由基層工作人員經驗反思社政單位災害救助工作實務樣貌

本研究以臺灣的災害救助工作發展為背景，試圖瞭解我國災害救助工作的真實樣貌。研究先行探討臺灣現行執行災害救助工作的各階段服務內容、政策訂定脈絡與災害發生後常見現象，再由研究者搭配其實務經驗觀點，以深度訪談方式訪談8位不同直轄市、縣（市）政府社政單位中擁有2年以上實務經驗的基層實務工作者們，以進行研究發現。研究結果歸納出，各項災害救助應執行之工作已內化在各機關，執行內容無明顯差異，僅在專精程度上有所差別；媒體效應造成大量人力及物資湧入災區現場，需要預先進行準備及因應；災害救助工作需要高度分工及橫向溝通協調，也相當仰賴經驗的傳承與制度的建構，但從事災害救助工作的基層實務工作者們普遍位處高壓力、高風險與低支持的工作環境，相較於發展已久的其他社會工作專業而言，災害救助工作所能獲得之資源與支持較為低落，這樣的工作及環境特性已成為影響基層實務工作者們繼續從事災害救助工作的成因。研究建議臺灣的社政單位應正視多元化的災害議題，預先進行組織內部之災害救助任務分工、訂定相關因應機制及因地制宜的標準化流程及制度，主事者應確實聆聽基層實務工作者想法，也應給予必要資源、支持及協助，並正視辦理災害救助之基層實務工作者們之工作負荷及執業風險。

關鍵字

災害防救；災害救助；災變社會工作

並列摘要

The thesis is based on disaster relief work development in Taiwan, attempting to reveal the working pattern of grassroots worker. The thesis started by discussing the services, and disaster relief work which carried out by frontline workers at each stage in Taiwan. And then discuss the context of politics making and the phenomena that often happened after the disaster happened. 8 in-depth interviews were conducted among frontline workers who have at least 2 years working experiences in Municipalities and County Goverments. Except for specialized level, finding indicates that the disaster relief work have already done by each authority, and there are not great differences between executive content. For example, the media effect causes disaster area thronged with volunteer and excessive supplies that need to deal with to avoid failing. Disaster relief work needs highly specialized division of workers and lateral communication. Also, passing down working experiences and setting up systems is highly needed in this work field. However, frontline workers often have high pressure, high risk and low support working environment. Comparing to other social work fields with rather mature development, there is a lack of sources and supports for disaster relief work, which lead to the frontline workers in this field quit their jobs. This research recommends that Taiwanese Social Affairs Section should focus on the multidisciplinary nature of disaster issues, assign disaster relief work responsibilities within the organization in advance, set up relevant corresponding protocols and procedures and adopt standard systems to address issues. In addition, top officials should listen carefully to the frontline workers’ advice and give those workers necessary resources, support and assistance. And focus on the problem of overloading work and potential occupational risk.