老年志工參與服務歷程之研究：以桃園地區為例

A Study of the Service Process of Elder Volunteers: A Case Study of Tao-yuan

余哲銘(Che-Ming Yu)

指導教授 ： 陳燕禎

元智大學/資訊學院/資訊社會學研究所/碩士(2009年)

摘要

隨著醫療水準的進步，我國老年人口比例正不斷的上昇，如何有效運用此人力資源，是大家必須去面對的重要課題。本研究旨在探討老年志工服務歷程中，老年志工的服務動機、收獲、對機構的助益，以及管理單位之人力資源管理策略對志工的影響，藉以幫助志工管理者運用老年人力資源，並吸引更多老人加入志願服務的行列。本研究採質化研究的深度訪談法，以桃園地區之老人大學為研究對象，其中訪問老年志工11位，志工管理者5位，共完成訪談樣本16位。本研究結果為：老年志工參與志願服務最主要的動機為「他人邀請」因素，而在服務歷程中，良好的人際互動不但是老年志工持續服務的主要動力，更對老年志工健康人力資本的提昇，以及個人層面和人際層面的充權非常有幫助。另外，志工的同質性、使命感以及良好的人際互動，能增進老年志工與機構的連結度，促使志工分享本身的經驗及人脈，有益於機構的發展。本研究並建構出的四種志工管理模式：資源吸引模式、使命投入模式、專業服務模式、任務完成模式，其中「使命投入模式」的志工使命感最強，「專業服務模式」的管理者最注重志工的服務品質，為較成功之管理模式。最後本研究亦提出建議，管理者應提供志工足夠的人際互動機會，並與其他老人教育機構合作結盟，以增進志工學習資源。此外，政府應獎勵運用老年志工成效良好之機構，讓更多機構願意招募及運用老年志工。

關鍵字

老年志工 ； 服務歷程 ； 人力資本 ； 社會資本 ； 充權

並列摘要

As the quality of medicine and the population of senior citizens climb steadily in our country, the effective employment of such human resource becomes a rather important subject that must be addressed with care by all. This study attempts to examine the following factors found during the service process of elder volunteers: what service motivations and gains these elder volunteers will share; what benefits organizations will earn; and how the human resource management strategy of an authority will influence volunteers. The purpose of this study is to help volunteer administrators to use wisely elder human resource and to draw more senior citizens to the business of volunteer. Based on In-depth Interview Method of qualitative research, this study focuses on the elder college in Taoyuan, with 11 elder volunteers and 5 volunteer administrators involved in interviews and 16 sample cases totally completed in the end. This study may be concluded as followed: the primary motivation most elder volunteers share in participating volunteer services is ‘personal invitation’. During the service process, good interaction will not only encourage elder volunteers to continue in volunteering but will also help to upgrade a healthy elder volunteer human capital and to reach empowerment in both individual and interactive levels. In addition, homogeneity, sense of mission and good interaction shared by all elder volunteers will strengthen the link between them and organizations and encourage them to share personal experiences and contacts for the development of the organization. Four volunteer management models are constructed in this study: resource attraction model, mission-input model, professional service model and assignment completion model. Among them, volunteers of the ‘mission-input model’ share the strongest sense of mission; administrators of the ‘professional management model’ stress most on the service quality of volunteers, thus making the model more successful than others in terms of management. At last, this study also proposes that in order to locate learning resources for elder volunteers, administrators should provide them with more opportunities to interact with one another and to work with other senior education organizations as cooperative alliances. In addition, the government should also reward organizations that demonstrate good results with the proper employment of elder volunteer human capital in order that more organizations may find incentives to recruit and employ elder volunteers.

並列關鍵字

elder volunteers ； service process ； human capital ； social capital ； empowerment

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