社會工作者工作壓力、專業資源與離職傾向之相關研究

A Study on the Relation of Worker Pressure, Professional Resources and Turnover Intention of Social Worker.

黃麗錞(Li-Chun Huang)

指導教授 ： 李華璋

朝陽科技大學/人文暨社會學院/社會工作系/碩士(2017年)

摘要

本研究目的旨在瞭解社會工作者工作壓力、專業資源與離職傾向之關
聯性並探討專業資源對社會工作者工作壓力及離職傾向的調節作用。從公
私部門合計 487 個社會福利機構中，以全隨機法抽出 60 個社會福利機構做
為研究樣本，獲 50 個機構同意參與。寄出 400 份問卷，回收 375 份，回收
率為 93.75％。研究者運用描述性統計、獨立樣本ｔ檢定、成對樣本ｔ檢定、
單因子變異數分析、階層迴歸等統計方法，分析與整理研究資料。
　　本研究結果如下：一、社工主要壓力來自機構；二、社工文書工作的
負荷多於直接服務；三、不同年齡、婚姻關係、機構服務年資及主管是否
有社會工作相關學歷的社工在工作壓力有顯著差異；四、機構內專業資源
現況及需求高；機構外專業資源現況低而需求高；五、機構內專業資源以
「同儕支持」提供程度最多，需求程度亦最大；六、機構外專業資源以「外
聘督導」提供程度最高，需求程度亦最大；七、不同年齡、機構性質、服
務對象、主管是否有社會工作相關學歷的社工在機構內專業資源現況及需
求皆有顯著差異；八、不同機構性質、服務對象、主管是否有社會工作相
關學歷的社工在機構外專業資源現及需求皆有顯著差異；九、社工整體的
離職傾向屬中等程度；十、將工作壓力、專業資源及兩者之交互作用投入
迴歸方程式，對離職傾向有顯著的預測力，R 平方達.397，顯見工作壓力對
社工的離職傾向有預測力，且受專業資源的調節。
　　根據以上結論，研究者提出以下建議：一、社會福利單位應在組織結
構及體系制度做適度調整；二、重視個案服務品質，降低文書工作比重；
三、主管應聘請社會工作相關學歷者擔任；四、維持機構內專業資源，增
進機構外專業資源的提供。

關鍵字

社會工作者 ； 工作壓力 ； 專業資源 ； 離職傾向

並列摘要

The main purpose of this study is to understand the relationships between the pressures social workers experienced on the job, professional resources available to social workers, and turnover intention among social workers. Moreover, this study is to explore the moderating effects of the professional resources on the relationship between worker pressure and turnover intention among social workers. From the total of 487 social welfare institutions in the public and private sectors in Taiwan, 60 social welfare institutions were selected randomly as sources of samples, and 400 questionnaires were sent out, 375 of them were returned. The result of the response rate was 93.75%. The researcher used descriptive statistics, t-test, ANOVA, hierarchical regression, and other statistical methods to analysis the research data.
　　The results of this study revealed: The major pressure on social workers is caused by the institutions they work in. The burden of paperwork is more time consuming than the direct service received from social workers. Social workers may experience different stress among different age group, the marital status of social workers, seniority, and supervisors with or without social work related qualifications. The professional resources of the social work organization are high in demand. Co-worker support among social workers is the most important support and most needed as an internal professional resources. The support of supervisors is an important support needed as external professional resources. There is a significant difference in the status and demand of professional resources among social workers of different age group, institutional nature, client needs, and supervisors who have social work related background and qualifications. The level of social workers' overall turnover intention is moderate.
　 Based on the conclusions above, the researcher made the following recommendations: First, reduce the loading on paperwork to increase the service quality of social workers. Secondly, social welfare units should adjust their organizational structure. Thirdly, the supervisors in the social work institutions should have a social work related background and qualifications. Lastly, provide more internal and external professional resources would decrease the turnover intention of social workers.

並列關鍵字

Social Worker ； Worker Pressure ； Professional Resources ； Turnover Intention

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