居家服務工作的任務、留任與離職因素

Factors Affecting Work Assignment, Retention and Turnover in Home-Help

失能人口持續增加，對於長期照顧需求也隨之成長，缺乏照顧人力，其中以居家服務缺工最為嚴重，反觀國內失業率居高不下的狀況，如何讓勞動力進入照顧服務領域與增加居家服務照顧人力即成為重要的議題。本研究之目的為探討照顧服務工作特性，並了解影響照顧服務工作留任與流動的因素，研究對象包含從事各照顧服務模式之服務員，其曾經或目前從事的服務領域都將影響其工作選擇，個別受訪者的想法為研究之內容，故採取質性研究中的「深入訪談法」。研究結果發現各照顧服務模式具有不同特性，在居家服務中流動者轉換工作職場的原因包含缺乏良好應變能力、無薪的在職訓練。而工作彈性、工作成就感與居家服務督導角色則成為其留任考量。政府為提升照顧服務人力所施行策略中，有正向效益者僅為將時薪全面提高至150元，產生負面效益者則是取消國小學歷限制，與全面將居家服務納入勞基法適用對象，其他相關策略則未對提升人力產生有效影響。歸納研究之結果，本研究建議檢討照顧服務員職前訓練課程內容、增強居家服務留任動機、檢視各服務模式在職訓練要求與重新檢討提升人力策略之成效。

The disabled population is continually increasing, along with the demands of long-term care. However, the lack of an adequate workforce in long-term care is gaining increasing attention, especially in home-help. Considering the high rate of unemployment, it is critically important to increase the workforce in long-term care and home-help. The research described in this paper not only identified the characteristics of long-term care but also investigated retention and turnover issues. The subjects in the study were care workers representing each type of care service. Because the subjects' previous or current working experiences could have influenced their work choices, a qualitative “in-depth interview＂ method was adopted through which subjects' opinions about what were solicited. Results showed that the characteristics of each care service type as practiced by the care workers were different. With home-help, the reasons for turnover included lack of flexibility and no pay for training. The factors affecting retention included work flexibility, work achievement and the performance of the home-help supervisor. Care worker promotion was positively affected by increasing the hourly wage to $150. It was negatively affected by removing the care service restriction on elementary education and requiring that workers conform to the Labor Standard Law. The other strategies did not impact the workforce. The findings suggest that it is necessary to take into consideration whether there a pre-service training class, to increase retention in home-help, to investigate the requirements for job training for each service type and to review the government's procedures for care worker promotion.