隨著高齡社會的來臨、85歲以上之「老老人」人數增長，具有長期照護需求者亦隨之增加；在眾多長期照顧資源中，目前以小型養護機構的所提供的服務量最為多，可見此種機構類型在長期照顧領域中的重要性。由於長期照顧機構間競爭激烈及評鑑期待等因素，使得服務品質成為目前小型養護機構發展的目標；社工員專業功能的發揮對於機構服務品質提升多有助益，但社工員的任用或許因為法源不足、成本考量、機構人員認識不足等因素沒有受到同等的重視，亦形成社工員高流動率與聘僱不易等問題。目前對於此研究對象的相關研究甚少，無法對於此種現象進行瞭解，且不能解答筆者過去一年多兼職工作經驗中所產生的疑慮，因而本研究以小型養護機構社工員為研究對象，探討其專業角色的發展歷程。本研究之目的如下：（1）試圖了解小型養護機構社工員在機構內的工作職責；（2）這些角色如何學習、建構與發展之歷程；（3）社工員的角色認知與其它工作人員角色期待磨合的過程；（4）此段過程中的各式影響因素；（5）期待本研究能使政策制定者、社工教育的學者及實務工作者關注社工員在小型養護機構內奮鬥的辛酸，並提出改善社工員所處情境之建議。 本研究因為過去相關研究甚少、據探索性研究特質、以生命經驗作為探索焦點及重視研究參與者觀點等因素採用質性研究典範，使用深度訪談方式蒐集資料，並以樣版式方法進行分析，在研究過程中亦有處裡研究倫理及信、效度等議題。本研究之研究結果為：（1）社工員於小型養護機構內的工作職責為「與個案一起工作」、「與家屬一起工作」及「與機構一起工作」；（2）專業角色發展歷程大致可歸納為兩主軸，其一為「角色不明確->學習」，初入機構時，多數社工員會感到角色不明確，而出現不知所措、挫折感、壓力、沒有成就感與緊張害怕等情緒，其運用正式教育訓練與非正式觀察模範、蒐集資訊、反思學習等方式進行社工員角色扮演、認識角色組成員、病理知識、組織運作資訊等相關學習，但由於機構內正式訓練不足、非正式學習並無相同專業之指導者，所以社工員紛紛表達需求督導支持；（3）專業角色發展歷程的第二主軸為「角色衝突->因應」，社工員對自己專業角色有所認知，進入機構後，部份機構主管因為對社工員專業角色認識不清、人力聘用不足、較不熟悉電腦操作等因素，對社工員有較高的行政角色期待，而引發角色衝突困境，令社工員感到抗拒、排斥、不滿、專業角色不被重視、想要離職、掙扎或對主管的角色期待產生疑惑等負面情緒，若干社工員以工時不足為由與機構主管溝通協調捍衛自己對於專業角色的認知，但多數仍不敵機構主管的期待而妥協接受機構主管角色期待，成為機構內的行政人員或社工兼任行政人員，在同時扮演兩種角色或捨棄原有專業角色轉而扮演自己不熟悉的角色之情況下，社工員會出現角色負荷過度的問題，並對自己專業成長沒有信心、付出收益不等值及引發自責等負面情緒。但仍有些社工員能運用說服的技巧、堅定拒絕的態度、事先避免等策略來堅持自己所認知的專業角色；（4）在上述的兩個主軸的影響因素中，社工員個人的人力資本、社會支持與自我認同會使得社工員較能堅持專業角色，同樣地組織內機構主管的學習經驗、接觸社工員的經驗也會讓機構主管較為清楚了解社工員的工作角色；但社工員重視人際合諧、畏懼權威等個人特質，會讓社工員妥協接受機構主管的角色期待，而機構內學習資源不足、社工員兼職工作身分等因素會阻礙社工員資訊之取得，機構內無行政專責人員、機構專業分工不清之文化，則會令機構主管對於社工員產生角色期待；除了個人與組織層次之助、阻力之外，社會環境層次中，規範小型養護機構的法規及評鑑項目等亦對於社工員專業角色發展有所影響；（5）學習是小型養護機構社工員專業角色發展歷程之核心機制，貫穿了「角色不明確->學習」主軸，也與角色衝突、因應策略息息相關，更是左右此歷程發展之重要因素。最後，研究者亦有針對上述研究結果之相關議題進行深入討論，並提出數點建議期待研究成果有較為實質的貢獻。 / With the approach of aged society and the growing number of senior citizens over 85, people with the needs of long-term care is also on the increase. Currently, among all the long-term care resources, the amount of service provided by small-scale nursing home is the largest. Therefore, we can realize the significance of such type of facilities in the field of long-term care. However, due to factors like the keen competition and the expectations of evaluation among long-term care facilities, the quality of service has become the goal of small-scale nursing home. The realization of social workers’ professional roles is beneficial to the enhancement of the service quality of facilities. Nevertheless, probably because of reasons such as the insufficient laws, the consideration of cost, and the insufficient knowledge of staff, the employment of social workers is not equally emphasized, and thus causes problems like the high mobility of social workers and the difficulty in hiring social workers. Since there are few related studies on social workers, I could not understand such phenomena and there is no answer to the problems raised from my part-time experience. Hence, studying social workers, this study aims to explore the developing process of the roles. The purposes of this study are as follows: first, understanding the duties of social workers in small-scale nursing home; second, the way social workers learn and construct roles as well as their developmental process; third, the role identification of social workers and the process they conciliate with the role expectations from other staff; fourth, the various influencing variables during the process; fifth, the hope that this study could make policy-makers, scholars in social worker education field and practician concern the hardship and struggle that social workers encounter in small-scale nursing home, and provide suggestions for improving the conditions of social workers in these workplaces. As a result of elements like few related studies, studies with exploratory features focusing on life experience and on the viewpoints of participants, this study adopts the qualitative paradigm, collects data with in-depth interviewing, and explains with the template analysis style. The study also deals with certain issues like ethics, reliability, and validity during the process. There are 5 findings in this study. First, the duties of social workers in small-scale nursing home include “working with the client,” “working with the family,” and “working with the facility.” Second, the developmental process of professional roles can generally be divided into 2 categorizes. One is “from uncertain role to learning.” At the beginning, most social workers feel uncertainty about the role and emotions like loss, frustration pressure, lack of achievement, nervousness and fear occur. With formal educational training, informal observing model, collecting data, and reflective learning, they learn through the role play of the social workers, knowing group members, pathological knowledge, and information about the running of organizations. Nevertheless, owing to insufficient formal training in the facility and no advisor with the same expertise for informal learning, social workers turn to supervisors for help one after another. Third, the other category is “from role conflicts to solutions.” After social workers realize their professional roles and work in facilities, due to facts like insufficient understanding of the professional roles of social workers, insufficient staff, and unfamiliarity of using computers, part of managers in facilities hold higher expectations of administrative roles on social workers, and thus causes social workers the dilemma of role conflicts and negative emotions like resistance, refusal, disaffection, despise of professional roles, resignation, struggle, or doubts about the role expectations from managers. Several social workers negotiate with the managers for the reason of insufficient working time to defend their recognition on professional roles. However, most of them still compromise and accept such role expectations. They become the administrative staff or social worker and part-time administrative staff. Under the circumstances of playing 2 roles at the same time or giving up the previous professional roles and turning into a less familiar role, social workers suffer from overload, become not confident in their professional development, feel inequality between devotion and reward, and have negative emotions like reproving themselves. Yet, some workers employ strategies like techniques in persuasion, firm refusing attitude, and prevention in advance to insist on the professional role in their mind. Fourth, among the variables in the 2 categories, the personal human capital of social workers, social support, and self-identification enable social workers to persist in their professional roles. By the same token, the learning experience of institute managers and their experience of contacting social workers also make managers understand the role of social workers better. Nonetheless, characteristics like emphasis on interpersonal harmony and fear of authority lead social workers to compromise and accept the role expectations of facility managers, while factors like lack of learning resources in the facility and the part-time role of social workers prevent social workers from access to information. The lack of full-time administrative staff and the culture of vague division of work in the facility cause facility managers to hold role expectations on social workers. In addition to the encouragement and obstruction from the personal and organizational level, in terms of social environmental level, the laws and evaluation items that regulate small-scale nursing home also affect the social workers professional role development. Fifth, learning is the core mechanism of the process of social workers’ professional role development in small-scale nursing home. It not only penetrates the category of “from uncertain role to learning,” but also is closely related to role conflicts and responding strategies. Moreover, it is the important element that affects the development of this process. At last, the researcher also has a deep discussion in terms of related issues about the results and proposes several suggestions in the hope that the results could have practical contributions.

小型養護機構是長期照護的提供者之一，近年來因評鑑制度與市場競爭，機構為提升服務品質，紛紛聘用社工員，社工服務漸受重視。由於小型養護機構社工員的任用誠屬新興的社會福利議題，因此，本研究欲以小型養護機構社工員的觀點，瞭解其工作價值與工作滿足為何。據此，本論文研究之目的為：一、瞭解小型養護機構社工員所抱持的工作價值觀為何。二、探究小型養護機構社工員如何實踐其工作價值，又社工員工作價值的實踐與機構服務品質關係為何。三、探討什麼因素影響社工員工作價值的實踐。四、探究小型養護機構社工員如何描述其工作滿足。五、依據本研究結果，作為服務單位改進措施及政策規劃之參考。 本研究使用質性取向的研究方法，由台北市與新北市地區篩選適合本研究之研究對象，採用半結構式的深度訪談法進行資料蒐集，共計訪談八位社工員。主要研究結果如下： 一、小型養護機構社工員普遍均能正向地看待老人與失能老人；認為家庭、政府及機構均應負起照顧失能老人的社會責任；社工員對於社會工作工具價值重視：服務、社會正義、維護個人的尊嚴與價值、保密及案主最佳利益考量。而社工員所重視的工作價值則是利他考量以及個人的自我提升。 二、社工員透過工作內容的執行、扮演適當的工作角色以及發揮角色功能以實踐自己的工作價值；而當社工員工作價值得以實踐，有助機構照顧服務品質的提升；又機構聘任社工員確能為住民提供心理與社會上的照顧，有助機構服務品質的提升；兼職社工因工作時間因素，對機構提供之服務不若專職社工員。 三、影響小型養護機構社工員工作價值實踐的因素包括人格特質因素以及環境因素。社工員若具備主動積極、樂觀活潑、有耐心、努力且堅持等特質，其工作價值較易實踐；在環境因素中，當社工員接受民主式領導，其工作自主性高，較有可能實踐自己的工作價值；其餘如組織價值信念、組織規範制度以及同儕關係均影響社工員在小型養護機構中工作價值的實踐；而社工員因應環境因素的方式則包括掌握老闆個性、機構不做，我來做、詢問督導或資深社工員、翻閱資料或詢問他人以及考慮離職。 四、小型養護機構社工員透過工作獲得工作滿足。社工員因工作產生：對工作意義的體認、對工作責任的體認以及對工作結果的瞭解等三種內在心理層次之體認，進而獲取對工作之滿足感；而社工員對工作滿足的描述則有：工作滿足來自成就感、來自心靈上的滿足以及自我價值的實踐。

本研究藉由探討工作保障機制的內涵，包括：「1.社會福利民營化之相關政策與法令的規範；2.社福機構之勞動條件的制定；3.社工員之社會工作專業的形成；4.社福機構的經營管理」等四項機制；以身心障礙公設民營福利機構為研究範圍。經由文獻整理法、訪談法、參與觀察法、個案研究等方法，來達成本研究之研究目的：1.探究社會工作員工作保障機制之內涵。2.檢視社會工作員工作保障機制之實績。本研究訪談社工專家、社政單位相關人員、社福機構之主管及社工員，並且選擇北市五個社福機構，作為個案研究對象。 在「社會福利民營化之相關政策與法令」方面：公設民營機構在契約時間內，由於政府補助，使機構得以穩定發展並擴大其經營規模，如此有助於社工員之工作安定性，並可能提昇其勞動條件。其次，社會福利相關法及契約內容規定機構須運用社工員來從事福利服務，將可能有助於提昇機構任用社工員的意願。另外，社會福利民營化政策是否繼續推展，將視政府福利政策走向及其財源多寡，因此政策走向將影響契約的存廢，及契約具有期限的限制，續約與否將影響服務對象之權益及機構員工之工作穩定性。 在「社福機構之勞動條件的制定」方面：由於社福機構具有非營利之特質，財務較穩定者，以大型機構居多，其將提供較佳之勞動條件；此外，某些機構的主事者認為在機構工作應持服務、奉獻之心態，不能要求機構應給付較好之勞動條件；所以機構給付較好之勞動條件，須視機構的能力及意願。 在「社工員之社會工作專業的形成」方面：社工師法賦於社工師的合法性以及透過社會福利相關法令強制規定任用社工員，可確保社工員之專業性及增加社工員之就業機會，但實際上社福機構尚未完全認同社工員之專業性，因此機構雖任用社工員，但社工員還可能需要兼任行政人員，若行政業務過多將影響專業服務。 在「社福機構的經營管理」方面：社福機構之人力運用，以專業人員來服務案主，並以志工來補充人力之不足。適用勞基法時將造成勞動成本增加，機構可能減少僱用專職員工。然而，機構藉公設民營取得政府補助，來改善機構之勞動條件及增加專業人員之聘用，以健全機構之經營管理並提昇機構之專業性，並有助於保障員工之工作權益。 本研究以工作權之意義來形成工作保障之意涵；透過四項工作保障機制之運作來看台灣社福機構社工員之工作保障實績，在此四項機制中，社福相關政策與法令以及勞基法，的確有可能提升社工員之勞動條件和福利；但社工專業之形成尚未成熟及機構管理之中介變數複雜，尚有待未來之觀察，才有定論。所以，社工員確實能獲得較佳之勞動條件和福利制度以及增加就業機會等工作保障；但工作穩定性則受政策走向與契約延續之影響。 本研究提出幾點建議，包括：社工員之專業性方面、社福機構方面、政府方面以及對未來研究的建議等。

本研究採用質性研究方法，運用深入訪談方法來訪談14位處理兒童及少年校園性侵害案件具有實務工作經驗超過5年的警察人員、教職人員、社工員，從中探討社工員在介入校園性侵害案件服務工作的角色扮演及其與警政、學校一同處理案件的衝突，並從中探究社工員本身的工作困境與因應之道，期能作為社工員介入校園性侵害案件服務工作經驗整理的開始，進而可做為社工員在性侵害防治工作領域專業角色扮演，及與他專業合作分工的參考。本研究發現如下: 一、社工員主觀認知的角色功能，與法定職責相似，且社工 員角色在處理性侵害案件與一般兒少保護案件是有所差異的。另警政與教育人員對性侵害業務社工員角色扮演的看法，彷彿停留在社工員可以協助其業務面向或是被害人面對司法問題上。總之，似乎校園性侵害案件真要進入司法程序，社工員的角色功能才得以有所發揮。 二、警察人員最期待社工員能夠先了解案情，且請社工員不要在當事人面前「指揮」警察該如何偵辦案件。又教職人員最期待社工員能夠提供訪談資訊，以協助性平會調查。 三、社工員服務困境主要來自社政體制本身，與對個案及其家屬服務過程的衝突。前者如依法規定24小時訪案沒有彈性、新案影響提供舊案的服務、夜間陪同偵訊問題、與應對司法制度產生之角色衝突困境。後者如被害人拒絕配合調查程序、與家長對案情認定不一致，以及面臨處理兩情相悅案件的複雜性。 四、而專業間對彼此的抱怨，呈現了警察人員最在意社工員過度干涉筆錄製作事項，社工員反覺得警察人員不清楚兒童及少年被害人的情緒反應狀態與行為模式，卻未積極偵辦之情。另一方面，學校教職人員覺得社工員透漏學校通報之情，而破壞學校師生的信任關係，甚至覺得社工員可以不要再重複訪談被害學生了。相對的，社工員對於學校教職人員忽略被害人感受 與對被害人標籤、未能滿足家長期待、不清楚處理流程等等事項有所抱怨。 五、為因應上述之困境，且促進專業間的合作關係，也為個案提供專業服務，社工員對學校性平調查持一定配合程度。另為避免破壞與警政的合作關係，社工員全力協助被害人配合製作筆錄事宜。且為維護被害人的法定權益，社工員應接納被害人的個別差異性，並協調各專業之差異認定與判斷。更重要的是社工員需進行自我心態調整，清楚社工員職責角色的界線，同時接納與了解不同專業的工作內容。 六、綜合受訪者想法、意見，在目前實務工作場域中的情境，發現專業間可以分別辦理共同訓練、整合調查工作、建立跨單位組織、修訂法規等不同方式來建立以被害人為中心的團隊工作模式。 依上述研究發現，從處理兒少校園性侵害案件的制度面與從社工員實務工作面提出建議。首先在制度面上，中央機關可從法令規章的修訂與建立中央跨部會機關間的協調機制來著手，而縣市政府教育局處可成立跨校專責小組以專責處理性平案件調查業務，並結合警政、社政之性侵害業務專責小組成跨專業團隊來專責處理校園性侵害事件。在實務面上，建議社政主管機關要落實性侵害防治業務社工員之在職教育、建立緊急保護社工員的服務體制與倡導社工員的職責角色，且社工員要了解與運用性侵害防治業務相關法律規定，並開放自我與其他專業對話。 / This paper adopts the qualitative research method to have in-depth interviews with fourteen police officers, school faculties and social workers who have the experience of dealing with campus sexual assault cases of children and youth for more than five years. With the conducted interviews, this paper will discuss the role social workers play when involving in the cases of sexual assault on campus and the conflicts aroused among social workers, the police and school faculty. This paper aims to investigate the dilemma that social workers face in their job and the possible solutions to these problems. In hope that these data can serve as an initial record for social workers who work in this disciplinary; a reference for the role social workers play in sexual assault prevention; and a guide for the collaboration with other professions. This paper has thus reached the following findings: I. The subjective perception of social workers’ function is similar to their statutory duty and that their role in dealing with sexual assault cases differs from that handling general child protection cases. Nevertheless, the police and school faculty still have the impression that social workers who handle sexual assault cases can assist them with their respective duties or provide help for the victim’s confrontation with the judicial problems. Ultimately, it seems like it is only when the campus sexual assault case reaches its judicial stage, then social workers can play their part. II. The police expect social workers to understand the case and meanwhile, they do not want social workers to interfere with their investigation, especially in front of the victim or victimizer. On the other hand, the school faculty expects social workers to provide them with the interview information, so as to assist the investigation of the Gender Equality Committee. III. The problems that social workers face are mainly from the rigidity of the social affair system and the conflicts aroused when communicating with the victim, the victimizer, and their relatives. The former problems are such as the inflexibility of the regulation of the law to attend the case in 24 hours; the past cases are affected by the current cases; the problems of accompanied night interrogation; and the conflicts aroused in confrontation with the judicial system. The latter problems are such as the victimizer’s refusal to cooperate in the investigation, the disagreement on the case with the parents, and the complexity to handle the case involving sexual gratification in mutuality. IV. There are complaints between different professions. For instance, the police concern the most about social workers’ excessive intervention when they are making a report of the case. However, social workers feel that the police are insensitive to the child or youth victim’s emotions and behaviors, and therefore they did not carry out the investigation actively. Moreover, the school faculty feels that social workers’ disclosure of the case would damage the trust between students and teachers. Also, they feel that social workers should not interview the victimized student repeatedly. On the other hand, social workers have complaints about the school faculty. For example, their negligence of the victim’s feelings; their tendency to label the victim; their inability to fulfill the expectations of the parents and their ignorance of the procedure of the case. V. To solve the above problems; to initiate the cooperative relations among different professions; and to provide the case with professional service, social workers will definitely coordinate with the school’s investigation on the gender equality cases. Also, in order not to damage the cooperative relation with the police, social workers will provide full assistance while the police are making a report of the case with the victim. Moreover, social workers should safeguard the legal rights of the victim by accepting the victim’s individual difference and coordinating the difference in judgments between various professions. Most importantly, social workers should undergo an adjustment in mentality to understand their role and the borderline of their duty by accepting and understanding the tasks of various professions. VI. By summing up the interviewees’ ideas and opinions, there comes to a discovery that in the practical practices, it is possible for different professions to conduct trainings together, to synthesize the investigation, to establish a cross-unit organization, to revise regulations and many other ways in order to create a victim-centered working team mode. From the above studies, suggestions can be made on two aspects, the system itself and the practical practices of social workers, while dealing with sexual assault cases on campus. First on the system, the central authority can start with the revision of the laws and regulations and the establishment of the coordination from the central to the other departments. For instance, the County Municipal Bureau of Education Department can set up a cross-school team that deals mainly with gender equality cases, and which is able to synthesize the sexual assault investigative teams from the police and social workers. Next, on the practical practices of social workers, it is suggested that the social affairs authority should implement the in-service education of social workers involving in sexual assault preventive project. Also, it is necessary for the establishment of a service system that protects social workers’ safety in case of emergency and the need to advocate the responsibility of their role. Furthermore, social workers are required to understand and exercise the laws and regulations related to sexual assault preventive cases, and to have an open-mind so that the dialogues with other professions can be made possible.