高風險家庭成案決策之研究-以新進社工為例

The Decision Making of High Risk Families - the Study of the New Social Workers

黃瓊儀(Chiung-I Huang)

指導教授 ： 陳玫伶

朝陽科技大學/人文暨社會學院/社會工作系/碩士(2017年)

摘要

本研究以新進高風險家庭社工人員角度去探討其所身處的環境脈絡如何影響他們的成案決策，新進社工人員是否能覺察決策盲點，而新進社工人員在從事高風險家庭服務的工作壓力是什麼。本研究採質性研究，以深度訪談方式進行資料蒐集。透過深度訪談，一共訪談了八位新進高風險家庭社工人員，研究發現與結論如下:
一、新進社工人員自覺無法完善評估案件，擔心他人的評斷
二、個案因素是成案決策先決條件。
三、組織因素是成案決策的關鍵考量因素。
四、外部因素透過組織對成案決策具有間接的影響。
五、決策者專業自信及年資、價值觀影響成案決策及決策門檻。
六、各面向因素彼此交互作用而影響成案決策，包括(一) 組織因素的支持可降低外部因素的壓力；(二) 組織因素可影響決策者的決策門檻；(三) 組織因素、個案因素與決策者相互作用影響預估案件的風險程度。
七、新進社工人員在決策過程經提醒或是撰寫紀錄方可覺察決策盲點，要避免陷入「先入為主」以及「決策近視」的盲點
最後根據研究發現提出研究建議：
一、針對實務工作方面
(一)整理案例彙編並提供新進社工人員完整職前訓練及在職訓練
(二)建立師徒制
(三)建議組織的覆核素材可以多元化。
(四)建立開放的督導關係，協助新進社工人員做出適當的決策。
(五)兒少保護與高風險家庭兩個體系應加強溝通，減少社工人員成案決策的無奈感並可促進服務績效。
(六)可透過統計資訊以及個案紀錄的品質抽測，了解實務上決策盲點的發生情形。
(七)提升新進社工人員對決策盲點的敏感度。
二、高風險家庭政策方面
(一)建議修正開案指標及危機分類指標，讓新進社工人員成案決策更加有所依據。
(二)預估個案風險加入內隱性的心理動力資料，以利新進社工人員預估的準確性。

關鍵字

高風險家庭 ； 成案決策 ； 新進社工

並列摘要

From the perspective of new high-risk family social workers, this study explored how the environment context affected their decision-making, whether they were aware of decision-making blind spots, and what working pressure they had when engaging in the services for high-risk families. In this study, the qualitative research method was adopted, and in-depth interviews were used for data collection. Through the in-depth interviews with eight new high-risk family social workers, the research findings and conclusions were summarized as follows:
1. New social workers were afraid of being unable to well assess the cases and worried about others’ evaluation.
2. Case factors were the prerequisite to decision-making.
3. Organizational factors were the key consideration factors for decision-making.
4. External factors had an indirect influence on decision-making.
5. Decision-makers’ professional self-confidence, seniority and values affected the decision-making and its threshold.
6. All factors interacted with each other and further affected the decision-making, such as: (1) the support of organizational factors could reduce the pressure of external factors; (2) organizational factors could affect decision-makers’ threshold level of decision-making; (3) the interaction among organizational factors, case factors and decision-makers would affect the assessment of the case risk.
7. New social workers could only observe their decision-making blind spots by being reminded by others or keeping records during decision-making. They need to avoid falling into the blind spots of “preconceptions” and “decision myopia.
Lastly, based on the research findings, this study has suggested the following recommendations:
1. The aspect of practical work:
(1) Organize and compile the cases and provide complete pre-service training and on-the-job training for new social workers.
(2) Build a mentoring system.
(3) It is recommended that the reviewing materials of the organization can be more diversified.
(4) Establish an open supervisory relationship to assist new social workers in making appropriate decisions.
(5) The communication between the two systems, child and youth protection and high-risk families, should be enhanced to reduce social workers’ frustration during decision-making and to improve the service performance.
(6) Use the statistical information and the sampling test of case records to have a better understanding of the decision-making blind spots in practice.
(7) Enhance new social workers’ sensitivity to decision-making blind spots.
2. The aspect of high-risk family policy:
(1) It is recommended to modify the case-opening indicators and crisis-classifying indicators for new social workers to have a stronger decision-making basis.
(2) Incorporate the implicit psychodynamic data into the estimated case risk to enhance the accuracy of the estimates made by new social workers.

並列關鍵字

high-risk families ； decision-making ； new social workers

參考文獻

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