台灣公部門社會福利工作人員的工作負荷與生活品質之研究

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题名:	台灣公部門社會福利工作人員的工作負荷與生活品質之研究
其它题名:	A study for social welfare worker's workload and quality of life from the public sector in Taiwan.
作者:	羅鼎程 Luo, Ting-Cheng
贡献者:	鄭怡世 Cheng, Yi-Shih 社會工作學系
关键词:	公部門、社會福利工作人員、工作負荷、生活品質 public sector、social welfare worker、workload、quality
日期:	2012
上传时间:	2014-02-19T03:59:53Z (UTC)
摘要:	台灣近年來對於公部門社會福利工作人員的工作內容、工作負荷與生活品質一直缺乏完整性的調查研究，大部份的研究針對公部門社工員人力不足的現象以及工作壓力進行探討，而忽略其執行的業務內容與工作負荷、生活品質之間的關係。本研究以國內直轄市（台北市、新北市、台中市、台南市、高雄市）與準直轄市（桃園縣）政府的社會福利工作人員為研究對象，採立意抽樣法進行抽樣後進行問卷調查。共發出250份問卷，回收有效問卷180份，有效問卷回收率72％，經統計分析後有下列幾點研究發現：一、（準）轄市的社會福利工作人員有女性化、年輕化、年資偏低的趨向；有超過半數的社會福利工作人員是以約聘／僱的方式任用；他們絕大多數（接近八成五）畢業於社會工作或社會福利學系。二、這些社會福利工作人員目前有執行的業務內容，依次數多寡排序分別為資格審定、法律扶助、心理關懷、經濟扶助、緊急處遇；而在這些目前有執行的業務內容中，資格審定是最多社會福利工作人員感到工作負荷最重的業務內容，其次依序為緊急處遇、經濟扶助、採購標案、評鑑考核。顯示資格審定、緊急處遇和經濟扶助，不僅是當前直（準）轄市的社會工作福利工作人員有執行的業務內容，也是他們認為工作負荷最重的業務內容。三、這些社會福利工作人員是處於中高程度的工作負荷狀態，其中又以時間需求的工作負荷最高，其次依序為努力程度、績效表現、心智需求、挫折感水準。顯示直（準）轄市的社會福利工作人員在其平日工作經常是處於高度時間壓迫的狀態中。四、研究結果也顯示，直（準）轄市的社會福利工作人員，其工作負荷越大，生活品質也越差。其中，生理健康滿意程度與時間需求呈現高度負相關，顯示這群社會福利工作人員在其平日的工作中，當時間壓迫感越高時，對自身生理健康的滿意程度會越低。而根據研究結果，本研究針對直（準）轄市政府社會局提出下列幾點建議：一、經濟扶助應簡化行政流程；二、資格審定應訂立更明確的審核標準；三、緊急處遇相關法規的建制，且應朝向在地化、可近性的服務輸送模式；四、評鑑考核應建立個別的輔導機制；五、採購標案應有更完善的教育訓練課程；六、督導管理應明訂其最高工作時數上限。這是一份基礎性的研究，期待研究結果除了有助於台灣公部門社會福利工作人員作內容、工作負荷與生活品質的了解外，更期待能作為政府部門未來在工作設計、職務分工、業務安排時的參考資訊。 In recent years, Taiwan has always lacked comprehensive investigatory research regarding the work content, workload, and quality of life of social workers in the public sector. Most of the related research centers discussion on the phenomenon of the shortage of social workers in the public sector and their stress from work, thus neglecting the relationships among the nature of current in-service casework, workload, and quality of life of these professionals. The subjects of this study were the social workers for governments in the domestic municipalities (cities of Taipei, New Taipei, Taichung, Tainan, and Kaohsiung) and quasi-municipality (Taoyuan county), who will be purposively sampled to be administered questionnaires. A total of 250 questionnaires were administered, 180 of which were valid questionnaires collected, giving a return rate of 72%. After running statistical analyses, we arrived at the following discoveries:1. It was observed that the social workers in the quasi-municipality tend to be female, younger, and of lower income. Over half of these social workers are hired by contract, and the majority (nearly 85%) graduated with a major in social work or social welfare.2. Types of current casework performed by these social workers are the following (ranked from most to least): eligibility determination, legal assistance, psychological counseling, financial assistance, and emergency services. In addition, among these types of in-service casework, eligibility determination is the one that most social workers feel has the heaviest workload, followed by emergency services, financial assistance, procuring bids, and evaluation assessment. This shows that eligibility determination, emergency services and financial assistance are not only among the current casework performed by the social workers in (quasi-) municipalities, but also the casework types that are deemed as most stressful.3. These social workers have a medium to high workload. Most of their workload is attributed to time constraints, followed by degree of hard work, work performance, mental demand, and level of frustration. This shows that the social workers in (quasi-) municipalities frequently work under great time constraints. 4. Results of this study also show that the social workers in (quasi-) municipalities have a low quality of life corresponding to the heavy workload. In particular, there is a significant negative correlation between the level of satisfaction with physiological health and time constraints. This shows that for this group of social workers, the greater time constraints they experience, the less satisfied they feel with their own physiological health.According to the results of this study, we propose the following suggestions to the Bureau of Social Affairs at the (quasi-) municipal governments:1. Administrative procedure for financial assistance should be streamlined;2. Clearer evaluating criteria should be set for determining eligibility;3. Emergency services should be delivered in a localized and accessible form;4. Individual counseling mechanisms should be set up for evaluation assessment;5. More complete education and training courses are needed for procuring bids;6. Supervisory management should set maximum work hours.This is a fundamental study. We hope that the results of this study can not only aid in the understanding of the nature of work, workload, and quality of life of the social workers in Taiwan’s public sector, but also serve as reference material for government agencies in job design, work assignment, and casework arrangement in the future.
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