本研究透過研究者從實務工作角度，整理自身和相關領域社工員於公部門從事社會工作之服務過程與經驗，以深度訪談的方式探究公部門社工員所擁有的專業自主發揮空間，以及提供專業服務過程常需考量及面對之問題，並歸納其存在之歸因與因應方式，從中思考社工專業制度是否有助於公部門社工專業自主性之發揮，並重新檢視社會工作專業存在於公部門扮演之角色及定位，找出可能的修正方向，期讓公部門的社會工作服務能與專業助人機制進行結合，讓社工專業能更貼近服務個案思考及服務。 　　本研究結果發現：（1）公部門社工專業角色定位不明，影響專業認同度；（2）政府的科層體制限制了公部門社工專業自主發展；（3）學校專業教育訓練是社工專業自主的基礎；（4）現行社工證照制度對於提升公部門社工專業自主性影響有限；（5）公部門督導功能受限於科層體制，影響公部門社工專業自主性的發揮。 根據研究結果，針對行政機關提出四點建議，包含：（1）建立公部門社工專業定位，釐清社工角色及職責；（2）各項福利申請或安置處遇的行政程序應盡量最簡化，減少繁瑣的行政作業，提升社工專業效能；（3）攸關弱勢權益的法規限制放寬其彈性，賦予社工員更多自主裁量空間，以彌補福利法規之不足及限制；（4）建構完善職前訓練制度。此外，針對目前社工專業制度提出三項建議，包含：（1）學校教育應重視培養社工獨立思考及專業自主能力；（2）重新檢視現行社工師證照資格認定方式，落實社工專業服務；（3）強化公部門督導專業角色，建立信任督導關係。最後，針對社會工作者自身則提出三項建議，包含：（1）堅定自我專業信念，建立專業自信及專業認同；（2）善用同儕支持與經驗分享，強化專業信念及專業知能，建構維持公部門社工專業自主的工作模式；（3）強化自我專業知能，累積實務工作技巧及能力，以實踐專業自主。 / The study by researchers from the substantive point of view, organizes their and public sector social workers’ service process and experience of social work and related areas. With in-depth interviews, the study explores that social workers of public sector have independence to develop their profession, finds the problems that often need to consider and face when providing professional services, and concludes with the cause and solution. Thus, it can further think if social worker’s profession system helps the public sector’s social workers have independence to develop their profession and re-examine the role and position that the social workers perform in public sector to find the way o amendments. Therefore, the public sector can be combined with a professional helping mechanism which allows the service to be closer to the social work profession case thinking and service. 　　The results of the study found that: (1) the role of public sector social worker is unknown that affects the degree of professional identity; (2) Government bureaucracy system limits the development of profession; (3) Professional schools of social work education and training is the foundation of professional autonomy (4) The current licensing system for enhancing the social public sector limited the autonomy of the social work profession influence;(5) Supervisory function is limited to the public sector bureaucratic system which affects public sector workers to develop professional autonomy. According to the research results, there are four-point proposal for the executive authorities, including: (1) Establish public-sector social work professional position and clarify the roles and responsibilities of social workers. (2)The placements of the case of an application for benefits or administrative procedures should be simplified as much as possible and be reduced cumbersome administrative operations in order to enhance the effectiveness of the social work profession. (3) The regulation of minority’s benefits should be more flexible so that it gives social workers more autonomy discretionary space to compensate for the lack of regulations and restrictions on welfare; (4) Establish a concrete pre-employment training system. In addition, there are three suggestions for the current system of social work profession made, including: (1) School education should focus on cultivating independent thinking and professional autonomy for social workers (2) Re-examine the existing qualification of social worker’s certificates to implement social work professional services; (3) strengthen the role of the public sector professional supervision and build a trust relationship of supervision. Finally, social workers themselves have proposed three suggestions, including: (1) firming self-professional belief and establishing professional confidence and professional identity; (2) use peer support and experience sharing, strengthen professional beliefs and professional knowledge and construct maintain professional autonomy of public sector workers working mode; (3) strengthen the self-professional knowledge, skills and ability to accumulate practical work to practice professional autonomy.

本研究之目的在探討國民小學人事人員所遭遇之角色衝突類型、來源與原因，進而提出解決之道。研究之進行，首先針對角色衝突理論進行相關的探討，以建立基本的認識；其次針對影響學校人事人員角色衝突之兩大因素：組織因素與人事制度之設計進行更深入的討論與分析，並提出解決的建議。 另外，本研究經由立意取樣，針對十二位台北市公立國民小學的校長、行政人員、老師以及人事人員進行預擬題綱之深度訪談，分別針對：1．造成學校人事人員角色衝突的組織因素；2．造成學校人事人員角色衝突的人事制度因素；3．學校人事人員角色衝突的類型、來源與原因；4．角色衝突對個人的影響及因應方法，進行深度訪談，並整理、分析訪談結果。 最後，針對上述文獻探討與訪談結果之分析與討論，提出本研究之具體結論及建議，以作為學校人事人員面對角色衝突，及學校、主管機關從事制度改革時之參考。