「漂•留」在都市邊緣－河岸聚落原住民社會福利輸送體系之研究

Abstract

隨著從原鄉遷徙到都市的原住民族人口持續增加，都市原住民所面臨的問題與需求也更趨複雜，生活在都市邊緣的河岸聚落居民便是其中一環，因為居住環境的特殊，其生活型態有別於一般都市原住民，相對形成都市邊緣的弱勢，也使得政府機關的服務輸送議題成為社會的關注焦點。因此，本研究聚焦於服務提供者及服務需求者在服務輸送的傳遞與接收上的影響因素，探討如何降低服務需求者在服務使用上的阻礙，提昇獲取福利服務的機會，及強化社會福利資源的有效運用，以建構適切的河岸聚落服務輸送體系。 本研究目的在於分析服務提供者在服務輸送上的成效，以及探討河岸聚落居民在服務使用上所面臨的困境，最後嘗試建構適合河岸聚落居民的福利服務輸送體系。透過服務使用者的觀點及質性研究的方法進行分析，運用深度訪談及文獻分析的方式來蒐集資料，並結合研究者本身的經驗來統整相關資訊。 研究發現影響服務提供者服務輸送的內在因素包含：政府機關的宣導能量不足、服務人員轉介其他資源的動能低、服務的主動性不足、僵化的審查制度及政府機關之人力及專業能力有限等；而外在的影響因素包括：基層人力網絡不綿密、資源分配過程中的政治力介入、機關間之橫向聯繫缺乏及基層人員的服務品質低落等。另影響河岸聚落服務使用者的因素包含：聚落居住環境的限制、居民求助之動機不足、缺乏對政府部門的信任感及草根自主性的期待落差等。 為提昇河岸聚落之福利服務輸送的效能，本研究提出以下幾點建議：政府機關應強化福利服務資源整合、激勵聚落居民參與在地服務工作、公部門應採取積極性的行動服務、各區公所應設置專責的服務窗口、培養聚落在地社工服務人員及建立績效考核制度等。本研究認為服務輸送體系必須考量河岸聚落的特殊性，因地制宜的建構河岸聚落原住民社會福利輸送體系，以提供優質效能之社會福利輸送。

With the increasing indigenous population migrating from their hometown to urban areas, the problems and demands faced urban indigenous people have been more complicated. The residents of riverside settlement living in urban fringe are in a ring in which due to the special living environment, their life style is different from ordinary urban indigenous people. They have become the least disadvantaged in the cities and the focus of social concerns for service delivery by government agencies. Therefore, this study focuses on the factors that may affect transmission and reception of delivery by the service providers and requesters, explore how to reduce barriers in the use of service by service requesters, improve access to welfare service. In addition, it is necessary to strengthen the efficient use of social welfare resources to construct an appropriate service delivery system for riverside settlements. This research aims to analyze the factors that may affect the effectiveness of service delivery by service providers and explore the difficulties faced by the residents of riverside settlements in the use of services. In the last part of research, the researcher tries to construct an appropriate welfare service delivery system for the residents of riverside settlements. The researcher conducted analyses through the viewpoint from service users and qualitative research in which the researcher used in-depth interviews and literature analyses to collect useful information and combined the research’s own experiences to integrate related welfare service delivery data. The research found that internal factors that may affect the service delivery by service providers included: government agencies lack the energy of advocacy, low momentum for service people to refer other resources, insufficient service initiative, rigid examination systems and limited workforces and professional competence; the external factors included: primary human network is not dense, political intervention in the process of resource allocations, the lack of horizontal contacts between government agencies and low quality of services by grass-root civil servants. Besides, the factors that may affect service users in the riverside settlements included: the limit of living environment, the insufficient motivation for seeking help by the residents, lack of trust in governmental agencies and the gap to the expectation of the grass-root autonomy. To enhance the welfare service delivery performance for riverside settlements, the research proposes herewith following recommendations: government agencies should strengthen the integration of welfare service resources, encourage the settlement organizations to participate in local service, the public sectors should adopt more active mobile services, the district government should install specialized service windows, train local social service personnel for the settlements and establish performance appraisal system. The research concluded that the service delivery system has to consider the special nature of riverside settlement and construct social welfare delivery systems for the indigenous people in riverside settlements according to the local conditions to offer a high-performance social welfare delivery.