志工中心組織定位與功能期待之研究-以台中市為例

我國志願服務因著國家政策及非營利組織的蓬勃發展，由個人慈善行為邁向制度化、組織化的服務模式，政府部門為緩解志工組織面臨之志願服務推動困境以及強化志工組織間聯繫，整合地方資源，提升志願服務效能，各縣市陸續成立志工中心，期使志工組織有一個整合的主體，進行聯繫協調的工作，也讓志願服務法的施行有較整齊的步伐。志工中心被賦予發展志願服務及因應潛在瓶頸的期待，因此，志工中心該扮演何種角色、發揮何種功能，才能順應國情、符合志工組織的需求，以推動志願服務，擴大參與層面和服務績效均是不容忽視之重要課題。本研究旨在瞭解直接提供志願服務之志工組織所面臨的種種問題，據以討論在政府政策、資源投入下所設置的志工中心之功能角色為何？並探究組織間關係是否因需求而產生關聯性的變化。本研究選擇台中市為主要研究區域，以問卷調查及焦點團體訪談二種方法進行資料收集，問卷調查對象為台中市加入祥和計畫滿一年之志工組織共128個單位，回收率為59.4%，焦點團體則以志工組織性質及規模做為區隔，共計召開2次、11個單位代表，其主要研究結果如下：一、志工組織之現況社團性質志工組織關注如何透過結盟、網絡等形式或取組織所需的資源，協助組織穩定發展。財團法人性質之志工組織則聚焦於如何建構、累積與擴大社會資源，穩定與擴展社會大眾對其之支持。至於公部門性質之志工組織則強調如何運用資源累積人才以協助因其組織特殊性而產生之種種挑戰，上述項目均是各類型志工組織在現階段不得不積極因應之課題。二、志工中心的功能彙整受訪志工組織之意見，志工中心在後援功能-組織運作管理的部分，目前是以人力或技術資源協助志工組織的運作，而比較不是直接提供物資資源的方式；而在後援功能-服務發展上則著重於法定服務的執行與服務量的增加，但在需求確認與資源整合的部分較少；至於組際關係功能上係透過間接聯繫與直接聯繫，促進組織間資訊與經驗交流、協助志工組織獲得人力資源，但其實際運作方式仍無法完全與志工組織之需求契合。受訪志工組織認為志工中心在協調功能上，目前是針對社會大眾提供志願服務的宣導，以及志工組織間相互瞭解；但針對特定對象的服務宣傳或連結則較少。最後在倡導功能上，志工中心之服務不傾向過度激烈、基進方式爭取權益，而是採取較為柔性訴求之方式，以方案與政府進行合作或溝通。三、志工中心與志工組織之關係志工中心積極經營與志工組織間的關係，其努力以及其服務態度在志工組織間亦獲得認同。但是進一步對照其功能發揮成效，以及志工組織之需求與期待，仍無法切合志工組織之需求與期待。本研究根據研究結果對志工中心整體性服務、未來志工中心在協助志工組織推動志願服務工作上的工作重點提出主要具體建議，最後本研究也對志工組織以及政府提出若干相關建議。

關鍵字

志工中心；志工組織；中介組織；組織關係

並列摘要

Thanks to government promotion and rapid development of non-profit organizations, volunteer services in Taiwan have evolved from individual philanthropic behavior into systematic and organizational services. To help volunteer organizations cope with difficulties in promoting volunteer services and reinforce inter-organizational communication among them, the government has been dedicated to integration of local resources to improve effectiveness of volunteer efforts. So far, all local governments have set up a volunteer center to serve as a coordinator among all volunteer organizations and unify their efforts on implementation of The Volunteer Service Act. Volunteer centers are expected to develop volunteer services and cope with potential problems. Hence, what kind of role they should play and what functions they should offer so that they can effectively promote volunteer services and increase the coverage and effectiveness of volunteer services are important issues. This study explored problems encountered by volunteer organizations which are the direct providers of volunteer services to discuss the role and functions of volunteer centers established by the government and examine whether the relationship between volunteer organizations may also vary by changes in demands. This study focused on the volunteer center in Taichung City and collected data via questionnaire survey and focus group interview. The survey was administered to 128 volunteer service organizations which have been working on Xiang-Ho Project for more than one year. 59.4% of them responded to the survey. Participants for focus group interview were selected based on organizational type and scale. Two sessions of the interview were held, and representatives from 11 organizations attended the interview. The main research results were as follows: 1. Current conditions of volunteer organizations: Volunteer organizations established as social associations are more concerned about how to acquire necessary resources through building alliances and networks for stable development of the organization. Volunteer organizations established as non-profit proprietary organizations tend to focus more on how to build, accumulate, and expand social resources in pursuit of stable and extensive support from the general public. Volunteer organizations established as government departments stress how to attract and utilize human resources that can assist them cope with various challenges arising from organizational particularities. The above-mentioned items reveal that each type of volunteer organizations has some different issues that they must cope with. 2. Functions of volunteer centers from the stand point of volunteers: In terms of the supporting function—organization management, the volunteer center in Taichung City currently assists volunteer organizations by offering human and technical resources rather than material resources. In terms of its supporting function—service development, it focuses more on implementation of legally mandated services and increase of service volume and less than confirmation of demands and resource integration. Regarding to its inter-organizational communication function, it offers both indirect and direct channels to promote exchange of information and experiences between organizations and help organizations acquire necessary human resources. However, its practical operations do not completely meet the needs of volunteer organizations. According to the volunteer organizations interviewed, the volunteer center’ role as a coordinator is currently more focused on solicitation of participants in volunteer services and understanding between volunteer organizations and less on promotion or association of services for specific groups. Finally, in terms of advocating function, respondents mentioned that the volunteer center does not tend to seek benefits in radical manners. Instead, it uses gentle appeals and works with the government on various projects. 3. The relationship between the volunteer center and volunteer organizations The volunteer center in Taichung City is engaged in maintaining the relationship with volunteer organizations. Its dedication and service attitude is recognized by volunteer organizations. However, in contrast with the needs and expectations of volunteer organizations, its efforts and functional performance are still not enough. Based on research findings, this study provided specific suggestions as to the holistic services of volunteer centers and their primary works in assisting volunteer organizations. Finally, this study also proposed several suggestions for volunteer organizations and the government.