身心障礙者職業重建個案管理服務督導制度之研究

身心障礙者職業重建個案管理服務，主要提供具有多重需求之身心障礙者與就業相關的服務，個案管理服務服務的專業人員為職業重建個案管理員（職管員），此角色功能在瞭解身心障者的需求與其擬訂個人的目標並進行資源的連結，最終支持身心障礙者達到與工作相關的目的。而本研究探討的是設下在公部門下的職業重建個案管理服務督導制度，研究目的是瞭解及探討督導制度的工作模式及督導制度對於職管員的支持程度及面臨的挑戰及因應的策略，並依據研究的結果提出相關的建議。本研究的發現在整體的督導制度下，各地方攻府在法規規範下有以專職督導及外聘督導為主的督導模式，透過督導不同程度的支持協助職管員執行工作角色及任務，專職督導的支持以行政性及情緒性為主，而外聘督導提供的支持面向以情緒性、專業性及資訊的提供為主；職管員則在面對行政工作及專業服務上產生兩難的議題，面對兩難的挑戰亦會尋求資源改善個人的問題。從研究的發現，研究者的建議分為對督導制度與模式的建議及對職管員的建議，在督導面建議從督導人數比例與明確的分工、促進專職督導專業知能與儲備督導人才、增進外聘督導與專職督導的橫向連結；對職管員的層面上則建議推動職業重建從業人員制度證照化、個人專業及行政工作的促進及建置同儕督導教戰工作手冊，以增進身心障礙者個案管理服務的整體知能。

關鍵字

身心障礙；職業重建；個案管理；督導

並列摘要

In the vocational rehabilitation of the disabled, case management services offer employment-related assistance to disabled persons with multiple needs. These case management services are provided by professional vocational rehabilitation case managers, and this role involves gaining an understanding of disabled persons' needs, drafting individualized goals for them, connecting them with resources, and ultimately helping them achieve their work-related goals. This study investigated the supervision system for public-sector vocational rehabilitation case management services, and sought to gain an understanding of the supervision system's operating model, the degree of support provided by the supervision system to vocational rehabilitation case managers, the challenges the system faces, and its response strategies. Recommendations are provided based on the study's research results. This study found that within the supervision system as a whole, local governments chiefly employ supervision models consisting of supervision by external contracted personnel and supervision by regular full-time personnel. Local governments also provide different degrees of support and assistance of vocational rehabilitation case managers' working roles and duties via the supervision process. Supervision by regular full-time personnel was found to mostly provide administrative and emotional support, while supervision by external contracted personnel chiefly provided emotional, professional, and information support. Vocational rehabilitation case managers often find themselves in dilemmas involving administrative duties and professional services, and consequently seek resources to resolve the personal problems caused by these dilemmas. Based on the findings of this study, the researcher proposes recommendations addressing both the supervision system and vocational rehabilitation case managers. With regard to the supervision system, it is recommended that an adequate ratio of supervisory personnel be provided and a clear-cut division of labor be established; an effort should be made to enhance the professional knowledge and skills of regular full-time supervisory personnel, build up a reserve of supervisory talent, and increase the lateral connections between external contracted supervisory personnel and regular full-time supervisory personnel. Recommendations concerning vocational rehabilitation case managers include promotion of a licensing system for professional vocational rehabilitation personnel, encouraging the separation of individuals' professional and administrative duties, and compilation of peer supervision work handbooks, which will enhance case managers' overall case management service knowledge and skills.