老人保護社工人員工作特性、角色壓力和專業承諾間之相關性研究

The Study of Correlation among the Elderly Protective Social Worker's Job Characteristics, Role Stress and Professional Commitment

賴毓琇(Yu-Hsiu Lai)

指導教授 ： 黃志忠

國立暨南國際大學/人文學院/社會政策與社會工作學系/碩士(2021年)

https://doi.org/10.6837/ncnu202000387

摘要

本研究旨在瞭解以老人保護服務為主責業務之社會工作人員，其工作特性、角色壓力與專業承諾間之關聯性。本研究以服務於各直轄市、縣（市）政府，並曾經主責老人保護業務之公部門社會工作人員為抽樣對象，經分層立意抽樣後進行問卷發放與調查，共回收105份有效問卷，有效回收率達84.0%，研究架構以階層迴歸模式進行量化分析，並輔以質化訪談，訪問三名現或曾任老人保護服務業務之社會工作人員，以進一步地作為本研究在量化分析結果上的補充及探討。

研究結果發現老人保護社工人員之部份個人特性與職位特性、工作特性、角色壓力均和專業承諾達顯著相關，其中工作特性與角色壓力可解釋達46.6%的變異量。在質化訪談中則察覺雖有法律規範，然而網絡單位和資源聯結間，仍舊面臨不容樂觀的現況；另外，分工模式無法一致、未能設立專職人力，以及現有的工作特性無法悉數考量至服務人口及處遇方法的特殊性等等，都可能造成角色壓力的各面向呈現，進而影響研究對象在專業承諾上的主觀感受，且息息相關於從業人員是否願意持續留在專業工作崗位、專業價值的認同與投入抑或是對專業生涯的正向評價等等，甚至進而影響對專業工作所投入的熱忱與服務品質。

最後，進一步地，本研究期依研究發現提出具體建議，首先，對於政策面，建議健全現有之專業服務網絡協調機制、推倡老人高風險分級制度及強化家內親屬案件之老人保護工作模式；再者，在實務面，建議建立完善老人保護工作模式、個案服務紀錄的妥善填寫及以家庭為單位之社會工作；另在學術面則建議定期進行內部及外部督導，加強提升專業服務知能並加強學校的社會工作教育。

關鍵字：老人虐待、老人保護、工作特性、角色壓力、專業承諾、社會工作人員

關鍵字

老人虐待 ； 老人保護 ； 工作特性 ； 角色壓力 ； 專業承諾 ； 社會工作人員

並列摘要

This research aims to understand the relationship between the characteristics of job characteristics, role stress and professional commitment of social workers whose main business is the protection of the elderly. The sample objects of this study are public sector social workers who serve the municipal and county (city) governments and were responsible for the protection of the elderly. After stratified purposive sampling, the questionnaires were distributed and surveyed. A total of 105 valid questionnaires were collected, with an effective recovery rate of 84.0%. The research framework is based on a multilevel regression model for quantitative analysis, supplemented by qualitative research. A total of three current or former social workers in the elderly protection service business were interviewed to further supplement and discuss the quantitative analysis results of this research.

From the research results, it can be inferred that the personal characteristics of social workers for the protection of the elderly are significantly related to their professional commitments. Among them, job characteristics and role stress can explain up to 46.6% of the variance. In the qualitative interview, this research found that although there are laws and regulations, the connection between network units and resources is still facing a less optimistic situation;

In addition to the above, due to the difficulty in reaching agreement on the division of labor, the failure to establish full-time manpower, and the inability of the existing job characteristics to fully consider the particularity of the service population and treatment methods, etc., all aspects of role stress may appear. Such a situation may affect the subjective feelings of the research subjects in terms of professional commitment, and is closely related to whether practitioners are willing to continue to stay in professional jobs, recognition and investment of professional value, or positive evaluation of professional career, it may even further affects the enthusiasm and service quality invested in professional work.

Finally, in a more in-depth way, this research also makes specific recommendations for the results. First of all, in terms of policies, this research suggests to improve the existing professional service network coordination mechanism, promote a high-risk grading system for the elderly, and strengthen the protection of the elderly in family relatives cases; Furthermore, in terms of practical aspects, this research proposes to establish and improve the work model of protection for the elderly, promote the proper filling of case service records, and conduct social work as a family unit; On top of that, on the academic side, this research suggests that regular internal and external supervision should be carried out to strengthen and enhance professional service knowledge and steadily conduct social work education in schools.

Keywords: Elder abuse, Elder protection, Job characteristics, Role stress, Professional commitment, Social workers

並列關鍵字

Elder abuse ； Elder protection ； Job characteristics ； Role stress ； Professional commitment ； Social workers

參考文獻

一、英文文獻

Ahmad, S., Muhammad, W., Muhammad, S., Wajahat, H. Q. & Muhammad, R. (2014). Antecedents of job stress and its impact on employee’s job satisfaction and turnover intentions. International Journal of Learning & Development, 4(2), 204-226.

Almakki, Z.E., Alshehri, S.Z. & Abdel Wahab, M.M. (2020). Knowledge and attitudes regarding elder abuse in the community, Eastern Province Saudi Arabia. BMC Geriatr, 20(85).

American Medical Association. (1992). Diagnostic and treatment guidelines on elder abuse and neglect. Chicago, IL: American Medical Association.

Anetzberger, G. J. (2005). The Reality of Elder Abuse, Clinical Gerontologist, 28, 1-25.