醫院志工業務承辦人角色勝任能力、人際關係與續職意向之相關性研究

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Title:	醫院志工業務承辦人角色勝任能力、人際關係與續職意向之相關性研究
Other Titles:	The Study of Correlation between Role of Competence,Interpersonal Relationships and Intention to Stay on Promoter of Volunteers in the Hospital
Authors:	黃郁雯 Huang, Yu-Wen
Contributors:	曾華源 Tseng, Hua-Yuan 東海大學社會工作學系
Keywords:	角色勝任能力;續職意向;人際關係;醫院志工業務承辦人 Role Competence;Interpersonal Relationships;Promoter of Volunteers in the Hospital;Intention to Stay
Date:	2011
Issue Date:	2011-10-12T17:18:06Z (UTC)
Abstract:	醫院志工業務承辦人的工作內容複雜、人事多元，除了需要對於自身職務的瞭解和適應外，也需要具備管理和督導的能力來促使工作順利推行。此外，志工業務承辦人的角色常被視為機構與志工間的協調聯繫者，若志工業務承辦人流動頻繁，可能導致方案執行不順暢，進而影響志工認同與持續性服務意願。故為了提供穩定的志願服務品質，提升志工業務承辦人的續職率是重要的議題。為此，本研究主要在探討醫院志工業務承辦人與直屬主管、志工間的人際關係，及對自身角色勝任能力、續職意向的認知情形，並從中找出影響續職意向之因素。本研究針對全國評鑑合格的醫院，並設有志工業務承辦人共計204位進行普查。問卷回收160份，回收率78.4%。依據154份有效問卷進行分析，研究結果整理如下：一、醫院志工業務承辦人以女性、年齡在35歲以下、非單身、沒有撫養小孩、大學社會工作系畢業為主；擔任該職的年資以兩年以下的人數最多，且訓練的參與次數有明顯增加；九成的承辦人需兼任其他業務。二、性別、畢業科系、宗教信仰、撫養子女數、教育程度、擔任其職前後所參與的志工管理訓練次數、是否為社工部門、有無同事一起管理、薪資、醫院類型及志工人數的不同，其知覺的人際關係、角色勝任能力和續職意向則會有所差異。三、醫院志工業務承辦人與直屬主管的信任度和融入度越佳，其角色勝任能力越高；另醫院志工業務承辦人與志工關係越佳，其角色勝任能力越高；與直屬主管和志工的關係越佳，其續職意向越高；角色勝任能力越高，其續職意向越高。四、醫院志工業務承辦人基本特質、人際關係、角色勝任能力三者之中，皆以與志工關係中的合作度對續職態度和行為有最高的顯著解釋力。依據上述結論，本研究提出以下建議：一、政府應重新擬定志願服務法，其中訓練和評鑑部分應拓寬至相關志工業務承辦運用單位，重視該角色之培訓，並推動訓練之風氣。二、教育訓練課程應增加對華人關係之瞭解、運用與維繫等內容，透過實際案例，更能回應志工業務承辦人實際工作情形。三、醫院應透過人力資源管理政策，進行適當的工作安置與規劃及提昇醫院志工業務承辦人對其角色的認同和價值感。四、當醫院採取醫院志工業務承辦人輪調制度時，必須注意到制度所伴隨的優點與限制。五、醫院志工業務承辦人要適應及接納自己三明治的角色，進而才能有效發揮其功能。 The work contents of the promoters of volunteer services in the hospital are complex and the personnel matters are multiplex. In addition to the understanding and adaptation to their own duties, they also need to possess the managerial and supervisory abilities to facilitate successful implementation of their work. Moreover, the role of the promoters of volunteer services is often regarded as the coordinator and communicator between the agencies and volunteers. In this context, if the turnover rate of the promoters of volunteer services is too high, it may result in a hindered implementation of projects, and a further influence on volunteers’ identification and their inclination to serve persistently. Thus, to provide a stable quality of volunteer services, it is an important issue to enhance the intention to stay of the promoters of volunteer services. On this account, this study mainly aimed to probe the interpersonal relationships of the promoters of volunteer services in the hospital with their supervisors and volunteers and the perception of their own role competence and intention to stay, and then attempted to find out the influence factors of their intention to stay.In this study, a total of 204 questionnaires were distributed in nationwide hospitals with accreditation and equipped with promoters of volunteer services in their organizations, and 160 were collected with a recall rate of 78.4%. The analysis was conducted based on the 154 valid questionnaires among them, and the research results are summarized as follows:1.The promoters of volunteer services in the hospital are mainly female, under the age of 35, non-single, childless, and graduated from the Department of Social Work at university. Respondents with less than two-year seniority in this position are accounted for the majority, and their training times are significantly increased. 90% of promoters need to serve other businesses concurrently.2.The differences in genders, majors, religious beliefs, number of children fostered, educational levels, volunteer management training times involved before and after the position, whether in the social work section, any colleagues to co-manage, salaries, hospital types and the number of volunteers would affect their perceptive interpersonal relationships, role competency and intention to stay.3.The higher trust and involvement of the promoters of volunteer services in the hospital with their supervisors, the higher role competence they possess. Besides, the better relationship of the promoters with the volunteers, the higher role competence they possess; the better relationship with their supervisors and the volunteers, the higher intention to stay they have; the higher role competence they possess, the higher intention to stay they have.4.The three factors of the basic qualities, interpersonal relationships and role competency of the promoters of volunteer services in the hospital all have the highest significant explanatory power on their attitudes and behaviors of intention to stay when it comes to the cooperation relationship with the volunteers.According to the conclusions above, this study suggests the following recommendations:1.The Government should redact the Voluntary Service Act, in which the training and evaluation should be expanded to those units related to the promotion and application of volunteer services, the training of the role of the promoters of volunteer services should be paid attention to, and the training culture should be promoted as well.2.The understanding, application and maintenance of Chinese relations should be added to the educational training programs. The real working situation of the promoters of volunteer services can be reflected more in actual cases.3.The hospital should set up appropriate working arrangements and planning through human resource management policies, and to enhance the identification and sense of worth of the promoters of volunteer services to their own role.4.When the hospital adopts a rotation system for the promoters of volunteer services, the advantages and limitations which come along with the system should be noticed. 5.The promoters of volunteer services in the hospital need to adapt and accept their role as a sandwich, and then they can effectively bring their functions into full play.
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