居家照顧服務督導工作充權導向內涵與歷程之探討

The Study of the Contents and Processes about Empowerment on Home Care Services Supervision

有效督導不是一昧要求工作人員的配合，如何促使督導功能發揮，有效提升服務品質才是關鍵。本研究目的在探討居家服務督導員與居家照顧服務員兩者之間的關係，運用充權導向督導的工作樣貌，充權督導帶來何種影響？增進哪些工作效能？研究採用質性研究，以半結構深度訪談法，蒐集七位社會工作專業背景，且服務達二年以上之居家照顧服務督導員的意見。研究發現有三，首先充權模式督導工作特色是重視參與過程以及接納獨特性，且需長期的建構，因此溝通和關係的建立是重要的關鍵；第二，照顧服務員自我提升的意願和主動積極的態度會影響工作品質；第三，充權後提升工作效能、增進督導員和照服員間互動關係、增強照顧服務品質、提升優質人力及促使組織正向發展。因此提出本研究建議如下：提升居家照顧服務員自我效能、強化居服督導員充權督導工作、有效管理組織人力資源、修正相關政策等，並與居服員建立有效溝通管道與信任關係、運用各項技巧增強凝聚力與支持系統等，提升工作效能、增進服務品質。

Efficient supervise doesn't mean to satisfy people's demand. Instead, how to enhance supervisory function and service quality is the key. This study is to investigate the interactive process between home care supervisors and homecare assistants with working empowerment. This study using depth interview to gather 7 supervisor, through interviewees' narration, dialogues, and meaning construction, we studied the empowerment-oriented working model in reality and then analyzed the results and influence. The actual work situation of supervisory function are as the following: 1. Administrative function: problems such as written errors in forms, neglecting assess, violating regulations of service work, etc. 2. Educational function: problems such as mix-quality of servers, inexperienced servers, communication problems, etc. 3. Supportive function: disrespect of the person involve or their family, unable to cover all the home care items alone, etc 4. Intermediating function: Lousy attitude or irrational requests of the person involved or their family, bad at communication, disputes among servers for schedules, etc. The influence and results: Improved working efficiency, better interaction between supervisors and home care assistants, enhanced service quality, positive development of human power and organization. Based on the research results, researcher provide some suggestion: 1. Enhance home care assistants' ideas of uplifting self-effectivity. 2. Expand home care supervisors tolerance for better communication and reliable relationship and skills for proper self-empowerment. 3. Hold regular working meetings, individual and group supervisory meeting, interior activities, workshops, enhance supporting systems to promote mutual relationship and trust. 4. Raise the requirement of care assistants' education, and include service hours, frequency, number of the people they serve of home care into the assessment.