一個社工員看社區志工管理的自我對話–我在「不老協會」之經驗與反思

不老協會憑藉一線社區志工與站長，落實社區長者服務。2008年，我投入不老協會工作，從事社區業務。過程中，社工背景的我不斷思索著「單位」、「社工員」、「社區要角」與「社區志工」之間的角色與關係。本研究將採用敘事研究之自傳寫作，重新回顧我在參與社區志工業務時之所見所聞。本研究目的從社區社工員為出發點，透過社區志工、社區關鍵人物回饋意見，探討社區建立關係的過程、協力社區未來規劃、社區中的權力議題、專業團隊在社區中的角色與社區工作的價值與典範。同時，重新檢視社區社工員的角色、支持系統與應具備的能力，以期突破實務困境，增進服務效能。本研究結論與未來建議：一、關於與社區建立關係的過程，我認為在專業關係中，應先建立信任關係二、關於從事長者服務之社區志工所需，我認為應建立緊急通報系統與辦理生命教育課程三、關於社區工作的價值與規範，我認為應強調參與與互助的精神，並彈性運用四、關於社區中的權力議題，我認為動員社區應朝在地化，亦注意政治衝擊五、關於專業團隊在社區中應體悟自己的外來身分，但社區衝突帶來是破壞六、關於協力社區未來規劃，我認為需要重新重視據點價值，發展多元服務項目七、關於社區社工員角色定位處於動態變化，我認為需從事情因果與影響力判斷八、關於社區社工員的支持系統，我認為單位要完善教育訓練與督導制度支持九、關於社區社工員應具備的能力，我認為應具備多元文化思考能力與職能本研究運用文獻探討、參與觀察、專家學者意見、分析比較等方法，獲得相當珍貴的研究資料，達成研究得初步目的。建議未來可從社區志工的滿意程度，搭配志工站長之質化訪談，提供單位更充足的研究結果與單位政策修正方向。

關鍵字

社區照顧；社區志工；志工管理；敘事研究

並列摘要

With the help of community volunteers and station heads, Evergreen Association puts into practice of community services for the elderly. In 2008, I joined the Evergreen Association and started to devote myself in community affairs. In the process, I kept thinking about the roles and relationships between “unit”, “social workers”, “community key person” and “community volunteers.” This study will adapt Narrative and review my experience in participating community volunteer affairs. This study starts from the point of view of a community social worker, through the feedback from community volunteers and community key persons, discussing the process of establishing relationships with community, the help for communities for future plans, issues of community rights, the role of professional teams in community, and the value and standards of community work. Meanwhile, by reviewing the role and ability for a community social worker to support the System, it is hoped to overcome difficult situation and increase service capability. Study conclusion and future suggestion: First, regarding building relationships with communities, I consider that in a relationship of profession, trust must be established first. Second, for the need of community volunteers to serve the elderly, I consider it necessary to set up emergency report system and hold training courses for life education. Third, regarding the value and standards of community work, I consider we need to emphasize on the spirit of participation and on helping each others in a flexible use. Forth, regarding the issue of community rights, I consider that the community should be localized with attention to political influence. Sixth, to help community for future plans, I consider it necessary to re-emphasize the location value and develop multiple services items. Seventh, regarding the dynamic role of community social workers, I consider it to be judged by the cause and effects and the influence of an event. Eighth, regarding the support system of community social workers, I consider that Service Units need to be supported by complete education and supervision system. Ninth, regarding ability of community social workers, I consider social workers should have multiple thinking abilities and professional skills. This study applies literature discussion, participate observation, views of experts and scholars, analysis comparison to obtain the valuable study data, in order to achieve the first goal of study. To provide more adequate research result and policy improvement directions for organizations, it is suggested to do it by reviewing the satisfaction of community volunteers, along with the qualitative interview of volunteer station head in the future.