社會工作人員與志工關係之探討： 以慈濟基金會為例

本研究旨在了解慈濟基金會的社工如何與志工工作的經驗。故研究目的為：(1)試圖探究社工在工作過程中有志工加入的情況下，對於社工角色和功能的設定；(2)瞭解社工與志工建立關係的過程與關係互動情形；(3)探討社工如何對於志工服務的促進和激勵，以提升對案主的服務品質；(4)依據研究結果提供相關建議，作為精進社工與志工互動之參考。本研究採質性研究以了解社工與志工之關係，經慈濟基金會同意研究進行後，依照性別、過去工作經歷與在慈濟工作的年資作為選樣標準，共訪談12位社工。並針對社工和志工共同工作情形、社工與志工的關係、建立關係的過程、社工如何激勵志工、社工在關係中需要的能力及遭遇的困境等主題進行分析。研究結果發現，社工在個案工作與方案工作陪伴志工、提供志工需要的協助，彼此是合作的夥伴關係，社工透過提升志工個人成長激勵志工，同時，慈濟的組織文化更是志工重要的內在激勵。由於多數受訪者進入慈濟前並未有和志工工作的經驗，故多是在實務中學習與志工工作，在工作過程雖會遭遇與志工的相處困境，社工仍選擇以溫和方式回應，而不與志工發生衝突。最後，建議社工未來與志工工作時，應保持自身能力的精進，並協助志工對服務案主群有更多認識。另，慈濟基金會可多促進慈發處與宗教處合作，協助社工處理與志工的相處困境，也共思激勵志工之方針；此外，可增加社工人力，以降低社工的個案量，俾使社工有更多心力深化服務。雖然各志工用人單位之組織文化不同，但信任感是社工與志工建立夥伴關係的重要因素，而即便是重視夥伴關係，志工仍應接受適當管理，組織也應重視社工與志工的相處困境。

關鍵字

社會工作；志工管理；夥伴關係；慈濟基金會

並列摘要

This research aims to understand how social workers of Tzu Chi Foundation work with volunteers. The purposes of the research: (1) Try to explore the role and function of social workers when volunteers join in the work process. (2) Understand how social workers build relationship and interact with volunteers. (3) Discuss how social workers promote volunteer services to improve the quality of service to clients. (4) Based on the research results, provide relevant suggestions for social workers and organizations. This research adopts qualitative research. As agreed by Tzu Chi Foundation, total 12 social workers were interviewed based on gender, past work experience and seniority of experience at Tzu Chi. The research result shows that social workers can accompany volunteers and provide assistance needed in social case work and project work. They are a cooperative partnership. Social workers also motivate volunteers by enhancing their personal growth. Since most participants didn’t have experience working with volunteers before joining Tzu Chi, they mainly learned how to work with volunteers from practical work. Although social workers encountered difficulties with volunteers during the work process, social workers still chose to respond in a gentle way instead of having direct conflict with volunteers. Finally, the suggestions are as follows: (1)Social workers should strengthen their own abilities to work with volunteers, and help volunteers have a better understanding of the client group. (2)Tzu Chi Foundation should increase the number of social workers, so that social workers have sufficient efforts (both mental and physical) to deepen their services. (3) For other organizations, trust is an important factor in establishing partnership with volunteers. However, volunteers should still get well managed, and organizations should also pay attention to the dilemma that social workers have when they work with volunteers.