| Summary: | 本研究主要目的在瞭解基隆市公部門運用志願服務及管理制度的現況，探討志工持續服務的動力，提供各運用單位互相借鏡參考，促成各單位的協調合作，期能整合全市的志願服務人力資源，做最有效的運用。本研究先從志願服務相關文獻之探討，建立志願服務的理論基礎，經由各運用單位的實地訪問及現況觀察，搜集相關資料，再根據深度訪談、焦點團體座談的分析結果，整理研究發現並提供相關建議。
本研究發現基隆市政府暨所屬機關已運用志工的單位多為與民眾接觸較多、服務量較大的業務單位，成效除了以時數評估外，更重視志工對機關形象、政令宣導等獲得社會肯定及志工所發揮的角色功能。各類志工對其所從事之志願服務，均保有高度興趣及熱情，文化義工制度完整，全才服務；社福志工感情投入；環保志工身體力行，熱愛環保；義消組織龐大，出錢出力，社會地位崇高。運用志工較早或人數較多之單位，管理制度健全，多已成立志工團隊組織，依隊務需要，分組分工服務，如社會局志工、消防局義消、文化義工、環保志工等，從召募、甄選、訓練、工作分派、獎勵考核等均有一套規則據以遵循；近期運用志工的行政單位如區公所、戶政事務所等，使用人數較少，未以團隊組織運作，由承辦人直接聯繫運用。
本研究經過實證研究調查結果發現以下問題值得省思與探討：
一、實施志願服務法的省思
二、政策推動志願服務之探討
三、志工參加志願服務團隊隊數探討
四、志工流動率高低迷思
本研究並從管理的角度，對志工人力資源運用的主要面向，召募、甄選、訓練、工作設計、評估與獎勵分別提出相關建議。
=== The main purpose of this research is to find out the situation of volunteer services and its related management system in Keelung City Government, discuss the motive power for volunteers’ sustained services, provide reference for each operating agencies, and promote the coordination and cooperation among each agency. It is expected that the human resources for volunteer service by the whole city can be implemented most effectively. This research starts from discussion on volunteer service related documentations, to build theoretic foundation for volunteer services. Through the field visit and observation on each implementing agency, it collects related data, and then sorts research findings and provides related recommendations based on analysis results of in-depth interview and focus group seminars.
This research finds that agencies under Keelung City Government that use volunteers are mostly business unit with quite a lot contact with the public and quite large service volumes. Concerning its effect, other than evaluation on hours, the more important is volunteers’ acknowledgement on agency image, policy introduction and the roles and functions that they play and develop. All these volunteers have strong interest and enthusiasm on the volunteer services that they engage in. Culture volunteers have a complete system and can provide comprehensive services; social welfare volunteers put all their affection into their work; environmental protection volunteers set an example by personal participation and they love to protect environment; fire control volunteers have a large organization, put into their money and efforts, and enjoy a very esteemed position. For agencies that have used volunteers for long time or have quite a lot of people, their management system is quite thorough, mostly with volunteer team built, and provide service in groups according to tasks requirement, such as volunteers for social bureau, fire bureau, culture volunteers, environmental protection volunteers etc. From recruitment, selection, training, work assignment, reward and appraisal, each has its rules to follow. Recently, administrational agencies that use volunteers include public office, household registry etc. Only quite a few people are used, no teams are formed, the undertaker contact and use directly.
After studying and investigation on practical case, the research finds the following that can be studied further and discuss:
I.Reflection on implementing volunteer service laws
II.Discussion on policy promoting volunteer service
III.Discussion on volunteer participating in voluntary service team and the number of these teams
IV.Myth of volunteers' turnover
From the viewpoint of management, this research raises recommendation about the main aspects of implementing human resources of volunteers, recruitment, selection, training, work design, evaluation and rewarding respectively.
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