社區工作人員的實務性角色與技術：以莫拉克風災之社區培力人員為例

The Practical Roles and Skills of Community Workers: The Case of the Typhoon Morakot Community Empowerment Program

社區工作是社會工作三大方法之一，由專業者進入社區協助社區居民與社區組織進行改變與提昇能力是社區工作的核心作法。特別是2000年以後的後福利國家時期，各國政府再度重視社區工作，期待社區組織可以投入公共事務作為對抗全球化的社會排除及邊緣化惡果，但卻發現1970年代以來，因各國政府福利經費縮減，少有聘用專業者協助社區發展或改變，而有社區工作落後情況，進而重新重視社區工作實務技術。在促進社區組織能力提升的努力中，專業者的工作技術發展、累積與傳播，成為新的學術發展。

在台灣，無論是社區發展或社區營造政策，均少有聘用專業者投入社區能力提升的情況，更遑論有基於實際工作經驗的實務論文。但是，政府為促進莫拉克風災災區的社區自立自治，乃透過培力計畫委託專業團體聘任社工（及社造）人員，成立26個培力據點，派遣專業人員對受災社區進行專業的社區工作，以促進受災社區的能力提升。本文作者掌握此不常見的專業服務方案，對26個培力點之社工督導（社工員）進行深度訪談。探討社工員們在實際提供服務中所運用的工作技術，及所扮演的實務角色。研究發現：社區工作者的專業角色包括有分析評估者、方案規劃者及執行者、連結者、教育者及指導者、陪伴者、以及工作團隊帶領者；而所運用的實務技術，包括：建立關係及認識社區的技術、激發居民意願的方法與技術、進行起步工作的方法、組織及經營工作團隊、發展及執行工作方案、陪伴與鼓勵等情緒處理技術等六部分。社區工作者的這些角色與技術一部分與個案工作者、團體工作者的角色相通。但仍有「聊天型態之會談」、「擾動」乃為社區工作中所獨有的技術，並有部分乃係結合志工帶領及方案執行的技術，鼓勵居民對所感到興趣的事務採取行動、從活動中找尋熱心者、從小型活動開始、進行「做中學」的操練、在居民有行動意願後提供協助、藉由攪動及醞釀激發居民自主意願、透過陪伴凝聚核心幹部團隊、藉由活動凝聚居民、創造舞台表揚志工、建立工作及溝通平台技術，最後，作者對歸納的社區工作者角色及實務技術提出進一步的討論。

 

Community work is one of the three major methods of social work. To send professional community workers into communities to help community capacity enhancing and community changing are core practical task for community work. In the era of post-welfare countries after 2000, governments have paid more attention to community work for expecting community organizations to invest in public affairs for against globalization, social exclusion, and marginalization. But there are few professionals who hired to help the community for development or change in the 1970s. The community work practice techniques are re-emphasized and become a new academic topic in these two decades, though they are backward in the 1970s.

In Taiwan, no matter whether it is community development or community building policy, there are few cases in which professional workers hired to provide community capacity, let alone experienced professional workers practice in the community. The 26 professional community workers were employed at the typhoon Morakot affected area for promoting community reconstruction by setting community-empowerment centers in Taiwan 2012-2013. We hold this unconventional program of professional services and had interviewed the social workers and their supervisors to generalize the professional role of community workers, practical skills and practical working models.

This research induced the professional roles of community workers as analyzers, evaluators, program planner and executor, connector, educators and mentors, partner, and team leader. The six sets practical skills are drawn as building relationships and understanding community, stimulating community sense, initial working, organization, and management community team, program developing and implementation, accompany and encouraging. Part of the roles and skills of community work is the same with casework, group work, a part is unique, and part is consistent with program implementation volunteer management. Finally, further discussion about practical community models and the skills and roles of community workers were done.