身心障礙服務教保員職場暴力研究

近年來在媒體報導上屢見職場暴力事件的發生，而來自服務對象的暴力同時也發生在身心障礙社福產業當中，就人力比而言，教保員是最大宗的工作人力，佔35%，更是與服務對象最密集接觸的一員，因此本研究所關注焦點為，身心障礙服務教保員遭受個案暴力攻擊的現象。研究目的分別為，了解身心障礙教保員遭受職場暴力經驗、探討職場暴力對身心障礙服務教保員產生影響、探討身心障礙服務教保員對職場暴力防範及對組織之期待、以身心障礙服務教保員職種特性，提出身心障礙機構職場安全相關建議。研究結果發現：肢體暴力、言語暴力及性騷擾皆存在服務當中，而肢體暴力是最主要的攻擊方式。協助服務對象生活自理，是暴力發生的高風險情境。人員任用與培力需加強身心障礙專業與職安預防。組織及教保員個人態度影響『暴力零容忍』的實踐與價值。暴力未被妥善處理，對教保員生心理，及對專業服務與組織皆產生負面影響。因此，自微視到鉅視層面，研究者建議，教保員需提升自我保護觀念，工作中敏銳觀察個案行為表現，充實勞動權益知能。機構組織則需建構暴力風險評估及處遇流程，強化並落實暴力零容忍友善職場文化，透過服務空間規劃降低暴力發生所產生的傷害。在政策上需規劃彈性的人力，推動預防性勞動檢查，並將職業安全訓練強制納入專業訓練當中。

關鍵字

教保員；職場暴力

並列摘要

In recent years, there have been many workplace violence news reported by the media, and it also happened in the social welfare industry of disabled services. Teacher as caregivers are suffered the violence from their patients, and they are the largest manpower in this area which takes around 35%; they are the people who contact with patients closely. Thus, this research will focus on the situation when the teacher as caregivers serve people with disabilities, suffering the violent attack cases. The purposes of this research are, understand the experiences that teacher as caregivers of disable people suffered workplace violence from their service user. discuss how does the workplace violence influence teacher as caregivers of disable people. discuss how do teacher as caregivers of disable people prevent the workplace violence, and what do they expect from their institution. give related suggestions about the disable workplace safety according to the job characteristics of teacher as caregivers of disable people. The research results show, During the service, physical violence, verbal violence and sexual harassment are existed, but physical violence is the main way that teacher as caregivers be attacked. Assisting with patient to take care their daily life is a high risk situation for violence happens. Enhancing the specialty of disable service and the prevention of occupational safety is important for job appointment and ability training. The attitude of teacher as caregivers and institutions will influence the execution and value of "zero tolerance to violence". It makes negative effects to the teacher as caregivers in mentality, specialty and the institutions if the violence do not be handled appropriately. Therefore, from micro view to macro view, the researcher suggests that teacher as caregivers need to promote the concept of self-protection, being observant when they are working with patients and enrich their knowledge of labor rights. For the institutions, they need to build up the risk assessment of violence and the SOP when it happens, implement and put great effort on the work culture of zero tolerance to violence. Also, the harm of violence can be reduced by the completely working space plan. In the policy, the government should pay attention on the flexibility of manpower arrangement, promote the preventive labor inspection and force the occupational safety training to be one of professional trainings of teacher as caregivers.