探討高齡志工留退場機制與輔導策略可行性之研究－－以金門縣祥和計畫社區志願服務隊為例

Abstract

本文旨在探討金門祥和計畫高齡社區志願服務隊的志工管理者，如何建立與執行高齡志工的留退場機制與輔導策略。現今的志願服務制度強調服務品質績效，志工是自願投入志願服務行列，卻可能肩負著被安排退場的風險，因此本文高度關注新管理主義與最佳價值的管理學潮流下，屬於志願部門的社區型非營利組織如何因應社區特性，發展在地化的高齡人力資源管理機制。研究方法採取質性半結構式深度訪談法，立意取樣10個社區志工隊、14位志工管理者。通過訪談結果將金門分為單姓、多姓（主姓、島內遷移、都市潛力）兩大社區型態。從志工管理者經驗及志工管理制度兩角度，歸納金門社區特性及志願服務特色，進而探討不適任高齡志工的輔導策略、留退場機制的設置執行的經驗與想法。 結果指出金門是一個講求「族人互助」的社區型態，高度影響志工管理實務工作。另發現體力和時間是高齡志工適任與否的核心指標，但大多數的志工管理者都認為「高齡」本身不是問題，「年齡」也不該是退場機制的單一設置標準。而退場機制具有宣示及勸告性質，不支持設置的社區則是認為不適合金門，應肯認高齡者的生產力價值等。實務上執行原則是先輔導留場，不得已再退場，而留場機制的輔導策略包含：職務再設計、轉換管理思維、增強正向服務價值觀念、針對個別差異提出因應之道等等。 濃厚的文化底蘊及密不可分的地緣與血緣關係，加上「同縣一命」的離島社區發展模式，使得在金門的高齡者若從志工隊中退場，將面臨個人在社區生活、生命的退場，對於生產力老化及在地老化都有不小的衝擊。高齡志工管理實務重視志工管理者本身的委身程度與溝通技術，處理高齡議題上需要維護高齡者的尊嚴及理解其特殊性，還必須思考在地情境與文化脈絡。因此，本研究提出「適情視境」的金門志工管理模式，並研擬一套符合金門社區特性的留退場機制制定流程，供未來實務工作者參考。研究最後則對於政府、社區實務及未來研究提出相關建言。

This study aims to explore how volunteer managers of the Senior Community Volunteer Service Team in Kinmen's Peaceful Plan establish and execute retention and exit mechanisms, as well as counseling strategies for senior volunteers. In the current volunteer service system, emphasizing service quality and performance, volunteers voluntarily engage but may carry the risk of being arranged for exit. Therefore, this paper closely examines how community-based nonprofit organizations in the volunteer sector, belonging to the volunteer sector, adapt to the trends of neo-managerialism and best value management under the community context, developing localized human resource management mechanisms for aging individuals. The research employs a qualitative semi-structured in-depth interview approach, purposively sampling 10 community volunteer teams and 14 volunteer managers. Through interview results, Kinmen is categorized into two major community types: single-surname and multi-surname (main surname, intra-island migration, urban potential). From the perspectives of volunteer managers' experiences and volunteer management systems, Kinmen's community characteristics and volunteer service features are summarized. This leads to an exploration of counseling strategies for unsuitable senior volunteers and the experiences and ideas regarding the establishment and execution of retention and exit mechanisms. Results indicate that Kinmen represents a "kinship assistance" community, significantly influencing volunteer management practices. Additionally, it was found that physical capability and time commitment are core indicators of suitability for senior volunteers. Most volunteer managers believe that "age" itself is not the issue, and "age" should not be the sole standard for exit mechanisms. Communities that do not support setting up exit mechanisms perceive them as unnecessary due to incompatibility with Kinmen's context and should acknowledge the productive value of the elderly. In practice, the principle of retaining before exiting is implemented, and counseling strategies for retention mechanisms encompass job redesign, a shift in management mindset, reinforcement of positive service values, and tailored approaches to individual differences. Kinmen's rich cultural foundation, intertwined with geographical and blood relations, along with the "same county, shared fate" model of island community development, means that if senior volunteers exit, they will face personal exit from community and life, thereby impacting productivity and localized aging. Senior volunteer management practices prioritize the commitment and communication skills of volunteer managers. Addressing elderly issues necessitates preserving their dignity and understanding their uniqueness while considering the local context and cultural background. As a result, this study proposes the "context-sensitive" Kinmen volunteer management model and devises a procedure for establishing retention and exit mechanisms tailored to Kinmen's community characteristics, serving as a reference for future practitioners. Finally, the study provides recommendations for the government, community practices, and future research.