就業服務一案到底模式之檢討：就業服務員之意見評析

A review of Employment Service for one case by one steward model: Perspectives of Employment Specialist

陳宣均(Hsuan-Chun Chen)

指導教授 ： 藍科正

國立中正大學/社會科學院/勞工關係學研究所/碩士(2014年)

摘要

本研究欲檢討就業服務一案到底模式之規劃及執行現況，包括模式規劃是否有解決過去三合一就業服務流程之困境，以及自2012年11月全面實施至今之執行過程、效果及困境，並加以了解未來朝向終身職涯發展之職涯發展中心模式的試辦現況。就業服務一案到底模式是為提升就業服務的品質，提供求職者無論是找工作或辦理失業給付，皆可透過事先預約之方式，由專人提供全程的服務，除了求職者可藉此節省等待的時間外，就服員亦可藉此而更了解服務的民眾，達到更精準的就業服務。本研究採質化研究分析，以便利抽樣的方法，共訪談8名於就業中心服務之就服員。

結果發現，雖然民眾的滿意度很高，但就業推介率卻沒有明顯提升，不過民眾對就服員的信賴感確實比以往要高，而且就服員提供的是有準備的服務，只是民眾尤其是一般求職者由於習慣尚未建立，或不喜歡受到預約拘束而失約，易造成就服員的困擾。每人半小時的服務時間，對於需諮詢服務的求職者，可能會有不足的情況，若求職者想再約服務時間，就服員卻可能因預約額滿而造成求職者無法預約。此外，為因應一案到底部分就業中心將個管員調至櫃檯提供服務，易使個管員對工作期待產生落差，而櫃檯就服員的職能可能也尚未達到，且受訪就服員多認為參加聽課式的教育訓練，還不如實際觀摩要來的更有效果。在建檔作業增加、個案無法結案及績效要求等情況下，皆對就服員造成很大的壓力。

本研究提出建議列舉如：未來在新政策實施前應有更完善的規劃，避免就服員對各種規範或評估標準感到無所適從；提供民眾顧客導向的整合性服務，讓民眾自行選擇要接受的服務方式；提升就服員公權力運用程度，使民眾配合要求；利用人力重分配的方式，改善就服人力不足的情況。

關鍵字

職涯發展中心 ； 一案到底 ； 就業服務 ； 就業服務員 ； 就業中心

並列摘要

This study investigates the Employment Service for one case by one steward model’s planning and the status of implementation. Including whether the model’s planning solves the predicament of the 3-in-1 employment services, and the executive process, effect and predicament since November 2012, and to understand the implementation status of CDC. It is in order to enhance the quality of employment services, and to provide job seekers whether looking for work or handling the unemployment benefits, both of them can be appointment. Full services provide by the same person. In addition to job seekers can save their waiting time, the employment specialist can understand more about the job seekers for better employment services. A qualitative research approach is adopted through in-depth interviews of eight employment specialists.
Major findings are the following: Although the satisfaction of the people was high, but to rise of the employment promotion was not significantly, although the sense of trust is indeed higher than before. The employment services by the employment specialists are also prepared. Because of the habits to the general people has not been established, and they don’t like to be bound. It also causes problems on the employment specialists. Half-hour of service time to each one might be not enough to the job seekers who need consulting, but if might be difficult for them to order another service time. In addition, in response to the model training center adjusted the employment to the counters. It might make them have a gap on their expecting. The employment specialists’ function might not reach yet. Respondents would consider participating in lectures attendants’ multi-style training, not as actual observation to come more effective. Increase in archiving operations, cases cannot be closed, and performance requirements, etc., caused great pressure to the employment specialists.
Some suggestions are provided: it should be better planning before the new policy execute. Provide the job seekers with the customer-oriented integrated services. Enhance the level of public authority to the employment specialists. Improve the situation of employment specialist shortage by the approach of re-allocation.

並列關鍵字

one case by one steward ； employment service ； employment specialist ； Career Development Center ； Training Center

參考文獻

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