公部門志工人力運用模式之研究－以桃園縣海區社福中心為例

A Study of Public Sector Based Volunteer Manpower Utilization: A Case Study on Hai Chu Social Welfare Center in Taoyuan County

蔡惠娟(Hui-Chuan Tsai)

指導教授 ： 謝登旺

元智大學/資訊學院/資訊社會學研究所/碩士(2009年)

摘要

本研究旨在瞭解桃園縣政府海區社會福利服務中心志工組織的形成，探討
督導、管理者、志工及受服務者，對其組織運作的看法與感受，並分析其現行
志工運用所面臨的問題，提出研究的具體結論與建議，作為未來其他會福利服 務中心運用志工之推動的參考，建構屬於桃園縣政府區域社會福利服務中心志工運用模式的脈絡。
研究主要採取質性研究方法之深度訪談及焦點座談，以海區中心志工、志
工管理者、督導單位及受服務者為訪談對象，依據實證加以分析、歸納，並做成
以下之結論與建議兩部分。
壹、區域社福中心志工人力資源運用實際模式
一、在志工人力需求規劃層面：應先預作需求性的評估與規劃，擬定具體、可
行的工作計畫，以使運作順暢。
二、志工召募層面：應依各社福中心之需求，自行召募在地化志工，並審慎遴選的機制，創造個人與團隊雙贏。
三、訓練、培育層面：重視持續的專業培力訓練，課程、預算規劃宜彈性化，以符合各區不同發展階段的需求性，培育訓練半專業的社福人力而努力。
四、督導、運用層面：兼辦式的志工督導制度，輔以外聘督導協助，並培力專責督導人才，規劃多元化與豐富化的服務內涵，有效推動志願服務。
五、管理考核層面：運用團體共同決策，徵得認同，建置一套合於中心發展，且可落實執行的客觀考核標準，維護中心志工服務的品質。
六、激勵與維繫面向：受限於經費不足，輔以非正式的激勵肯定，重視志工、互動性高、緊密度強，支持志工持續服務，留住志工，讓志工成為最重要的人力資源。
貳、研究建議
　一、志工運用面向
　（一）志工召募可多元結合不同管道，朝「在地化」努力
　（二）志工培訓課程應妥為彈性規劃，並朝「專業化、多元化」發展
　（三）建立督導培力制度，朝「專責督導制」發展
（四）藉由團隊決策、建立考核標準制度
　（五）獎勵的重要性、肯定、支持志工
　（六）創造志工與社工的互動環境、增進互動關係
　二、實務工作執行面向
　（一）加強海區中心宣導、建立志願服務機構間的志工人力轉介網絡
　（二）志工運用服務內涵應豐富化、多元化　
　（三）志工個案服務流程應建置
　（四）主動性取代空間環境規劃限制
（五）邀請志工參與工作計畫討論，善用志工人力

關鍵詞：公部門志願服務、人力資源管理、桃園縣區域社會福利服務中心

關鍵字

公部門志願服務 ； 人力資源管理 ； 桃園縣區域社會福利服務中心

並列摘要

The purport of this study is to understand how the volunteer organization affiliated to Hai Chu Social Welfare Center of Taoyuan County Government was formed, and what opinions and reception of supervisor, administrator, volunteer and people served by volunteer are to the operation of the organization, and further to analyse the problems what they are facing in volunteer utilization in current stage, and then to make concrete conclusions and suggestions for reference of other social welfare centers in giving impetus to the volunteer utilization in the future, and to create a model of volunteer organization based on the regional social welfare center of Taoyuan County Government.

This study is to undertake an in-depth interview and focus group discussion focusing on such objects as the center volunteer, volunteer administrator, supervision unit and people served by volunteer by adopting a qualitative research approach, and then to analyse, induce and make the following conclusions and suggestions according to practical evidence.

I. Practical Model of Utilization of Volunteer Human Resources of Regional
Social Welfare Center
1) In the aspect of planning of volunteer manpower demand: for being assured that the manpower utilization can function well, conduct a beforehand evaluation and plan of manpower demand before drafting a substantial and feasible work plan.
2) In the aspect of volunteer recruitment: recruit local volunteers of oneself based on the demand by the individual social welfare center through the strict screening system in order to create the win-win individual and team.
3) In the aspect of personnel training: pay more attention to personnel’s lasting professional training supported by flexible course, budget and plan for meeting the demand of different districts in their different development stage. Furthermore, an effort in semi-professional talent training is also made.
4) In the aspect of supervision and utilization: allow internal volunteer supervision system to be assisted by external professional management company in jointly cultivating professional supervising talents, and planning diversified and substantial service in expectation of achieving the goal of effectively advancing the voluntary service.
5) In the aspect of management and efficiency evaluation: set up a objective evaluation standard suitable for the center through unanimous decision-making by the group that can be really carried out in order to maintain the service quality by the center volunteer.
6) In the aspect of encouragement and sustainability management of volunteer: under limited budget, retain volunteer talents by positive reinforcement and encouragement, keeping a close interaction relationship with them, and fully supporting volunteers’ voluntary service sustainability in spirit, in expectation of volunteer becoming the important manpower of the center.

II. Suggestions
1. In Volunteer Utilization
1) Recruit volunteers through diverse channels, and manage volunteer quality towards localization.
2) Plan a flexible volunteer training program specially emphasizing professionalization and diversification.
3) Establish a supervision training system specially emphasizing special-duty supervision system.
4) Set up an evaluation standard through group decision-making.
5) Properly give positive reinforcement and encouragement, and fully support volunteer team in spirit.
6) Create a friendly interaction environment to promote the relationship between volunteers and social workers.
2. In Implementation of Practical Work
1) Enhance the dissemination of Hai Chu Center, and build a network for manpower transfer between different voluntary service organizations.
2) Develop diversified and substantial voluntary service.
3) Set up a flowchart of voluntary service case.
4) Take the initiative in lieu of the limitation of space environment.
5) Invite volunteers to join the discussion of work project, and make good use of volunteer manpower.

Keywords: Public sector based voluntary service, human resources management, regional social welfare center of Taoyuan County

並列關鍵字

Public sector based voluntary service ； human resources management ； regional social welfare center of Taoyuan County

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