“We Also Matter”: Investigating Organizational Support and Recognition Mechanisms for Non-Academic Staff in Public Universities

The role of non-academic staff in ensuring the effectiveness, efficiency, and smooth functioning of Higher Education Institutions has become increasingly significant, particularly within the context of developing countries like Pakistan. However, in public sector HEIs, the focus on building the capacities of non-academic personnel remains minimal compared to academic staff development initiatives. This qualitative study investigates the current state of capacity building mechanisms for non-academic staff in public sector HEIs of Pakistan, highlighting challenges, existing gaps, and potential strategies. Through in-depth semi-structured interviews with ten non-academic staff members across five major universities, the study employs thematic analysis to identify key themes influencing staff development. The findings reveal systemic neglect, absence of structured training programs, limited career progression pathways, and insufficient institutional commitment. Drawing on best practices and relevant theoretical frameworks, the study proposes a comprehensive model for capacity building aimed at enhancing administrative efficiency, service delivery, and institutional governance. The paper concludes with recommendations for policymakers, higher education administrators, and human resource departments.