- 學位論文
攜手打造自主空間的人們：老人住宅服務團隊運作與社會工作者角色之探討
Exploration of the operation of residential service teams for the elderly and the role of social workers
摘要
當代背景：本研究主題探討老人住宅的團隊運作樣貌及社會工作者之角色。老人住宅的住戶在入住時為生活能自理者，相較長照型機構或護理之家，住戶握有更多自主與選擇。老人住宅團隊人力配置常見多專業人員之組成。當中，社工往往被期待擔任串聯各項服務之角色，而要能發揮角色功能則需奠基在團隊的合作協力上，因此，凸顯了本研究主題之重要性。 研究目的：藉著探索老人住宅社工的主體經驗，期能瞭解老人住宅社工的角色能力、困境與因應策略，團隊內部運作及組織、外部層面與團隊運作之關聯，為實務現場提供參考。促使老人住宅服務制度及培訓人才策略能更臻完善。 研究設計：研究取向為質性研究，採取深度訪談法，搭配半結構訪談大綱蒐集資料。資料來源取自7位有老人住宅團隊經驗的社工人員，包含擔任一線社工及督導管理職者。每次訪談時間約2至3小時左右，資料分析採用主題分析法。 研究結果：一、社工在老人住宅的工作範疇以長輩生活為核心，什麼都有。社工相對其他職種經手更繁雜的行政事項。當一線社工成為管理職，職務內容重心也隨之變化，職責包含規劃管理、彈性補位、加強溝通協調、培養工作者能力、對應外部壓力等。二、老人住宅社工能發揮的角色能力如對長者的培力使能、對人的傾聽、同理與關懷、促進溝通與協調、發起新行動、與每位長者公平地互動、佈局社區資源網絡等。三、老人住宅團隊藉著相互支援的態度、工作藍圖、使每個角色都有使力點來凝聚多專業團隊之意識。團隊裡領導者與資深工作者有著關鍵影響力。老人住宅團隊動力如生命週期不停變化。老人住宅團隊面臨著各式壓力情境，對此可運用檯面上下的工具與策略來促進團隊合作。四、老人住宅團隊同時也受到組織層次及外部層次的作用力，組織層次如組織本身承接居住服務的階段、資源、文化、運作理念、政策制度、提供員工之福利以及組織高層管理者。外部層次如：社區環境的條件、疫情變動、政府主管機關與議員之間角力皆會對團隊運作造成波動。根據研究結果，在實務、制度與學術面提出五項建議。
並列摘要
Contemporary background: This study explores the operation of residential service teams for the elderly and the role of social workers. The occupancy condition of senior housing is for those who can take care of themselves. Compared with long-term care institutions or nursing homes, senior housing’s residents have more autonomy and choices. The manpower allocation of the senior housing team is often composed of multiple professionals. Among them, social workers are often expected to take on the role of linking various services, and to perform the role function which is based on the cooperation of the team. Thus, it highlights the importance of this research topic. Research purpose: By exploring the main experience of social workers in senior housing, we hope to understand the social workers' role capabilities, difficulties and coping strategies, the internal operation of the team, and the relationship between the organization and external levels and team operation, so as to provide reference for the practice site. Promote the improvement of the senior housing service system and talent training strategy. Research design: The research orientation is qualitative research, using the in-depth interview method, and collecting data with a semi-structured interview outline. The source of data is from interviewing 7 social workers with working experience in senior housing teams, including front-line social workers and supervisory managers. Each interview lasts about 2 to 3 hours, and the data analysis adopts thematic analysis method. Research results: 1.The scope of work of social workers in senior housing is centered on the lives of the elders. Compared with other occupations, social workers handle more complicated administrative matters. When a front-line social worker transfers to a management position, the point of the job content also changes. The responsibilities include planning management, flexible filling, strengthening communication and coordination, cultivating workers' ability, and responding to external pressure. 2.Social workers in housing for the elderly play roles of empowering the elders, listening, empathizing and caring for people, promoting communication and coordination, initiating new actions, interacting fairly with each elder, and deploying community resources network. 3.The elderly housing team gathers the consciousness of a multi-professional team through the attitude of mutual support, the blueprint of the work, and the empowerment of each role. Leaders and senior workers in the team have a key influence. The dynamics of senior housing teams are constantly changing like a life cycle. Senior housing teams face a variety of stressful situations. To deal with the conditions, there are on-and-off-the-desk tools and strategies to foster teamwork. 4.The senior housing team is also influenced by the organizational level and the external level. The organizational level includes the stage of the organization's own residential service, resources, culture, operating philosophy, policy system, employee benefits, and the organization's top managers. External levels such as the conditions of the community environment, changes in the epidemic situation, and struggles between government authorities and parliamentarians will cause fluctuations in team operations. Finally, according to the research results, five suggestions are put forward in practice, system and academic aspects.