Staffing configuration, case mix and continuity of engagement in a university mental health support service: practice-based evidence from routine records

Purpose This paper aims to examine whether routine counselling-centre records can provide practice-based evidence on differences in recorded case mix and continuity of engagement between service periods with and without a social worker in a university student-support service. Design/methodology/approach A retrospective quantitative study analysed archival records from 401 students seen at a university counselling centre in Morocco. The study compared two routine service periods, 2015–2016 with a social worker and 2017–2018 without a social worker. Case mix was examined through recorded psychosocial presentation, and continuity of engagement through repeat contact. Findings Recorded case mix differed across service periods, particularly in psychosocial presentation, whereas repeat contact did not. In adjusted analyses, the period with a social worker was associated with lower odds of recorded psychosocial presentation, while repeat contact was patterned more clearly by gender and age than by service period. Practical implications Routine counselling-centre records can support service evaluation, staffing review, intake monitoring and referral planning in resource-constrained higher-education settings. Originality/value The study provides practice-based evidence from an underrepresented Moroccan higher-education context and shows how routine records can inform inclusive student-support planning.