美國趨勢專家波普康（Faith Popcorn）曾經預言，二十一世紀將是志願服務的新世紀，聯合國更宣布將新世紀的第一年2001年訂為國際志願服務年（International Year of Volunteers,IYV），希望能帶動、鼓勵更多全球的民眾從事志願服務的工作，也能促成各國政府對志願服務的重視。 青年志願服務在美、日等先進國家均相當地發達，在台灣則正處於萌芽的階段。近年來，在政府部門與民間相關組織的大力倡導之下，青年投入志願服務的比例也日益增加，逐漸形成一股助人為善的風氣與潮流，青年學生為未來國家與社會的中堅份子，倘若人人均以助人為榮、為樂，必是國家社會之福。 本文以全國具有規模，隸屬於佛教慈濟基金會之下的青年學生志工團體—「佛教慈濟大專青年聯誼會」為研究個案，以質化的深度訪談為主要的研究方法，深度探討慈青聯誼會志工訓練的運作現況，並加以分析，提供建議，同時也希望研究所獲得的發現能提供學界與實務界作為青年志工研究或帶動的參考。

摘要 本研究旨在探討基隆市警察志工推動志願服務各構面與績效評價之程度；其次，警察志工個人基本屬性對推動志願服務之各構面與績效評價之差異情形；再者，警察機關推動志願服務構面與績效間之相關性；最後，探究警察機關推動志願服務各構面對績效之預測力，期能依據研究結果提出建議，以供警察機關採行因應措施之參考。 本研究先採焦點團體（focus groups）研究法，並以自編之焦點討論大綱為研究工具，以立意取樣方式選取基隆市警察志工進行三場次之焦點訪談，蒐集訊息，進而研製完整的研究構面及問卷內容，再以自編之調查問卷為研究工具，並以基隆市警察志工為研究母群體，採普查方式進行施測，計發放問卷303份、回收有效樣本263份；研究問卷內容包含警察機關推動志願服務之構面量表、績效之構面量表及受訪者的基本資料，對於問卷調查所得資料，利用電腦套裝軟體SPSS for windows 10.0 版，以描述性統計分析、t 檢定（t—Test）、單因子變異數分析（One-Way ANOVA）、皮爾森積差相關係數（Pearson's Contingency Coefficient）及迴歸分析（Regression）等統計分析方法進行資料處理。 本研究經實證分析，所得結論如次： 一、警察志工對於警察機關推動志願服務之各構面的評價程度，就各構面之平均數比率得分情形而言，以「管理作為」得分最高（79.2%），其次依序為「教育訓練」（78.22%），「激勵作為」（77.89%），而得分最低的則為「推展作為」（53.28%）。 二、警察志工對於績效之各構面的評價程度，就警察機關推動志願服務績效各構面之平均數比率得分情形而言，其中以「服務品質」得分最高（82.26%），其次依序為「資源有效利用的程度」（79.84%）、「目標的達成度」（78.26%），而得分最低的則為「志工與警察機關的互動性」（68.77%）。 三、警察志工個人基本屬性對警察機關推動志願服務之各構面之差異情形，其中 因性別、婚姻狀況、以前是否參加過其他的服務團隊、是否同時參加數個志 願服務團隊、服務時間等的不同，對其評價有顯著差異存在。 四、警察志工個人基本屬性對績效之各構面之差異情形，其中因年齡、職業、宗教信仰、以前是否參加過其他的服務團隊、目前是否同時參加其他的志願服 務團隊、是否同時參加數個志願服務團隊、服務時間等的不同，對其評價有顯著差異存在。 五、警察機關推動志願服務之各構面與績效間相關性 (一)「警察機關推動志願服務之各構面」對「績效之構面」均已達顯著相關，其中除了「推展作為」呈負向的關聯外，其它三個構面均呈正相關。 (二)警察機關推動志願服務之各構面與績效的相關係數為0.601，顯示兩者有高度的正相關性。 (三)警察機關推動志願服務之各構面與績效相關性之強度順序為： 激勵作為＞教育訓練＞管理作為＞推展作為 六、警察機關推動志願服務之各構面對績效之預測力 對依變項「績效」的預測力則以教育訓練的預測力最佳；另管理作為亦具有解釋力；惟激勵作為之解釋力並不高；至於推展作為變項對警察志工服務的績效則不具有預測力。 / This study has four aims. First, to probe the consequence about the volunteers on all aspects of police administration promoted voluntary service and achievement aspect in Keelung City. Second, to study the cognitive differences on the volunteer’s demographic statistics about police administration promoting voluntary service. Third, the relationship between the aspects of service of police administration promoted voluntary service and achievement. Finally, to forecast the all aspects of police administration promoted voluntary service about performance, and hope to come up with a result that can provide the police administration as a guide about policy making. This study uses focus groups survey research for making questionnaire. Using questionnaire survey research with the volunteers of Keelung police administration as study population, and come up with 303 samples for the questionnaire with 263 successful returned samples. Acquired valid samples is then processed with SPSS for Windows 10.0 for Descriptive Statistics analysis, t-Test, One-Way ANOVA, Pearson’s Contingency Coefficient, Regression analysis.. After empirical analysis, this study comes to the conclusions as below: 1. On the mean ratio of police administration promoted voluntary service facet, management wins the highest points (79.2%) , with job training second to it (78.22%), followed by encouragement (77.89%), and promoting (53.28%) comes at the lowest. 2. On the mean ratio of achievement aspect of police administration promoted voluntary service facet, service quality wins the highest points (82.26%) , with effectiveness resource using second to it (79.84%), followed by goal achievement (78.26%), and the interaction between volunteers and police administration (68.77%) comes at the lowest. 3. On the cognitive differences on the volunteer’s demographic statistics about police administration promoting voluntary service, the reason of sex, marriage situation, whether participated in other voluntary service groups before or at the same time and service period shows different significantly. 4. On the cognitive differences on the volunteer’s demographic statistics about achievement aspect, the reason of age, job, religion, whether participated in other voluntary service groups before or at the same time and service period shows different significantly. 5. The relationships between all aspects of the police administration promoted voluntary service and achievement are as follows: A. All aspects that the police administration promoted voluntary service reveal positively on achievement besides promoting. B. All aspects that the police agency promoted voluntary service reveal positively on achievement. C. The strongest relationship between all aspects that the police administration promoted voluntary service and achievement aspect is encouragement, job training and management the next, and promoting is the weakest. 6. The predictability of all aspects that police administration promoted voluntary service on the achievement are as follows: Job training is the best independent variables for predicting achievement. The management independent variable comes to the next. The encouragement independent variable comes to the third. The promoting factor has no predicting power.

志願服務成為一種趨勢，也是熱門的研究議題，而退休老人作為志工服務的人力提供者，是不可忽視的一股力量。近年來，老年志工議題越來越受重視，實際探究老人志工服務場域，關注到其中女性老人志工參與的特殊性。據此，本論文的研究目的在於：一、探討女性老人志工志願服務參與經驗；二、瞭解參與志願服務對於女性老人志工的影響和改變，以及女性老人志工對於擔任領導角色的經驗；三、提供志工人力資源管理者作為老年志工人力規劃之參考，並補充志願服務參與在女性志工經驗之特殊性。 本研究使用質性取向的研究方法，以台北市內湖區公所志工隊為研究對象，採用半結構式的深度訪談法進行資料蒐集，共計訪談八位年齡55歲以上的老年女性志工（包括曾任隊長等幹部職務者4名），主要的研究結果如下： 一、老年志工因為受到朋友的呼喚、對於服務他人的熱情而開始了服務生涯，在實質上的服務工作，則是因著服務機構的指派，提供不同的服務內容，並且隨時改變調整。 二、擔任志工後的改變，人力資本方面影響個人健康、知識技能的學習成長等；社會資本方面加深人際網絡擴展，增加社會接觸，改善人際關係；文化資本方面幫助瞭解志願服務的價值，肯定付出的力量；情感面上則影響個人擁有團隊歸屬感，及更積極、知足的生命態度。 三、女性老人志工認為幹部或領導角色必須擔負決策責任及團隊溝通橋樑，好的領導者懂得溝通和傾聽，處事圓滑，具責任感且願意付出，以及具備解決問題與發號施令的能力。這些特質能力與性別沒有直接關連，但男性的生命經驗可能較習慣扮演領導角色。 / Voluntary has become a trend, also a hot research topic. Elderly retirees as volunteer service providers, is a force to be reckoned with. In recent years, elderly volunteers and related issues got more and more attention. While exploring the elderly volunteer service field, we see women have their specialty in the elderly volunteer area. Accordingly, the purposes of this study are as following: first, to explore the elderly female volunteers’ participation experience in voluntary service; second, learn the influences and changes to the elderly female volunteers after participating in volunteer service, as well as the experience of being in leadership roles; third, to provide volunteer human resource managers as a reference for the elderly volunteer manpower planning, and the particularity in women volunteers. This study employs qualitative research approach, and data collection is gotten from the volunteer team of Neihu District Office, Taipei City, including semi-structured in-depth interviews with eight aged 55 years or elderly female volunteers (including 4 former captains or cadre members). The study findings are listed below: First, the elderly volunteers start their services because of the calling from friends, and their passion of helping people. Service work they do was assigned and adjusted by the service organization. Second, the change after being volunteer includes, in human capital aspect, affects individual health and knowledge skill learning. In social capital aspect, expands interpersonal network and social contact. In culture capital aspect, helps to understand the value of volunteer service. Emotionally, affects individuals to have sense of belonging, and more positive attitude toward life contentment. Elderly female volunteers believe cadre members must take leadership role or decision-making responsibility. Good leaders know how to communicate with a sense of responsibility and willingness to pay, and have problem- solving abilities. Also they need to know how to give orders. These capabilities and qualities not directly related to gender, but men, according to their life experience, may be more familiar with playing a leading role.

行銷觀念一開始被非營利組織所抗拒，直到一九六九年才開始被非營利組織接受並加以運用，之間的轉變是由於多位學者認為，行銷理念不但適合用於企業組織，更可拓展至非營利組織。因為非營利組織具有雙重的顧客群－捐贈者與服務使用者，非營利組織行銷的功能可以更精確的區分為資源分配、資源募集以及非捐贈者的說服。白話的說即是非營利組織希望透過行銷活動傳達組織使命與價值的同時，亦可達到持續的募集資源（資金和志工）之目的。 Schmitt（1999）將「體驗行銷」定義成「基於個別顧客經由觀察或參與事件後，感受某些刺激而誘發動機產生思維認同或消費行為，增加產品價值」，一般而言體驗行銷多運用在一般消費性產品的活動上。但在現實中可以發現，一些非營利組織透過舉辦體驗活動的方式，一方面讓民眾進一步認同組織使命，一方面希望這些民眾在參與活動過後，可以成為長期的種子志工，例如台灣世界展望會舉辦之「飢餓三十」活動、台灣環境資訊協會舉辦之「生態工作假期」活動，皆是屬於此種類型的活動。 本研究針對台灣環境資訊協會、荒野保護協會與千里步道舉辦之生態工作假期志工活動，對其參與志工發放問券。探討工作假期志工體驗、工作假期志工滿意度、志工─組織認同以及持續參與志工意願的關係。結果發現工作假期志工體驗會正向顯著影響工作假期志工滿意度；並且透過工作假期志工滿意度的間接中介效果，進而影響志工─組織認同以及持續參與志工意願。

本研究主旨在探討台灣地區中老年人參與志工和參與志工意願可能性的因素，係以環境因素 (居住地區)、社會結構因素 (年齡、性別、教育程度、宗教信仰、社團、收入來源、服務性質社團、家中人口數、聯繫人口數)、社經狀態因素 (是否工作、是否有伴侶) 和自評健康狀態為衡量的標準。 資料來源為行政院衛生署國民健康局所調查之「台灣地區老人保健與生活問題長期追蹤調查」資料庫。而本研究之研究對象為53歲以上之中老年人，在刪除遺漏值之後，分為兩組有效樣本，第一組應變數為是否參與志工之有效樣本為4279筆，第二組應變數為參與志工意願可能性之有效樣本為3635筆。首先，以 Logit Model 探討各變數對是否參與志工的影響；接著以序列機率模型 (Order Probit Model) 估計各變數對志工參與意願可能性之影響。 本研究之結果可大致歸納如下：在中老年人是否參與志工方面，居住非都市、城市之其他地區者、53至64歲之中年人、男性、教育程度愈高、有宗教信仰、有社團、有參與服務性社團、保持聯繫的親朋好友數愈多和自評健康愈好者，愈會去參與志工活動，邊際效果則以社團和服務性社團兩變數為正向顯著；而居住地區、教育程度、宗教信仰、家中人口數和工作是影響中年人、老年人兩群樣本參與志工主要差異的因素。在中老年人參與志工意願可能性方面，可知個人為53至64歲的中年人、女性、教育程度愈高者、有宗教信仰、有參與社團、有參與服務性質之社團、有工作和自評身體健康狀態愈好者，參與志工意願之可能性就愈高，而邊際效果亦以服務性社團此變數為正向顯著；而服務性社團是影響中年人和老年人兩群樣本參與志工意願之可能性最主要差異的因素。

社會福利領域運用志願服務者提供服務，已經有很長的一段歷史，各種不同型態的志願服務工作往往扮演社會功能維繫的角色，儘管歷經了世代的轉變，人們對於群己關係互賴依存的需求依然不曾改變。而在政經結構急劇變遷的今日，志工及志願服務組織甚至更成為維繫人與人、地區與地區、乃至政府與民間關係的重要機制。 本研究主要在探討：1、志工對於影響我國地方政府推動志願服務團隊之重要面向及其各構面的評價程度情形。2、探討志工對於地方政府推動志願服務團隊績效的評價程度情形。3、志工的性別、年齡、婚姻狀況、教育程度、職業、宗教信仰、是否參加過志願服務團隊、目前是否同時參加其他的志願服務團隊及參加志願服務的工作時間等個人基本屬性資料，是否會影響我國地方政府推動志願服務團隊之各重要面向及績效的評價程度差異情形之產生？4、影響我國地方政府推動志願服務團隊之重要面向與其績效的關聯性如何？5、影響我國地方政府推動志願服務團隊之各重要面向對績效預測的程度如何？ 本研究係以新竹市社會福利志願服務團隊為研究對象，運用問卷調查法等進行實證研究。從實證分析中，本研究發現志工對影響地方政府推動志願服務團隊之重要面向中之志工的人力資源管理活動及相關配套措施的評價程度較高，而對於志工管理制度及經費補助之評價程度則較低。一般而言，對影響地方政府推動志願服務團隊各重要面向及績效的評價程度上，女性高於男性，中高年齡者高於低年齡者，中等學歷者高於高學歷者，已婚者高於未婚者，參加過志願服務團隊者高於未參加過志願服務團隊者，服務年資深者高於服務年資淺者。另影響地方政府推動志願服務團隊之重要面向及其四個構面均與服務品質、與志願服務團隊互動程度、資源運用的程度、目標達成的程度及績效均有顯著相關存在。再者，對於績效的預測方面，一般而言，以相關配套措施的預測力最佳，經費補助次之。 基於前述的研究發現，為了因應未來志願服務工作的發展，地方政府在推動志願服務團隊工作上政策面應朝向制度明確化、管理合理化、和服務品質化三個方向來發展；另外要加強政府與志願服務團隊的互動關係。而地方政府在推動志願服務工作上所扮演的角色功能與工作重點，則應著重在輔導、資助、監督、諮詢、考核志願服務團隊，以確立各團隊能 依照服務宗旨及能力來提供服務，並透過經費補助、活動補助和培訓志願服務規劃與志工管理人才等方式，來引導與監督志願服務朝有品質的方向發展，以協助推動志願服務工作。 / The field of social welfare has already used volunteers for a very long time. Often all the different types of voluntary service work play the role of holding society together throughout generations of change. Just like in the past, people of today still require groups for mutual reliance and dependence. With the rapid changes occurring within today's political and economic structures, volunteers and voluntary service organizations hold people and districts together to an even greater extent, and so represent an important mechanism in the area of relations between the government and the people. The main points of the research are as follows: 1. Evaluate the extent to which volunteers are able to effect the important aspects and every dimension of our local government promoted voluntary service groups. 2. Inquire into the volunteers' appraisal level of local government promoted voluntary service group achievements. 3. The elicitation of the volunteers' sex, age, marital status, education level, profession, religion. Whether the volunteer has taken part in previous voluntary work. Whether the volunteer is also taking part in other voluntary work, and the amount of time the volunteer is donating to the work. All the above information will be collected for each individual. We hope to see if this information effects how different people evaluate the important aspects and achievements of our local government promoted voluntary service groups. 4. What is the connection effecting the important aspects and achievements of the local government promoted voluntary groups? 5. To what extent do achievement forecasts effect the important aspects of our local government promoted voluntary service groups? The objects of this research are social welfare voluntary service groups in Hsinchu City. An investigative questionnaire is used to carry out actual evidence research. From an analysis of this actual evidence research, it was discovered that volunteers, in relation to our local government promoted voluntary teams, evaluated human resource management activities and related complementary procedures to be comparatively more important than the volunteer system of management and subsidies. Generally speaking, when considering the extent to which the volunteers effected the important aspects and achievements of the local government promoted voluntary service groups, the following conclusions were drawn: - Women were more effective than men. - Middle-aged and senior-aged people were more effective than younger people. - Those educated to a high school level were more effective than those educated to a college level. - Those married were more effective than unmarried volunteers. - Those who had previously taken part in voluntary work were more effective than those who had not. - Those who had volunteered for many years were more effective than those who were new to volunteering. A related existence was displayed between the important aspects of local government promoted voluntary service groups and the following four dimensions: - Service quality - The extent to which voluntary service groups interacted. - The extent to which resources were used. - The extent to which the goals were achieved. Furthermore, concerning the aspect of forecasting achievements, generally speaking, the best forecasts come from related complementary procedures. The next best involve subsidies. Based on the above research discoveries, in order to lead to the development of voluntary service work in the future, the government when promoting voluntary service group work, should develop policy in the areas of system clarification, management rationalization and service qualification. In addition it is necessary to strengthen the relationship between government and voluntary service groups. Local government in order to assist in the promotion of voluntary service work should play the role of and emphasize coaching, provision of financial aid, supervision, consultation and examination. Furthermore, based on the service purpose and abilities of every group, the government should establish the provision of service. This can be done with the aid of subsidies and activity subsidies and through voluntary service training schemes and volunteer management personnel who can guide and supervise the development of quality voluntary services.

我國在民國八十七年開始推展獨居長者的正式服務，其中一項方案為關懷訪視服務，透過志工進行居家訪視增加獨居長者的社會接觸。回顧過往關於關懷訪視服務的文獻，大多是立基於服務提供者的觀點，忽略了獨居長者的聲音，故本研究從獨居長者的角度出發，探究長者接受關懷訪視服務的經驗為何。據此，研究問題如下：(1)長者實際經驗之關懷訪視服務內容為何；(2)長者自覺關懷訪視服務的獲益為何；(3)長者與志工的互動關係為何；(4)長者與志工的互動關係會隨著時間發生哪些變化；(5)長者和志工關係發展的相關因素為何？(6)長者接受訪視服務經驗對其自我概念的影響為何？ 本研究採用質性研究法，以半結構式訪談蒐集資料。訪談樣本來自台北市某老人服務中心列冊之獨居長者，共有9名受訪長者，七位為女性和二位男性，年齡約在70-80多歲，有兩位與親人同住，其餘皆一人獨居。 研究結果如下： 一、長者實際經驗之服務內容：志工的探視、陪伴、叮嚀和聊天，讓長者感到被關懷的情感性支持；此外，長者亦獲得訊息和工具性支持，訊息性支持為告知：(1)活動訊息；(2)社福資訊；及(3)老人中心的聯絡資訊，工具性支持則是：(1)物資贈予；(2)陪同就醫；及(3)住院照顧；最後，志工關懷的同時，其實也在收集長者的資訊，包括：(1)個人資訊；(2)平日狀況；及(3)突發狀況，並在必要時將資訊回報，讓老人中心可以掌握獨居長者的狀況，也就是說老人中心透過志工的關懷訪視，既「關懷」又同時「掌握」著長者的生活狀況。 二、長者實際感受之獲益：志工的訪視增進長者與外界的連結，並建立與志工的連帶；此外，長者與志工接觸的過程中，志工的探問、陪伴、關心等行為，以及聊天互動等都能帶給長者好心情，讓長者不會感到無聊、孤單，以及有被社會排除的負向感受。 三、長者與志工生命交會的故事：長者和志工的相識過程，除了官方安排外，也可能：(1)志工本來就是長者的鄰居；(2)熟人引介；及(3)事先在老人中心的活動場合認識。次之，交談是長者和志工的主要互動，他們的話題偏向大眾性話題，避免談及隱私性話題，這意謂著長者和志工之間大多是在「公我」領域的往來。隨著時間的推移，長者對志工感到更加熟悉、認識、親密、信任和自在，以及有義務產生。進一步將長者與志工之間的互動關係歸類出四種型態：(1)完全任務取向的互動；(2)涉及社交性的往來；(3)涉入情感與生活；(4)兼具鄰居關係。最後，長者和志工之間的互動關係的相關的因素為：(1)個人脈絡；(2)雙方契合度；(3)志工人際吸引特質；和(4)環境因素。 四、長者接受訪視服務經驗中的自我認同：首先，在善意的服務下長者進入了服務接受者的位置，這也決定了長者的應有行為；(1)感謝的必要性；(2)須回報的欠債感；(3)配合的態度，長者的主體被客體化為順從的受助者，但另一方面，長者企圖以其他方式來展現自己的主體：(1)正向詮釋志工的關懷，讓長者自我認定為被關心的朋友和尊敬的長輩；(2)打破互惠關係的不平衡，使得長者不再只是個被施捨的受助者。最後，從其中一位受訪者案例，看到獨老身分決定過程中的角力，兒女對於獨老身分的抗議，但老人中心才真正擁有獨老身分的決定權，在這情況下長者：(1)運用老人中心的正當理由，抵消兒女的反對聲浪，但(2)對於獨老身分仍存有一絲疑惑；因此(3)透過內心取消獨老身分，反抗這個身分的框架，更透過擔任志工以服務者的角色來展現他的主體性。 / Taiwan has launched The Formal Services for the Living Alone Elders since 1998. Among the services, friendly visiting is one of them, which improves social contacts of living-alone elders through in-home visits by volunteers. On account of studies in the past focused mostly on the perspective of services providers and ignored the elders’ viewpoints, this study is based on the elders’ point of view, aiming to build a detailed description of the experiences of living-alone elders receiving friendly visiting services. With the focus on the above point of views, the research questions that guided the inquiry into the experiences of the living-alone elders are as follows: (1) What are the detail services of friendly visiting programs that the elders actually received? (2) What benefits the elders think they have gained from friendly visiting? (3) What are the patterns of interaction between the elders and volunteers? (4) How would the patterns of interaction between the elders and volunteers vary by time? (5) What are the factors that affect relationship development between the elders and volunteers? and (6) How friendly visiting affects self-perception of the elders? This study adopts a qualitative design and interprets data collects through semi-structured interviews with samples of 9 study interviewees, 7 females and 2 males, draw from living-alone elders listed by a certain Seniors Service Center in Taipei City. These interviewees age from 70 to 80, two of which are living with relatives, and the others are living alone. Present significant results from the data are gathered as follows: A. The contents of services that the elders actually received: The elders gain emotional support from the process of chatting, visiting, accompanying, and caring provided by volunteers. In addition, informational support and instrumental support are also provided. The former includes (1) information about programs and activities, (2) news about social welfare, and (3)contact information from Seniors Service Centers; and the latter includes (1) provision of goods, (2) services of accompanying to the doctor, and (3) inpatient care. Furthermore, the time volunteers provide services also means the time they do the research and report back to the Seniors Service Center about the elders’ condition so that the lives of the elders can get tracked, which include (1) private information, (2) everyday life situation, and (3) emergency conditions. That is to say, the Seniors Service Center can “concern about” the elders and “handle” their conditions at the same time. B. Benefits the elderly think they have gained: The friendly visiting reinforces the links of the elders to the world as well as the ties between the elders and volunteers. Furthermore, in the process of the contact of the elders and volunteers, emotional effects are reflected positively on the elders due to chatting, visiting, accompanying, and caring provided by volunteers, which also prevent them from negative feelings, such as being lonely, getting bored, or feeling a sense of social exclusion. C. The stories between the elders and volunteers: Besides official arrangements, there may be other approaches for the elderly and volunteers to meet each other, including: (1) they are neighbors originally, (2) they were introduced to each other by an acquaintance, and (3) they knew each other before in programs provided by Seniors Service Center. Additionally, the elders and volunteers interact mainly through conversations, which are mostly related to public topics instead of private ones. This means, the interaction mostly remains in a public territory. However, as time goes by, the elderly grow more close and familiar to volunteers. Under this situation, interaction patterns between the elderly and volunteers can be inducted into four categories: (1) task-centered based interaction, (2) ordinary social interaction, (3) interaction involved in private daily lives, and (4) neighborhood interaction. Finally, related factors which affect the interaction relationship between the elderly and volunteers include (1) personal background, (2) compatibility of the elder and volunteers, (3) personal characteristics of volunteers, and (4) environmental factors. D. Self-identity of the elders through process of friendly visiting: On one hand, the elder’s reactions toward the visiting services are decided by services out of volunteers’ goodwill, which also puts the elders into a position of service receivers. These reactions include: (1) the necessity of appreciation, (2) a sense of indebtedness which is compensated by repaying, and (3) an attitude of obeying, which means the elders are shifted into a place of passive objects instead of subjects as a service receiver. On the other hand, the elders attempt to realize their position as a “subject,” that is, the leading role, mainly in two ways: (1) The elders interpret care from volunteers positively, trying to take themselves as friends of volunteers or respectful seniors instead of the needed ones. (2) The elders prevent themselves from being merely help takers by paying back or even becoming volunteers themselves, providing services for others actively. Finally, the study focuses on a special case, in which the identity of living-alone elder is in debate. Offspring of the elder, who think their father need not help, are arguing with the Center whether the elder can be identified as a living-alone elder or not; however, the power to make decision is in the hands of Seniors Service Center. Under this situation, the elder makes a series of responses:(1) At first, he appeases his children by restating justified and legitimate reasons from the Center. (2) But in fact, he still has doubts on his identity. (3)In the end, he seems to accept the truth on the surface but rejects it at heart, insisting to realize himself by being an active volunteer to provide services through programs of Seniors Service Center.

台灣已步入人口老化國家之行列，根據內政部最新的統計報告，我國截至2010年之統計六十五歲以上人口已占整體人口10.72%，人口老化背後的兩項主因素為出生率的急劇下降及國人平均餘命之延長，此兩項因素所帶給社會的衝擊，包含人力資源之改變及高齡化社會之調適；相當特別的是此問題在高齡者參與志願服務之議題形成聚焦，高齡者踴躍投入志願服務應可以補充部份人口老化後人力資源之缺口，更重要的是在高齡者參與過程中亦可活化各種社會互動網絡之形成；然現今在因應人口老化問題之討論非常蓬勃，但在高齡者參與志願服務之議題仍尚未多見，研究者基於上述因素以「高齡志工參與志願服務動機及管理機制之初探」，希能拋磚引玉使此議題能有更多專家、學者及實務先進共同探討與研究。 本研究屬探索性研究，由北部11所醫學中心隨機挑選五所醫學中心及加入研究者服務之醫學中心，共計六所醫學中心之志工管理者及高齡志工為研究對象，希望以大型醫學中心志願服務為基礎，由志工管理者及資深高齡志工實際參與之觀點，深入且完整地瞭解高齡志工參與志願服務之動機、目前服務問題與困境及現狀管理機制對高齡志工及志工管理者之影響。研究的目的為：1、瞭解高齡者參與志願服務之動機與需求，作為運用機構志願服務規劃之依據。2、發展適合高齡者參與志願服務之管理機制。3、使年長者能順利加入並持續參與志願服務行列。 根據訪談資料，研究發現高齡者參與醫療志願服務之動機涵蓋安全生理、歸屬、自尊及自我實現各面向需求，由此可見志願服務可提供高齡者不同程度之各需求面向之滿足之平台，並啟動了高齡者了持續積極參與社會之動力；但本研究也同時發現，雖然受訪者大都認為體能體力才是高齡志工參與服務之問題，惟對於高齡志工參與過程中逐漸之體能體力衰退之管理機制，則尚未臻完整與成熟；本研究初步結論認為，包含了高齡志工離隊、離隊前之志願服務協助過程及離隊後活動參與之「高齡志工退場管理機制」，應是高齡志工管理問題之重點，期待透過更多討論與研究，未來能適切而妥善地規劃好管理配套措施，使志願服務成為高齡者持續貢獻社會之助人平台，也是高齡者有尊嚴成功老化之最佳機制。 / Taiwan has become one of the countries with an ageing population. According to the last statistical report released by the R.O.C. Ministry of the Interior, the ageing population (above 65 years) had comprised 10.72 % of the total population by 2010. The primary reasons for the ageing population of Taiwan are rapid downturn of the birth rate and the extension of average life expectancy, which have brought huge impacts to the society; including changes in the manpower structure and adjustments for an ageing society. A rather unique facet to this is the issue of elderly participation in volunteering draws high attention from the public. Active elderly volunteers can potentially compensate for partial manpower insufficiency due to the population ageing. More importantly, elderly participants can activate social interaction networks. Although discussion on population ageing is flourishing, few of them focus on elderly volunteers. Accordingly, the author propose “A preliminary investigation on the motives and management mechanism of elderly volunteers,” expecting that this study can encourage further discussion and research by more experts, scholars, and researchers. This study belonging to the realm of exploratory research, randomly selects five medical centers from eleven medical centers in northern Taiwan, and incorporates the medical center the author services; volunteer managers and elderly volunteers who served in these six medical centers are our subjects. Based on volunteering in large medical centers, this paper investigates the motives and current problems and challenges of elderly volunteering from the perspectives of volunteer managers and senior elder volunteers, as well as the impacts of the current management mechanism on elderly volunteers and volunteer managers. The objectives of this study are expressed as follows: (1) to understand the motives and demands of elderly volunteers that can serve as a basis for organizations with volunteers to draft a voluntary service plan; (2) to develop suitable management mechanism for elderly volunteers; and (3) to enable the elderly to participate in voluntary services successfully and continuously. The interviews collected by this study found that the motives of elderly medical volunteers can be categorized into various dimensions, including physical safety, a sense of belonging, self-esteem, and self-fulfillment. Accordingly, volunteering can provide different levels of satisfaction for the elderly, encouraging them to continuously participate in society. This study also found that although the majority of subjects believed that physical strength is a challenge for the elderly in volunteering, a management mechanism for the physical strength decline of elderly volunteers during the participation process is not yet complete or mature. The preliminary conclusions of this study suggest that a withdrawing management mechanism for elderly volunteers - including the exiting of the elderly from voluntary service, the volunteering process before exiting voluntary service, and participation in activities after exiting voluntary service - should be the key to solving the elderly volunteer management challenges. The author expect that further discussion and research can contribute to a suitable and well-organized supplementary measure that enables volunteering to become a platform for the elderly, and is the optimal mechanism for the elderly to age with dignity.

本文旨在探討荒野保護協會的志工管理模式，透過文獻分析與深度訪談的方式，從志工招募、志工甄選與志工訓練的角度，去呈現荒野保護協會在實務運作上所反映的特色與問題；除此之外，本文亦運用社會資本的概念，嘗試由規範、網絡與信任這三個要素，來剖析志工管理與社會資本在整合上的可能性。由於本研究的定位在於「建構假設」，因此，未來尚須進行更深入的研究與探討，以強化本研究之論證校度。

本研究將主要在探討高齡者參與志願服務的充權經驗，本研究不是從運用高齡人力資源的角度出發，而是試圖尋找更多協助高齡者的途徑，所以把焦點放在志願服務對高齡者的影響，並深入探討高齡者在參與志願服務過程中的充權經驗，研究目的有下列幾點： 第一：瞭解高齡志工參與志願服務的動機。 第二：分析高齡志工參與志願服務後的影響及充權結果。 第三：探討高齡志工參與志願服務的過程中，有哪些促成因素促成充權的出現。 本研究採質化研究進行，以深度訪談法來收集資料，主要以台北市三間老人福利服務機構中的高齡志工和志工督導為研究對象，一共訪問了十三位高齡志工和五位主責志工業務的督導，研究發現如下： 一、在充權表徵方面，分為個人、人際和環境層面。個人層面上包含：跳脫「老而無用」負面標籤的形象、自我效能感的提升、不再恐懼老年生活、對生活的掌控感、多元批判性思考的出現，及女性自我意識的發展。在人際層面上包含：積極而正向的家庭互動、試圖開展人際網絡、獲得社會支持，及改善人際溝通的技巧。而環境層面上包含有：開始關心所處環境的議題、能對環境採取控制或行動，以及積極參與政治活動。 二、充權的促成因促方面，分別有人際「互動」中產生的因素。由人際互動中產生的因素包含有：與志工夥伴的互動、與督導或其他工作人員的互動、和服務對象互動的經驗，以及家人、鄰居朋友對志工活動的鼓勵和肯定。由服務過程中產生的因素包含有：「參與」處理問題的過程，及獲得重新省思問題的機會。接觸機構相關資源的因素包含有：參與志工培訓課程，以及得知機構內或外的其他資源。 在研究建議方面，認為高齡志工要能適時轉換對自我的期待，並以自身充權之經驗鼓勵其他高齡朋友參與志願服務；而社會工作者應要多提供高齡志工正向接納老化的相關訊息、重視高齡志工的個別性差異、促進高齡志工批判性思考、瞭解「團體」對高齡志工的充權有關鍵性影響，最後還要常帶動高齡志工關心環境層面的相關議題，並改變社會工作者對自我的定位；而機構要重視運用高齡志工的重要性，並重新瞭解運用志工的益處。