志工人力的運用為我國長期照護政策發展方向之一。在社會福利民營化政策的發展下，政府與非營利組織合作，運用志工人力給予社區老人初級預防照顧，以減緩進入正式照顧的可能。 根據文獻記載，志工參與服務動機多元，組織運用志工亦有所困境。因此，本研究就初級預防照顧的服務項目「電話問安」做探討，採質性訪談的方式，就運用單位的觀點及志工本身的論述，釐清長期照護服務中電話問安志工的角色，期待未來志工人力在長期照護服務中能有更多發揮的機會。 研究結果發現： 一、電話問安志工穩定性不足的風險小，但專業知能是需加強。 二、志工年齡對於電話問安的服務運作有所影響。 三、老人接受電話問安的需求有所差異，志工人力配置上應有調整。 四、志工在角色的認定上定位不清時，會影響服務的去留。 Proper utilization of volunteers has been one of the directions in developing our nation’s long-term care policy. Under the guiding principle of Social Welfare Privatization policy, government agencies are collaborating with non-profit organizations to deliver welfare services. With assistance from the volunteers, elders in the communities are provided with primary preventive care services that help delaying the possibility of the elders entering into the formal health care system. According to the related literatures and theories, volunteers are driven by various motivations, thus institutions also face various dilemmas in utilizing these volunteers. This research and study focuses on one of the primary preventive care services of “greeting call”. Adopting the use of qualitative interviewing method, a clear perspective of the viewpoint can be gained from the managing institutions and the volunteers’ experience. By clarifying the exact role of greeting call volunteers in the long-term care process, this research and study wishes to produce more opportunities in utilizing volunteers in long-term care. The result of this research and study reveals the following： 1. The risk of the turnover from the greeting call volunteers is minimal, however the improvement of the professional knowledge is essential. 2. The age of the volunteers has the effect on the greeting call service operations. 3. Elders have different demands from the greeting calls, so the ratio allocation of volunteers should be adjusted to increase effectiveness. 4. Volunteers turnover rate can be increased if the role of the volunteer is not clearly defined.
