allocated a specific amount of one-to-one support from a senior researcher (anything from one to five sessions). SRG members are reimbursed for their time - normally 1.5 days per month.  

Purpose

The Helpdesk as Enabler

As an enabling platform, the Helpdesk plays a crucial role in the following ways:

1. Building trust, commitment and understanding.

The Helpdesk balances the needs and perceptions of academic professional advancement with those of community partners, and of the community as a whole. It has helped partners to learn from each other in reciprocal arrangements, and has emphasised communicating research results so that those who are implicated in them can gain access to research outcomes. It works closely with community members in setting the research agenda, for example by having a community member on the Senior Researchers Group and in supporting a Community Research Forum.

2. Providing recognition and resources.

The Helpdesk provides formal recognition of the contribution made by the University's staff to Cupp's work. This is achieved by the establishment of the Senior Researchers' Group. It can also provide modest financial support both for the time of academic staff and the project costs of community partners.

3. Sustaining community partners.

The Helpdesk can adapt to the needs of its users. For example, because of high turnover in parts of the voluntary and community sector, the Helpdesk has offered in-house training to groups of staff, to make its impact more effective in the longer term by ensuring skills can be nurtured within organisations. It also maintains an active involvement in community-led events and activities.  

Results/ Outcomes

What worked well

Today the Helpdesk is used by much community, voluntary and statutory organisations who want to access help and support, and the university staff and students who want to find out more about specific organisations for research and teaching purposes.

Examples of how we've helped include:

• Supporting organisations to carry out detailed evaluations of the impact of their own work to a level requested by their funders
• Compiling evidence of residents' priorities in a community needs survey
• Developing evaluation questionnaires for use at a range of events to help build links with other interest groups. 

What didn't work well

Lessons Learnt

• Importance of having an open access point to help people navigate the university
• Importance of buying out the time of key academics so that they can work with those who contact the Helpdesk
• Importance of creating a variety of spaces for community and university participants to get together e.g. one to one; community research forums; drop ins etc.  

Resources Required

Senior Researchers Group

Enquiries to the Helpdesk are facilitated through the Senior Researchers' Group (SRG). This is made up of senior academics from different disciplines across the university, including colleagues from the University of Sussex who wish to pursue research interests with their local community. The SRG holds regular referral meetings (usually every 6 weeks) to discuss requests for support, and assigns projects to the most suitable researcher. Since 2007, the SRG has broadened to include a senior community practitioner in family welfare (the Director of a local charity) who brings a wealth of applied experience and, increasingly, research experience through involvement with Cupp.

An enquiry, once assessed, is allocated a specific amount of one-to-one support from a senior researcher (anything from one to five sessions). SRG members are reimbursed for their time - normally 1.5 days per month.

Community Research Forum

The Community Research Forum (CRF) provides the opportunity to discuss common research themes and to develop communities of practice. Sessions are often co-chaired by a key person from an interest group and an academic. The Helpdesk also provides support for interest groups to meet outside the CRF structure.

Through being promoted via the university web pages as well as through local publicity, newsletters and word of mouth, it has developed into an active and well-used resource. 

'I could have spent ages and ages hunting for the right statistical methods, but being referred to the relevant academic within the Uni meant I could get hold of the information I was after and gain some useful tips.' Community Partner