居家服務督導之工作經驗

The Working Experiences of Home Care Supervisor

林素蘭(Su-lan Lin)

指導教授 ： 謝玉玲

亞洲大學/人文社會學院/社會工作學系碩士班/碩士(2011年)

摘要

台灣的人口老化是一個不可逆的事實，國家及相關單位也逐年討論並執行因應的對策，長期照顧十年計劃為其中之一，而居家服務方案也是計畫中照顧服務項目很重要的服務方式，居家服務在台灣的施行也已經超過30年的時間，這樣的社區化的服務方式，非常能夠呼應台灣老人在地老化的期待與心聲，因而讓此項的服務日趨重要，相對於這項服務的服務品質的要求也日益增高，但是居家服務的品質管理落在居家服務督導的身上，督導肩負著政策與案主的期待，透過督導的機制與管理方式，希望讓服務的品質能符合政府要求以及案主的期待，所以本研究的目的希望探究督導員的工作經驗，希望能累積督導的經驗，讓居家服務方案的運作更為順暢。
本研究採用兩階段的研究方式，第一階段為深入訪談五年以上五位的資深督導員，第二階段進行六名督導員的焦點團體，兩種收集資料方式，進行分析及研究。
本研究依照目的整理成果包含居家服務督導員督導工作內容，除了一般工作內容另外包含特殊的工作內容以及額外的研發的工作。居家服務督導員督導模式的建構部分，以兩個觀點來切入分為四類的模式，第一個觀點是以誰為主體的督導模式，以服務員為主體VS以個案為主體，第二個是以情感的多寡來切入，分為感性督導模式VS理性督導模式。從研究發現中，督導的特殊情境分為五大特性：1.三角遠距情境、2. 不穩定的關係、3.當「小孩」變成督導、4.背景的相異處與多樣化、5.供需模式；督導的困境及問題的部分研究發現，問題的成因分別為「三角關係」、「政策與制度」、「環境」、「階級與衝突」等四大方向因素所影響。

關鍵字

居家服務 ； 居家服務督導

並列摘要

English Abstract

Taiwan's aging of population is an irreversible fact, the government and the coherent units also year by year discuss and carry out the way to deal with this situation, the ten-year long term care is one of the plans, but in service items, the home care plan also be considered the very important service mode, the home care also already surpassed 30 years in Taiwan's execution, such community area's service mode, can echo Taiwan senior citizen anticipation and the aspiration of aging, thus let this service is important day by day, including the quality of service requirements, but the home care's quality control falls on the home care supervisor, the supervisor is shouldering the policy and the employer’s anticipation, by the supervisor’s mechanism and the mode of administration, hoped that enables the quality of service to meet the government requirement as well as the employer’s anticipation. Therefore, this research's goal hoped that inquired into supervisor’s work experience, hoped can accumulate the supervisor’s experience, lets the home care plan to be operated smoother.

There are two stages for this research; the first stage is for a thorough interview five senior supervisors who work above five years, the second stage is to carry on the focal point associations for six supervisors. Base on the two stages, carries on the analysis and the research.

Purpose of this study in accordance with the finishing results including the home care supervisors` work content. Except the general work content, other contains the special work content as well as the extra research and development work. The construction part of the home care supervisors` direction pattern, dividing into four kinds of patterns by two viewpoints; the first viewpoint is “who” for the main direction pattern, taking the service person VS the case. The second pattern is by how much emotion, dividing into perceptual direction pattern VS the rational direction pattern. From the research discovery, the direction special situation divides into five big characteristics: 1. Triangle long range situation, 2. Unstable relations, 3.when “the child” turns the direction, 4. different place and the diversification for the background 5. supply and demand pattern; The direction difficult position and the question part of the research discovery, the question respectively coming from “the three-cornered relation”, “the policy and the system”, “the environment”, “the social class and the conflict” and so on. Four general orientation factors affects.

Key words: Home Care ,home Care Supervisor

並列關鍵字

Home Care ； Home Care Supervisor

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