社會福利機構對高齡志工運用模式~以苗栗縣為例

Social welfare institutional management model for elder volunteers - Miaoli County as an example

蕭麗華(HSIAO LI HUA)

指導教授 ： 曾竹寧

亞洲大學/人文社會學院/社會工作學系碩士班/碩士(2008年)

摘要

本研究透過對社會福利機構運用高齡志工人力運用情形之瞭解，以及高齡志工對參與志願服務的認知，釐清高齡志工參與志願服務的工作內容及人力運用模式，並具以提出高齡志工人力運用的建議與展望。
研究者藉由探討志願服務運用單位對於高齡志工工作管理運用提供志工督導在高齡志工工作規劃方面，考量適合高齡志工參與志願服務工作內容，發展高齡志工管理工作模式，作深入分析並提出建議，研究目的有三：一、探討苗栗地區志願服務運用單位，對於高齡志工的運用方式及其運用模式。二、釐清苗栗地區目前志願服務運用單位，在高齡志工管理遇到的管理工作困境。三、以社會工作者觀點，針對上述研究發現的高齡志工運用模式，釐清社會工作專業管理上的優劣，並從社會工作專業者的角度，針對既有的問題提出對應與建議，以供有志於志願服務領域學者、實務工作者參考。
本研究以質性研究的方式，針對20位機構志工督導及20位高齡志工，以個別訪談的型態，從志工服務內容分析高齡志工實務工作型態，並以志願服務工作管理知能，探討志願服務運用單位高齡志工人力運用情形。
研究發現苗栗地區高齡志工人力運用模式分為專業成長工作模式、宗教使命工作模式、互助人際工作模式三種類型。專業成長型之志工參與動機主要是尋求專業自我成長，因而管理面向強調高專業服務工作知能並重視志工訓練及工作規劃；宗教使命型志工參與動機因宗教使命激發對機構服務宗旨認同，志工管理面向強調以利他服務精神號召志工參與，因而管理面向重視志工直接參與服務工作，特別強調工作信念及服務工作規劃，志工對機構高度服務承諾；互助人際型志工參與動機主要是尋求團體認同及心理歸屬，因此管理面向強調機構同儕間互動支持、情感交流，以外在獎勵措施吸引志工參與。
志願服務單位志工督導風格，皆強調高人和取向，因此機構在志工人力運用管理，不能過於強調管理的角度，因而忽略志工督導管理工作，雖朝向以志願服務管理機制，但志工督導較難落實對志工表現或志工團體服務績效評估，制定符合有效的激勵高齡志工的評估指標，也要實際考量機構經費及高齡志工所在意的獎勵措施，才能對其產生激勵效果。
最後，研究者從志工運用、督導管理、機構管理、政策體制面，對苗栗地區機構高齡志工人力運用模式提出建議，重新思考高齡志工人力運用及其在機構角色定位，而能發展一套合乎專職人員與志工需求管理制度，使志願服務工作朝向專業化體制發展。

關鍵字

高齡志工 ； 人力資源管理

並列摘要

This study seeks to understand how social welfare institutions utilize human resource management of elder volunteers and the conditions of elder volunteers participating in volunteer services, in order to clarify the work content and human resource management model of elder volunteers participating in practical services, and to further propose suggestions and developments for elder volunteers’ resources.
In order to explore how institutions that utilize volunteer services manage the work of elder volunteers, to provide volunteer supervisors with suggestions in planning work for elder volunteers, in consideration of work content appropriate for elder volunteers to participate services, for the development of an “elder volunteers work model”, and to provide in-depth analysis. The Research objectives are: 1. To explore the utilization method and management model of institutions at Miaoli area that utilize volunteer services of elder volunteers. 2. To clarify the management problems of institutions that utilizes volunteer services in managing elder volunteers. 3. Based the professional perspective of social work, looking to the performances of volunteer management for elder volunteers, clarify advantages and provide responses and suggestions for existing problems, to serve as a reference for scholars in the volunteer services field and professionals who work in the field.
To achieve those goals, researcher working in qualitative research, interviewed 20 supervisors and 20 elder volunteers. We also analyzed their practical service of elder volunteers, finding how and why they can simply attract elder as important human resource to join the volunteer services by authority.
In this study, researcher finds that human resource management model of elder volunteers in Miaoli area are divided into three types of ‘professional growth work model’, ‘religious mission work model’, and ‘mutual aid interpersonal work model’. Professional growth type volunteers participate in pursuit of professional individual growth, thus the management should emphasize highly professional service work know-how, as well as volunteer training and work planning. Religious mission type volunteers participate in pursuit of religion-inspired identification with the mission of the institutional service, thus volunteer management should emphasize the spirit of benefiting others to inspire participation, and volunteers should be able to directly participate in service work, further emphasizing faith in work and service work planning, and a high degree of service commitment by volunteers to the institution. Mutual aid interpersonal type volunteers participate in pursuit of group identity and a psychological sense of belonging, thus the management should emphasize interactive support, emotional exchange, and use external incentives to attract participation by volunteers.
The supervisory styles at volunteer service organizations all emphasize a high harmony orientation, thus in human resource management of volunteers, it cannot overly emphasize the angle of management and overlook volunteer supervisory management. Even though it approaches a volunteer services management system, it is more difficult for volunteer supervision to implement performance evaluation for volunteer performance or volunteer team service performance to establish effective evaluative indicators to encourage elder volunteers. It is also necessary to practically consider institutional budgets and the incentives preferred by elder volunteers to effectively encourage them.
Finally, the researcher uses volunteer management, supervisory management, institutional management, and policy aspects to propose suggestions for Miaoli institutional human resource management model of elder volunteers, to rethink human resource management of elder volunteers and the orientation of its role in the institution, and develop a management system that can accommodate needs of salaried employees and volunteers, so that volunteer services can develop in a professionalized system.

並列關鍵字

elder volunteers ； human resources management

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