| Summary: | 勞動市場彈性化導致企業開始採非典型僱用，公部門亦跟進彈性化趨勢，藉此舒解人事預算有限之壓力，我國公立就業服務機構許多核心業務亦為如此，而本研究重點於個案管理員勞動處境之探究。
個案管理員的服務對象為複雜性較高的弱勢族群，藉由案主所需，擬定長期性之服務計畫，協助其順利進入勞動市場。而個案管理從開辦此業務以來已有十多年之久，顯然並非公立就業服務機構的暫時性業務，但卻以非典型僱用方式，以政府的暫僱人力(自聘人力)與勞動派遣方式解套核心業務的人力需求。個案管理工作本為服務就業弱勢者，卻將提供服務者(個案管理員)同樣推入弱勢勞動處境，尤其身為勞動派遣身分，在工作場所之中面對政府的自聘人力或是正式公務員，更凸顯其勞動弱勢之狀態。
透過本研究的個案管理工作探討與勞動處境之檢視，本文提出以下之建議：
一、個案管理模式：(一)需改善程序模式的缺點(二)簡化個案管理員之工作(三)追求績效的同時，亦重視服務品質(四)擴充可利用之資源(五)個案管理仍有成為獨立業務之必要
二、個案管理員之勞動處境而言：(一)政府全面直接僱用個案管理員(二)杜絕勞動派遣人力(三)自僱人力全面簽訂不定期契約，人事預算編列上由單位內部所聘僱 (四)擁有合理的薪資調幅以及升遷制度，至少縮小與公務人員之間的差距。如此個案管理工作能夠被視為長久且有具發展性之工作，自然願意長時間駐守此一工作崗位並且全力以赴地協助弱勢者，對於我國公立就業服務機構而言定能有積極正面之助益。
=== Labor market flexibility leads the private companies to adopt atypical employment. However, the government institutions also follow this rule to solve the problem of limited personnel budget so that public employment agencies start to adopt atypical employment. Case management was adopted by public employment agencies in 2002 to enhance the performance of public employment service. However, case managers are hired either on fixed-term basis or as dispatched workers. As a result, their working conditions, labor rights and service quality become a great concern. This study would like to discuss the concerned issue and attempt to offer policy recommendations.
Case managers help the disadvantaged groups to enter the labor market and they usually need to face the highly complex problem. They should understand the needs of vulnerable clients and make long-term plans to assist them to successfully enter the labor market. The work of case managers has been existed at least for ten years, suggesting that it is not a temporary work. But public employment agencies do not treat them as regular employees to meet their manpower needs. Case managers are supposed to serve those disadvantaged groups, but now their plight is the same as that of their vulnerable clients, which makes their service in jeopardy.
Based on the investigation of the working conditions of case managers, policy recommendations are as follows:
1.For the model of case management:
(1) Improving assessment model (2) Simplifying the work of the case manager (3) Pursuing quantitative goals while not neglecting qualitative ends as its performance indicators (4) Expanding available resources (5) The job of case management is necessary and needs to be treated as an independent task.
2.For the working condition of case manager:
(1) Case managers are to be employed on a permanent basis (2) Eliminating the dispatched employment (3) working conditions should be reasonable.
Thus, case management should be considered as a long-term work that has a career prospect in order to provide better service for the disadvantaged groups and help enhance the performance of public employment agencies.
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