後心理師法時代社區專線機構之運作困境與因應作為：以「885專線」為例

為瞭解心理師法對社區專線機構運作的影響，研究者以「885專線」為例，分別進行三場焦點團體訪談、收集18位來自各縣市家庭教育中心專線服務之業務承辦人的想法，並以個別訪談法收集4位熟悉「885專線」運作之專家學者的觀點，企圖整合內部人和外部人對「885專線」運作困境之觀察和因應策略之建議。研究結果顯示，受訪者認為「885專線」除了原即存在的運作問題外，心理師法通過後，更新增了六項新困境，包括不瞭解專線運作的新定位、面臨服務過程中進退失據的兩難處境、志工的抱怨和流失、訓練課程減少，定位、宣導、訓練的相互抑制，並挑戰專線存在的價值等。而在因應困境的策略建議上，受訪者除期待主管機關能針對專線存廢做出明確決定外，繼續服務、委託經營和結束服務的想法都有受訪者支持，意見十分紛歧。最後，研究者還針對相關的研究結果進行討論和建議。

關鍵字

心理師法；專線服務；運作困境

並列摘要

To understand the impact of Psychologist Act on the community hotline service organizations, the author chose the ”885 hotline” service and formed three focus groups from 18 family educator center hotline services employees. The author also adopted single case study to interview four experts who were familiar with the operation of the 855 hotlines. The author attempted to integrate the insiders' and outsiders' views on the barriers of implementation on the 855 hotlines and their recommendations on coping strategies. The findings showed that in addition to the existing problems on implementation, the interviewees discussed six new barriers after the issue of Psychologist Act: unaware of the new mission of the hotline services; facing dilemmas in services; volunteers' complaints and losses; reduced training programs; conflicts between mission, propaganda and training; and challenging the worth of the hotline. In coping with the new barriers, the interviewees expected that the higher administrators can make a clear decision on whether to abolish or retain the 885-hotline. However, their opinions are quite diverse on the continuation of the service, service assigned to others, or discontinuation of the service. Lastly, the author discussed about the relevant results and recommendations.