社會福利領域運用志願服務者提供服務，已經有很長的一段歷史，各種不同型態的志願服務工作往往扮演社會功能維繫的角色，儘管歷經了世代的轉變，人們對於群己關係互賴依存的需求依然不曾改變。而在政經結構急劇變遷的今日，志工及志願服務組織甚至更成為維繫人與人、地區與地區、乃至政府與民間關係的重要機制。

本研究主要在探討：1、志工對於影響我國地方政府推動志願服務團隊之重要面向及其各構面的評價程度情形。2、探討志工對於地方政府推動志願服務團隊績效的評價程度情形。3、志工的性別、年齡、婚姻狀況、教育程度、職業、宗教信仰、是否參加過志願服務團隊、目前是否同時參加其他的志願服務團隊及參加志願服務的工作時間等個人基本屬性資料，是否會影響我國地方政府推動志願服務團隊之各重要面向及績效的評價程度差異情形之產生？4、影響我國地方政府推動志願服務團隊之重要面向與其績效的關聯性如何？5、影響我國地方政府推動志願服務團隊之各重要面向對績效預測的程度如何？

本研究係以新竹市社會福利志願服務團隊為研究對象，運用問卷調查法等進行實證研究。從實證分析中，本研究發現志工對影響地方政府推動志願服務團隊之重要面向中之志工的人力資源管理活動及相關配套措施的評價程度較高，而對於志工管理制度及經費補助之評價程度則較低。一般而言，對影響地方政府推動志願服務團隊各重要面向及績效的評價程度上，女性高於男性，中高年齡者高於低年齡者，中等學歷者高於高學歷者，已婚者高於未婚者，參加過志願服務團隊者高於未參加過志願服務團隊者，服務年資深者高於服務年資淺者。另影響地方政府推動志願服務團隊之重要面向及其四個構面均與服務品質、與志願服務團隊互動程度、資源運用的程度、目標達成的程度及績效均有顯著相關存在。再者，對於績效的預測方面，一般而言，以相關配套措施的預測力最佳，經費補助次之。

基於前述的研究發現，為了因應未來志願服務工作的發展，地方政府在推動志願服務團隊工作上政策面應朝向制度明確化、管理合理化、和服務品質化三個方向來發展；另外要加強政府與志願服務團隊的互動關係。而地方政府在推動志願服務工作上所扮演的角色功能與工作重點，則應著重在輔導、資助、監督、諮詢、考核志願服務團隊，以確立各團隊能 依照服務宗旨及能力來提供服務，並透過經費補助、活動補助和培訓志願服務規劃與志工管理人才等方式，來引導與監督志願服務朝有品質的方向發展，以協助推動志願服務工作。

The field of social welfare has already used volunteers for a very long time. Often all the different types of voluntary service work play the role of holding society together throughout generations of change. Just like in the past, people of today still require groups for mutual reliance and dependence. With the rapid changes occurring within today's political and economic structures, volunteers and voluntary service organizations hold people and districts together to an even greater extent, and so represent an important mechanism in the area of relations between the government and the people.

The main points of the research are as follows:

1. Evaluate the extent to which volunteers are able to effect the important aspects and every dimension of our local government promoted voluntary service groups.

2. Inquire into the volunteers' appraisal level of local government promoted voluntary service group achievements.

3. The elicitation of the volunteers' sex, age, marital status, education level, profession, religion. Whether the volunteer has taken part in previous voluntary work. Whether the volunteer is also taking part in other voluntary work, and the amount of time the volunteer is donating to the work. All the above information will be collected for each individual. We hope to see if this information effects how different people evaluate the important aspects and achievements of our local government promoted voluntary service groups.

4. What is the connection effecting the important aspects and achievements of the local government promoted voluntary groups?

5. To what extent do achievement forecasts effect the important aspects of our local government promoted voluntary service groups?

The objects of this research are social welfare voluntary service groups in Hsinchu City. An investigative questionnaire is used to carry out actual evidence research. From an analysis of this actual evidence research, it was discovered that volunteers, in relation to our local government promoted voluntary teams, evaluated human resource management activities and related complementary procedures to be comparatively more important than the volunteer system of management and subsidies. Generally speaking, when considering the extent to which the volunteers effected the important aspects and achievements of the local government promoted voluntary service groups, the following conclusions were drawn:

- Women were more effective than men.

- Middle-aged and senior-aged people were more effective than younger people.

- Those educated to a high school level were more effective than those educated to a college level.

- Those married were more effective than unmarried volunteers.

- Those who had previously taken part in voluntary work were more effective than those who had not.

- Those who had volunteered for many years were more effective than those who were new to volunteering.

A related existence was displayed between the important aspects of local government promoted voluntary service groups and the following four dimensions:

- Service quality

- The extent to which voluntary service groups interacted.

- The extent to which resources were used.

- The extent to which the goals were achieved.

Furthermore, concerning the aspect of forecasting achievements, generally speaking, the best forecasts come from related complementary procedures. The next best involve subsidies.

Based on the above research discoveries, in order to lead to the development of voluntary service work in the future, the government when promoting voluntary service group work, should develop policy in the areas of system clarification, management rationalization and service qualification. In addition it is necessary to strengthen the relationship between government and voluntary service groups. Local government in order to assist in the promotion of voluntary service work should play the role of and emphasize coaching, provision of financial aid, supervision, consultation and examination. Furthermore, based on the service purpose and abilities of every group, the government should establish the provision of service. This can be done with the aid of subsidies and activity subsidies and through voluntary service training schemes and volunteer management personnel who can guide and supervise the development of quality voluntary services.

一、中文部分
內政部（1995）祥和計畫-志願服務工作手冊。內政部社會司。
（1997）社會福利輯要。內政部社會司。
台灣省政府（1983）台灣省政府社工叢書。台灣省政府社會處。
（1988）「志願服務工作手冊」。台灣省政府社會處。
司徒達賢（2000）非營利組織的經營管理。台北：天下遠見出版公司。
江明修（2000）第三部門：經營策略與社會參與。台北：智勝文化事業有限公司。
余佩珊譯（1994）Peter F. Drucker著，非營利機構的經營之道。台北：遠流出版社。
李沛良（1999）社會研究的統計分析。台北：巨流出版社。
李美華等譯（1998）社會科學研究方法。台北：時英出版社。
李鍾元（1993）建立文化機構義工制度之研究。台北：行政院文化建設委員會。
何永福、楊國安（1993）人力資源策略管理。台北：三民書局。
吳美連、林俊毅（1997）人力資源管理：理論與實務。台北：智勝文化事業有限公司。
吳明隆（2001）SPSS統計應用實務。台北：松崗電腦圖書有限公司。
林勝義（1990）建立社教機構義工制度之研究。台北：教育部社教司。
（1993）如何塑造志願服務文化。社區發展季刊，63 期，頁55-58。
（1994）國內志願服務整體規劃—全國義工調查綜析。社區發展季刊，65期，頁11-16。
林萬億（1992）現行公務機關義工人力運用情形之探討。行政院研考會。
官有垣（2000）非營利組織與社會福利。台北：曉園出版社。
吳美惠等（1995）義工制度的理論與實施。台北：心理出版社。
孫本初（2000）公共管理。台北：智勝文化圖書公司。
孫建忠（1988）民間參與社會福利的理念與方式。社區發展季刊，42 期，頁10-11。
許世雨等譯（1997）De Cenzo與Robbins合著，人力資源管理。台北：五南圖書出版公司。
陳金貴（1994）美國非營利組織的人力資源管理。台北：瑞興圖書公司。
陳政智（1999）非營利組織中志願工作者之管理：從人力資源管理觀點。社區發展季刊，85期，頁117-127。
陳武雄（1996）社會資源與志願服務。志願服務論見選集。中華民國志願服務協會。
（1997）我國志願服務工作推展之回顧與前瞻—從祥和計畫之推廣談起。社區發展季刊，78期。
（1997）志願服務應有的認識與作法。人事月刊，24卷1期。
陳景堂（2001）統計分析：SPSS for Windows 入門與應用。台北：儒林圖書公司。
陸光（1994）我國志願服務推展之過去、現在及未來。社區發展季刊，65期，頁4-10。
楊國樞等合著（1987）社會及行為科學研究法上下冊。台北：東華書局。
張英陣（1995）第三部門與社會福利政策分析。社區發展季刊，70期，頁144-159。
（1999）企業與非營利組織的夥伴關係。社區發展季刊，85期，頁62-70。
張茂芸譯（2000）Regina E.Herzlinger等著，非營利組織。台北：天下遠見出版公司。
曾華源（1997）人群服務組織志願工作者人力規劃之探究。社區發展季刊，78期，頁28-34。
（1998）志願服務工作發展趨向。台北：內政部社會司。
蔡漢賢（1982）志願服務的理論與實務。社區發展研究訓練中心。
（1990）社會工作辭典。社區發展研究訓練中心。
鄭讚源（1997）社會福利民營化過程中政府與民間非營利組織之角色與定位。社區發展季刊，80期，頁79-87。
賴世培等合著（1996）民意調查。台北：國立空中大學。
蕭新煌（2000）非營利部門組織與運作。台北：巨流圖書公司。
蘇昭如（1993）政府委託民間辦理社會福利服務之條件與方式。社區發展季刊，63期，頁59-69。
二、英文部分
Baker,R.L.（1988）. The Social Work Dictionary. New York：National Association of Social Work, p.173.
Brilliant,E.L.（1997）. Voluntarism. In Encyclopedia of Social Work（19th. ed.,Vol.3）. Washington D.C, pp. 2469-2482.
Brudney,J.L.（1991）. Volunteerism in Public Administration, in J.L.Perry（ed.）Research in Public Administration: A Research Annual.Greenwich, Connecticut : JAI press, p.133.
Dunn,P.C.（1995）. Volunteer management.In Encyclopedia of Social Work（19th.ed.）, pp. 2483-2490.
Ellis, S.J. & Noyes, K.K.（1990）. By the People：A History of American as Volunteers （revised ed.） San Francisco：Jossey-Bass Publisher, p.4.
Gidron, B., Kramer, R. M. and Salamon, L. M.（eds.）. （1992）. Government and the Third Sector : Emerging Relations in Welfare States, San Francisco, California : Jossey-Bass.
Hanvey, C., and Philpot, T.（1996）. Sweet Charity: The Role and Workings of Voluntary Organizations. New York : Routledge.
Johnson, N.（1995）. The changing role of the voluntary sector in Britain from 1945 to the present day. In S.Kuhnle & P. Selle（eds.）Government and Voluntary Organizations. England：Cedric Chivers Ltd, pp. 87-107.
Kramer, R.M.（1981）. Voluntary Agencies in the Welfare State. Los Angeles, CA : University of California Press, pp. 173-245.
Kuhnle, S. & Selle, P.（1992）. Government and Voluntary Organizations：A Relational Perspective. USA：Alvebury, pp. 26-32.
Kumamoto, A. & Cronin, J.（1987）. “Volunteer ‘Nonprofit’ special, but very different, personnel dimension, ” in E. W. Anthes & J. Cronin（eds.）, Personnel matters in the nonprofit organization, Hampton, Arkansas: Independent Community Consultant, pp. 313-334.
Levin, H.（1977）. Voluntary organizations in social welfare. In Encyclopedia of Social Work（17th. ed.）, Washington D.C.：National Association of Social Work, pp. 1573-1582.
Salamon, L.M.（1987）. Partner in public services：The scope and theory of government-nonprofit relations. In W. W. Powell（eds.）, The Nonprofit Sector：A Research Handbook, 99-177. New Haven：Yale University Press.
Schram, Vicki R., in Moore. Larry F.（ed.）（1985）. Motivating Volunteers How the Rewards of Unpaidwork Can Meet People’s Needs. Vancouver Volunteer Publication. pp. 13-29.
Smith, D.H.（1992）. Types of Volunteers and Voluntarism, Volunteer Administration, 6（3）, pp. 3-10.
Stenzel, A. K. & Feeney, H. M.（1968）. Volunteer Training and Development. New York：Seabury Press, pp. 5-7.
Wolch, J. R.（1990）. The Shadow State: Government and Voluntary Sector in Transition. New York: The Foundation Center, p.1.