諮商個案管理模式探究—以勵馨基金會台中市蒲公英諮商輔導中心為例

本研究針對「諮商個案管理模式」進行初探，主要研究目的為探究諮商個案管理模式的工作內涵、角色功能以及其困境。本研究採用個案研究法，以勵馨基金會台中市蒲公英諮商輔導中心為例，針對個案管理服務中，曾經共同服務一名/對個案之跨專業工作者，以一組型態各自進行訪談。本研究於2019年4月至7月研究期間，共訪談個案管理員5名、諮商心理師8名、社會工作員/師3名，以及蒲公英諮商中心現任與時任督導2名；其中可分為6組訪談組別。藉以了解諮商個案管理員模式的內涵與個案管理員的功能，以及其困境，進而了解其運作模式之關係。本研究發現諮商個案管理模式概念與內涵是以個案賦能、系統觀點為主要核心；諮商個案管理員所需能力包含：溝通、倡議、協調、系統性評估、統整訊息以及彈性、開放的自我覺察；而該模式面臨之困境為個案管理概念與專業之能缺乏、傳統諮商專業的衝擊、跨專業理解不足，以及人力流動等問題。透過本研究發現，針對諮商個案管理模式後續發展，建議專業工作者與諮商訓練之單位補充系統觀點、個案管理概念的諮商專業實務知能，以及對於跨專業間能夠彼此了解與對話；對於諮商服務提供之機構，建議提供具體支持與重視，增進諮商個案管理員於網絡間溝通立場、角色界線的穩定外，更促進人員穩定以及該模式的細緻與發展。

關鍵字

個案管理；諮商服務；社區諮商模式

並列摘要

This research is a preliminary exploration of the "consultation case management model". The purpose of this research is to investigate the work connotation, role function and dilemma of the consultation case management model. The researcher focused on inter-professional workers who have served the same case in the case management model and took the Taichung City Dandelion Counseling Center belonging to the Garden of Hope Foundation as an example. According to the purpose of this study, researcher used a case study method and adopted the individual interview to acquire information. During April to July 2019, the research participants were divided into six groups for interview which include 5 case managers, 8 counselling psychologists, 3 social workers / teachers, and 2 supervisors of Dandelion Consulting Center. The results of research show that the concept of the consultation case management model is based on case empowerment and a systematic perspective. The capabilities required of consultation case manager include communication, initiative, coordination, systematic evaluation, integrated information, and flexible self-awareness. The dilemma of the model is lack of concepts, expertise, and interdisciplinary understanding; impact on traditional counseling; human mobility. Through this results of research, for the subsequent development of the consulting case management model, there are suggestions below. First, professional workers and consulting training units can provide the system perspective, the consulting professional practice knowledge of the case management concept; be able to understand and dialogue with each between interdisciplinary. Second, institutions which providing consultancy can supply specific support and attention to improve the case manager's communication position and the stability of the role boundary as well as promoting personnel stability and the development of the model.