身心障礙福利機構社會工作人員工作壓力與組織承諾之研究-以新北市為例

Work Stress and Organizational Commitment of Social Workers in the Disabled Welfare Institutions- A Case Study on New Taipei City

陳麗雲(Li-Yun Chen)

指導教授 ： 羅清俊

國立臺北大學/公共事務學院/公共行政暨政策學系/碩士(2012年)

摘要

本文探討身心障礙福利機構社會工作人員工作壓力與組織承諾的種類，及其壓力感受程度。並試著了解不同人口特質、機構屬性，對工作壓力、組織承諾的差異性，以及工作壓力與組織承諾變項間之關係與影響性。研究方法同時採用量化的問卷調查與質化的深度訪談。問卷調查針對新北市29家身心障礙福利機構中，共79位社會工作人員進行普查；而深度訪談的對象則是各機構資深社會工作人員與主管共7位。

整體來說，新北市的身心障礙福利機構社會工作人員以女性居多，佔82.1％；年齡層以未滿41歲之青壯年者居多，佔83.9％，其中30歲以下的超過半數以上，機構中的社會工作人員偏年輕化。高達73.2％未婚。教育程度以大學程度相關科系者87.5％居多，資歷方面從事社會工作5年以下的佔多數，有73.2％，而在現在職務的年資就更資淺了，有高達83.9％的機構社工員年資未超過5年，其中62.5％更是未達3年。92.9％是非主管職務的基層社會工作人員，領有社工師證照偏低，僅14.3％；32.1％的社會工作人員在機構中需兼任不同的工作。

本研究發現，新北市地區身心障礙福利機構社會工作人員的總「工作壓力」為中等程度多一些，在工作壓力的各分項中，壓力感受最高的是「工作負荷」，之後依序為「角色衝突與模糊」、「組織結構制度與氣氛」及「人際關係」。在個人特性與工作壓力之差異分析中
，「是否兼任」機構內其他工作跟「教育程度」這兩個特性在工作壓力上有顯著差異。從工作壓力的各個分項平均數來看，第一，人際關係也呈現兼任者的壓力明顯比未兼任者高。另外，同樣是人際關係的壓力，男性壓力明顯高於女性。第二，在工作負荷壓力方面，未婚比已婚者感受明顯的工作負荷。第三，在角色衝突與模糊部分，主管所面臨的角色衝突與模糊的壓力高於非主管職的社會工作人員；有社工師證照的人，在角色衝突與模糊的壓力顯著大於未領證照者。在所屬組織特性與工作壓力之差異分析部分，結果顯示只有工作壓力當中人際關係分項有達到顯著水準，「社工部門層級」裡人際關係壓力，第三層高於第二層、第四層跟第五層。
在組織承諾部分，身心障礙福利機構社會工作人員的總「組織承諾」為中等程度略高一些。而在其各分項中，組織承諾感受最高的是「努力承諾」，再來是「認同承諾」與「留職承諾」。個人特性與組織承諾之差異分析來看，在組織承諾當中，「職位」特性有顯著差異。組織特性與組織承諾之差異分析來看，只有分項中的努力承諾方面達到顯著性，「社工部門層級」第五層努力承諾明顯高於，第二層、第三層及第四層。

最後，社會工作人員工作壓力與組織承諾之間達高度負相關，以迴歸模型分析發現，組織結構制度與氣氛及人際關係壓力，影響組織承諾是最大的，自變數共同解釋依變數64.9％變異量。本研究發現，屬於「組織結構制度與氣氛」等工作環境之壓力愈高，身心障礙福利機構社會工作人員的組織承諾愈低。基於此，筆者建議機構管理者應思考，創造經營一個讓人想要做、願意做及可以做的工作環境，並關注男性社會工作人員人際互動壓力、未婚社會工作人員工作負荷高、承諾低的現象，來增強身心障礙福利機構社會工作人員對組織的承諾。

關鍵字

身心障礙福利機構 ； 社會工作人員 ； 組織承諾

並列摘要

This study aims to explore the types of work stress and organizational commitment of social workers in the disabled welfare institutions, and also the extent to which they perceive. Further, it attempts to figure out the differences on work stress and organizational commitment among sub-population in terms of demographics, as well as the relationship between variables of work stress and organizational commitment. With regard to methodology, this study adopts both quantitative questionnaire survey and qualitative in-depth interview. For the questionnaire survey, this study screened 29 disabled welfare institutions from which 79 social workers were surveyed, and had seven senior social workers and supervisors from these institutions underwent in-depth interview.

Overall, female dominated social workers of disabled welfare institution in New Taipei City, 82.1%, of which 83.9% were over 41 years old and over half were under 30, indicating age of social workers was trending younger. Of all the subjects, 73.2% were single, 87.5% graduated from related departments of colleges or higher levels which dominated, 73.2% had less than 5 years’ experience in social work and even less on current post, 83.9% of institution staff had less than 5 years, of which 63.5% less than 3 years. Besides, 92.9% of the subjects were on fundamental positions which were non-supervisors and that only 14.3% of them had certificate of social work; 32.1% of the social workers held concurrent posts.

This study found the level of total “work stress” in social workers in New Taipei City area was slightly higher than medium. Among various options of work stress, “workload” ranked the first in stress perception, followed by “role conflict and ambiguity”, “system and atmosphere of organizational structure”, and “interpersonal relationship.” In analysis of difference between personal characteristics and work stress, two characteristics, “holding concurrent posts or not” and “educational level”, were significantly different in work stress. It was found from average score of work stress’s each option:

1. Subjects who held concurrent posts had more stress in interpersonal relationship than those did not. In addition, male’s stress in interpersonal stress was significantly higher than female’s.
2. For the stress of workload, single subjects significantly perceived workload than married ones.
3. For role conflict and ambiguity, social workers as supervisors encountered higher stress in role conflict and ambiguity than those as non-supervisors; those who had certificate of social worker had significantly higher stress in role conflict and ambiguity than those who had not. With regard to the analysis of difference between characteristics of subjects’ institutions and work stress, the results showed that only the option of interpersonal relationship within work stress reached the standard of significance. Regarding the stress of interpersonal relationship in the “hierarchy of social work unit”, the stress of third level was higher than that of the second, forth, and fifth.

For organizational commitment, social workers of disabled welfare institutions had total “organizational commitment” slightly higher than medium. Among the options of organizational commitment, the subjects had the highest perception in “effort commitment”, followed by “identity commitment” and “retention commitment.” From the analysis of the difference between individual characteristics and organizational commitment, “position” characteristic was significantly different in organizational commitment, while from the analysis of the difference between organizational characteristics and commitment, only effort commitment within the options reached the point of significance. The fifth level of “hierarchy of social work unit” had significantly higher effort commitment than the second, third, and forth levels.

Finally, work stress and organizational commitment of social workers were highly negative correlated, and analysis of regression model showed that the stress of organizational structure system, its atmosphere, and interpersonal relationship influenced organizational commitment at most. Independent variables accounted for 64.9% variation of dependent
ones jointly. This study found that working environments attributed to “organizational structure system and atmosphere” exerted higher stress and social works of disabled welfare institutions exerted lower organizational commitment. On this foundation, the researcher suggests that managers of these institutions should try to establish work environments in which staff like to work, is willing to work, and can work, as well as concern about pressure of interpersonal interaction in male social workers and the phenomenon of high workload and low commitment in single social workers, in order to enhance the commitment in social workers against their disabled welfare institutions.

並列關鍵字

disabled welfare institution ； social worker ； organizational commitment

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