社區照顧關懷據點輔導經驗之困境與需求－初探研究

Dilemmas and Demands of Counselling Sessions at Community Care Centres: A preliminary research

林家惠(Chia-Hui Lin)

社區照顧關懷據點 ； 輔導經驗 ； community care centre ； social worker

台灣高齡服務管理學刊

5卷1期（2024 / 09 / 01）

1 - 22

繁體中文;英文

本研究旨在探討社區照顧關懷據點社會工作人員輔導經驗中的困境與需求，本研究嘗試以半結構進行質性訪談，以敘說分析將受訪者的實際服務經驗困境與需求進行分析與歸納。研究結果發現：輔導社區關懷據點所需的能力（包含：溝通、文書核銷、開車能力及良好體能）；輔導社區關懷據點困境來源（包括：溝通、核銷困難、無法辨別困難來源、專業受到質疑、重複無止盡的輔導過程、輔導人員與據點人員執行觀念的差異）及輔導團隊社工專業發展的需求與反思。針對研究結果發展出未來相關人員進行教育或在職訓練課程，作為相關輔導團隊之人員培訓與管理時之參考，減少第一線人員面臨輔導中之負荷，並能有效提供社區關懷據點的服務品質與量能，促進老人生理、心理之健康，協助社區永續發展。

This study aims to investigate the predicaments and demands of social workers during counselling sessions at community care centres. An outsider's perspective was adopted in this study to collect data and objectively observe the sessions. The study results reveal the following: 1) capabilities required to provide counselling services at community care centres (including communication skills, document verification, listening skills, driving abilities, and physical fitness); 2) sources of predicaments when providing counselling services at community care centres (including difficulty in communication, difficulty in verifying documents, inability to identify the source of the encountered distress, professionalism being doubted, endless and repetitive counselling procedures, and differences in the implementation mindsets of counselling personnel and care centre staff); and 3) demands for and reflections on the professional development of social workers on counselling teams. Based on the study results, educational training or on-the-job training courses can be developed for relevant personnel in the future. These courses can serve as a reference for the training and management of personnel in counselling teams to reduce the load faced by frontline personnel during counselling and effectively improve the service quality and capacity at community care centres.