本研究旨在以高雄及台南一帶醫院為主體,就現任或曾經擔任志工督導一職之社會工作者為研究對象,共邀請十一位受訪者,以訪談法進行資料蒐集,探討當督導面臨該院不適任志工情境時,所採取之因應策略,用以分析並回應予實務界供參。 志工督導看待所謂的不適任志工,可歸類為四大面向,分別為(一)不符合單位期待;(二)不堪負荷服務內容;(三)遊走於倫理界線上以及(四)其他考量因素。然而,進一步探究運用志工的背景因素,不適任志工通常是藉由組織目標、運用單位、志工督導、客體因素和外部因素多方交集,所組成的共識。 面對不適任志工,延續上述四個面向的考量要素,受訪者各有其採取之因應策略。續彙整各志工督導運用的工作方法,歸結出(一)靜觀其變;(二)試圖改善;(三)斷然處理三種因應策略,其應對不適任志工時,志工督導取決的因應策略,涉及組織立意觀點、主管授權程度、運用單位職務認定以及志工隊本身、社區關係等角力拉鋸下,選用的單一項或漸進式的因應策略;另外隨著情境和背景因素的變動,因應策略的取決亦是保有彈性的權衡,其目的皆以穩定志工隊務運作為要。 特別的是,亦有受訪者依著組織概念,完全認同且接受他單位公認已屬不適任志工範圍之情境,因其組織核心價值是沒有不適任的志工,針對各種情況完全的坦然接受。
This study analyzes the situations of incompetent volunteers who work at the hospital and purposes treatments for these situations. The research objects are current or former supervisors of volunteers. Eleven respondent supervisors served at the different hospitals were interviewed to collect their experience data. These hospitals are located in Kaohsiung or Tainan. The so-called incompetent volunteer behavior can be classified into four conditions as follows: (i) do not meet expectations from the applying unit, (ii) be overburdened by the services, (iii) walk on the ethical boundary, and (iv) result from other reasons. However, an incompetent behavior is usually composed of the organizational goals, the applying unit, the supervisor, and the external factors after making a thorough inquiry in the exercise background of volunteers. According to the above four conditions, the respondents have their own treatments while facing an incompetent volunteer. Three treatments are summarized from the managing methods of the respondents; and they are (i) wait and see, (ii) to try to improve, and (iii) categorically deal with. They are affected by viewpoint of organization, authorization level, position identify of applying unit, and community relations. While handling with incompetent conditions, the action could be a single treatment or progressive ones. Besides, team work stabilization is a top priority regardless of using any treatment which is a trade-off among the changes of context and background factors. In particular, some respondents readily accept a variety of situations under the concept of organization. The organization's core values believe that there is no incompetent volunteer even an incompetent condition is already recognized by other units.