公設民營單位裡社工督導的工作處境與因應

Abstract

政府透過「公設民營」方式來輸送福利服務已行之多年，一方面可以降低民間機構的營運成本，一方面可以擴張政府的福利輸送選項，被認為公私夥伴關係的雙贏模式。然而，「公設民營」的夥伴關係落實在實際的服務輸送上究竟會如何？本研究的目的擬從公設民營單位的社工督導之觀點探討公設民營的實際體現狀況。 本研究採用質性研究方法，立意抽樣7位現任或曾任職於「公設民營單位」中的社工督導，詢問他們的工作經驗與看法。本研究發現，公設民營的契約關係名為「夥伴關係」，但對於受委託方而言其實是一個不對等的關係。在處境上，公設民營單位的社工督導經常處於「夾心三明治」的狀態，介於政府、母機構、社工人員等各方的需求進行協調；在困境上，社工督導不時面對政府不斷的政策變動而修正服務民眾的方式，也必須面對母機構限縮工作人員的福利條件，更嚴重的是社工督導必需面對自己督導角色的調適和掙扎；在因應上，社工督導仍然堅持工作的價值、持續溝通、嘗試倡議，盼取得平衡順暢之互動。 最後，本研究依據研究發現，提出各項建議給政府、母機構和社工督導們，期待公設民營的服務輸送模式真的能夠落實其當時設立的公私夥伴精神。

The privatization approach of service delivery has been one of the important alternatives that the government has been promoting since 1980s. It is claimed to be a win-win approach that the government attempt to build a partnership relationship with the private sectors to deliver public services together. But does the privatization approach really work as it was expected? The study intends to examine how the win-win situation works from social work supervisors’ perspectives. Based on a qualitative approach, this study in-depth interviewed with seven social work supervisors who have been working as the managers of the outsourcing agencies. The results indicated that the government acted as a boss role, instead of a partner, in the privatization approach. Social work supervisors constantly faced extra work given by the government in addition to the originally assigned work. And they had to place a lot efforts in coordination, not just to deliver services to the needy, to meet with different expectations among the government, the outsourcing agency, and the social workers. Furthermore, in administration, the privatization approach did not work as it was expected to be flexible as well as efficient in service management. Social work supervisors spent more time than usual in communication in the office space management and in the paper documentation with the government. Every day, they struggle with role adjustment as a supervisor as well as manager. In coping, they had to stand by the social work values to keep communicating as well as advocating with the government and the outsourcing agencies to make service delivered to the needy as expected. In conclusion, implications for this research were discussed. And the suggestions to the government and the outsourcing agencies were included.