志願服務放眼天下
國際志願服務工作與社區服務
International Volunteerism and Community Service

基督復臨安息日會華安聯合會 副行政秘書  艾約翰   著
By John Ash

引言：本講習內容包括：
1.國際志願服務工作  International Volunteerism
2.志願服務工作大哉問：人、事、時、因及作法 
 Who, what, when, why, and how of volunteerism
3.以安澤國際救援協會為例說明志願服務工作
 ADRA as an illustration of volunteerism and service
4.宗教組織為什麼都以服務為本？ 
Why are religious organizations so service oriented?
5.由宗教組織所提供的社區服務，其附加價值為何？
 What is the added value of community service provided by religious organizations?
6.臺北縣的需要是什麼？我們是否能夠提供協助？
What are Taipei County’s needs?  Can we help?

A.國際志願服務工作：INTERNATIONAL VOLUNTEERISM：
1.國際志願服務工作是一個龐大且複雜的現象 
International volunteerism is a huge and complex phenomenon.
2.不妨到Google搜尋鍵入 “國際志願服務工作”
 Go to Google and type in “international volunteerism”
3. 國際志願服務工作的投影片介紹
 PowerPoint introduction to international volunteerism

B.如何找尋潛在的志願服務工作者 HOW TO FIND POTENTIAL VOLUNTEERS
1.在網際網路上搜尋派遣志工的組織 
Internet search for organizations that provide volunteers
2.當地的志工招募系統
 Local recruiting systems
3.期滿卸任之志工的推薦
  Recommendations of satisfied former volunteers
4.現任志工的推薦
 Recommendations from volunteers that are presently serving.
5.教育機構  Educational institutions
6.宗教團體  Religious groups
7.發送組織簡章  Distribution of organization brochures
8.海報  Posters
9.服務公告  Public service announcements
10.與社區團體會談  Speaking to community groups
11.民間組織可能可以提供一些志工招募的建議
 NGOs may have suggestions where to find
12.在組織本身的網站上招募
 From the organizations own website.

C.人們從事志願服務工作的原因 WHY DO PEOPLE VOLUNTEER?
1.他們的朋友從事志願服務工作  Their friends are volunteering
2.他們曾經從卸任志工身上聽到許多激勵人心的故事
 They have heard many exciting tales from former volunteers
3.他們關心那些比自己不幸的人
 They are concerned about those less fortunate than themselves
4.志願服務的經歷會為他們的履歷表添色 
The volunteer experience will look good on their resume
5.他們對生活感到無聊  They are bored with life
6.他們想要探索自己的長處  They want to explore their own strengths
7.他們感到孤單寂寞，想要與人建立一些有意義的關係
They are lonely and want some meaningful relationships
8.他們期盼志願服務工作會讓自己覺得是個重要人物
 They expect that volunteering will make them feel important
9.他們在其他場域感到被低估或默默無聞 
They feel undervalued, or anonymous in other settings
10.他們認為志願服務工作會比目前的低收入狀況要好 
They feel that volunteering would be better than their present low income
11.他們害怕失去自己的工作 
They may feel fearful of losing their job
12.他們期盼受到獎勵、被公開表揚，並且成為焦點人物 
They look forward to being rewarded, openly recognized and spotlighted
13.他們想要擴大自己的社交圈子
 They want to network with other people
14.他們渴望建立新技巧、獲得新經驗的機會 
They desire chances to build new skills, gain new experiences

D.您對於居住在另一個文化環境中的適應度為何？
  HOW SUITED ARE YOU TO LIVE IN ANOTHER CULTURE?
  請您自問下列各項問題，並參照其後所提供的註解。
    Ask yourself the following questions, in light of the comments provided.
1.對於生命中的重大改變，我是否能夠迅速適應（一個月左右），或是要很長一段時間方能適應？適應及調整會帶給我多大的壓力？
Do I adapt quickly (a month or so) to major changes in my life or over a long period of time? How stressful is it to make adjustments?
在一個新的文化環境中居住，需要對食物、住所、生活步調、娛樂、語言、生活模式、朋友交誼，以及敬拜方面，作出重大的調適。
Living in a new culture requires major adjustments with food, housing, pace of life, entertainment, language, lifestyle, companionship, and worship.
2.我是否喜歡在工作中採取主動？或者我比較偏好擁有一份制定好的計劃及方向？
Do I enjoy using my initiative in a job? Or do I prefer having a prescribed plan and direction?
想要您的工作完全按照計劃進行是無可確保的事情。您可能會發現，要靠自己作出許多決定，或是既有的計劃並沒什麼創新的空間。
There is no guarantee that your job will be exactly as outlined. You may find that many decisions rest on you or that there is a set plan with little room for innovation.
3.下列因素是否會大幅地影響我的心境或工作表現：身體不適-連綿不斷的下雨-昆蟲-毫無變化的飲食-缺乏睡眠或隱私？
Could the following factors substantially affect my state of mind or performance: physical discomfort – constant rain – insects – unvaried diet – lack of sleep or privacy?
無論您在哪裡，家中的舒適大概都不會在那兒。
 Wherever you are, the comforts of home will probably not be there.
4.我如何對待工作表現欠佳的同事？
 How do I react to co-workers who are weak in their performance?
您在新的文化環境中的同事，將擁有不同的背景，以及與您相異的價值觀。學習體諒是一項您不太可能立即養成的必要習慣。
Co-workers in your new culture will have varied backgrounds and a system of values different from yours. Learning to understand is a necessary habit which you will not likely develop suddenly.
5.我們的婚姻是否穩固？當我們長時間共處時是否感情更好，或是我們大部份時間各自生活會比較快樂？
Is our marriage stable? Do we thrive when together for a long time or are we happier living largely independently from the other?
在新環境的壓力及訴求下，穩固的關係通常會發展得更加堅定，而不穩的關係則可能會分崩離析。 Sound relationships usually grow stronger but the unstable can fall apart under the stress and demands of a new environment.
6.我對自己及他人的期望有多麼嚴格？ How rigid am I in expectations for myself and others?
能夠接納他人及其不同的方式是極為必需的-處理及面對自身的改變同樣重要。 Being able to accept other people and their different ways is vital – dealing with changes in yourself is just as important.
7.我是否能夠應付未知的事物？ Can I cope with the unknown?
生活中充滿了驚喜，在異國環境中尤甚。 Life is full of surprises, especially in foreign settings.
8.我是否凡事皆須成功？ Do I have to succeed in everything?
對應失敗比您想像得還要重要。
 Dealing with failure is more important than you think.
9.我獨立自主的程度是否足以自立更生，並且與我不認識的人共同生活？
Am I independent enough to live on my own and with others I don’t know?
10.我的生理上的限制為何？（過敏、疾病等）
   What are my physical limitations (allergies, sicknesses, etc.)?

E.志工計劃方案的構成要素：
     COMPONENTS OF VOLUNTEER PROGRAM POLICY
1.申請程序  Application procedure
2.新手訓練及培訓計劃  Orientation and training plan
3.行為通則  General standards of conduct
4.任務指派（包含給予職務說明）
Job assignment (includes having a job description)
5.出席及缺席規範  Attendance and absenteeism policy
6.工作表現評估計劃  Performance review plan
7.福利  Benefits
8.紀錄存檔的規定  Requirements for record keeping
9.工作相關支出的給付  Reimbursement of work-related expenses
10.設備器材的使用  Use of equipment and facilities
11.保密的規定  Requirements for confidentiality
12.申訴程序  Grievance procedures
13.停職及去職政策  Suspension and termination policy

F.志願服務工作職務說明
  VOLUNTEER JOB DESCRIPTIONS
1.職銜  Job title
2.職務目的  Purpose of the position
3.在職者的福利  Benefits of position to occupant
4.職務資格條件  Qualifications for position
5.所需時間  Time requirement
6.工作地點  Job site or location
7.建議之啟始日期和結束日期（若適用於此）
Proposed starting date and ending date (if, applicable)
8.職責及工作內容  Job responsibilities and activities
9.職權所在  Authority invested in the position
10. 匯報關係及督導  Reporting relationships and supervision

G.復臨信徒志工中心 ADVENTIST VOLUNTEER CENTER
1.下列網站闡明了志願服務工作的精細及複雜 
The following website illustrates the sophistication of volunteerism
2.AVC (Adventist Volunteer Center) 的網站
3.AVS (Adventist Volunteer Service) 表格

H.以安澤國際救援協會為例說明志願服務工作
  ADRA AS AN ILLUSTRATION OF VOLUNTEERISM AND SERVICE

I.面試及評估候選者
 INTERVIEWING AND EVALUATING CANDIDATES
1.志工對新文化環境的可能反應是不易預估的。
It is not easy to predict how volunteers will respond to new cultures.
2.推薦函及介紹信檢核  Reference and recommendation checks
3.警方紀錄、駕駛紀錄  Police record, driving record
4.就業經歷／志工經歷（履歷、簡歷）
Past employment/volunteer history (resume, CV)
5.財務史  Financial history
6.教育狀況／專業地位  Educational/professional status
7.體檢（健康狀況） Physical checkup (condition of health)

J.新手訓練 ORIENTATION
1.領袖的問候  Greetings from the boss
2.組織簡史  Brief history of organization
3.向志工介紹組織員工  Introductions of staff to volunteers
4.各類志願服務工作機會詳情 
Details of the various types of volunteer opportunities
5.組織使命、價值觀及願景討論
 Discussion of organizations’mission, values and vision
6.志工福利說明  The benefits to the prospective volunteers
7.組織的期望  Expectations of the organization
8.員工手冊及組織章程  Staff handbook and policy statements
9.職務說明回顧（應於他們前往海外之前進行） Review the job description (should occur before they go overseas)
10.通訊方法：時間及頻率
 Methods of communication, when and how often
11.報告  Reporting
12.進度評量及分享方式  How progress will be measured and shared
13.參觀機構  A tour of the facility

K.長期留住志工（保留人才）
   KEEPING THE VOLUNTEER OVER A LONG PERIOD OF TIME (RETENTION)
1.給予他們一個良好的工作環境  Give them a great place to work
2.給予他們所需的一切（器材、工具、讚揚等）
 Give them what they don’t have (equipment, tools, recognition, etc.)
3.使他們享有美好的時光  Give them a good time
4.成果評估的機會  Opportunities for evaluation
5.志工休假及請假  Volunteer vacations and leaves of absence
6.志工晉升  Volunteer promotions
7.在職訓練  In-service training
8.參加員工會議（將他們視為工作團隊的一份子） Attending staff meetings (consider them a part of the team)
9.給予他們進行簡報的機會  Give them opportunity to make presentations
10.給予他們良好的福利（善加對待他們） Give them good benefits
   (treat them well)
11.尊重志工：視他們為伙伴，而非僕佣。 Respecting volunteers as
   partners not servants
12.支出給付  Expense reimbursement
13.將有趣與乏味的任務互相結合  Mix the interesting tasks with
   the mundane
14.運用志工作為訓練者  Use volunteers as trainers

L.獎勵與讚揚 REWARDS AND RECOGNITION
1.Karla Henderson曾經說過：「沒有 “讚揚得太多” 這回事。也沒有 “感謝得太多” 這回事。」  “There is no such thing as too much recognition.  There is no such thing as saying ‘Thank You’ too many times.”   ---Karla Henderson
2.一貫的獎勵政策能夠營造出「付出的努力會獲得適當的獎勵」的信任感。 Consistent reward policies should build a sense of trust that effort will receive a proper reward
3.當無論工作表現是否相稱都給予讚揚時，讚揚就失去作用了。
 Recognition fails when given whether performance merits it or not.
4.慶賀、感激  Celebrate, appreciate
5.不要太籠統（「你很準時。」）要明確一些：「哇！你今天早到了呢！真是太好了，因為…」） Don’t be general (“You are very prompt.”).  Be specific (“Wow!  You came to work early this morning.  That’s really good because…”)

M.績效評鑑系統  PERFORMANCE ASSESSMENT SYSTEM

N.具建設性的矯正行動  POSITIVE CORRECTIVE ACTION
1.請志工描述不當的行為
   Get the volunteer to describe the unacceptable behavior
2.將該行為與個人的自我價值區分開來 
Divorce the behavior form the individual’s self-worth
3.述說此人的一些優點  Say something positive about the person
4.請志工想出一個改善計劃  Ask the volunteer for a plan for improvement
5.在工作表現有所改善時給予讚美
  Give praise for any improvement in performance

O.終止任用  TERMINATION
1.建立一套解除任用的決策系統  Develop a system for making firing decisions
2.預警／告知（切勿出其不意） Forewarning/notice (no surprises)
3.備妥申訴政策  Grievance policy in place

P.宗教組織為什麼會如此地以服務為取向？
    WHY ARE RELIGIOUS ORGANIZATIONS SO SERVICE-ORIENTED?

Q.由宗教組織所提供的社區服務，其附加價值為何？
  WHAT IS THE ADDED VALUE OF COMMUNITY SERVICE PROVIDED BY RELIGIOUS ORGANIZATIONS?
1.政府得以節約大量的金錢支出  Saves the government from spending so much money
2.政府機關通常對社區的某些層面並不感興趣。 Government organizations traditionally are not interested in some aspects of the community.
3.政府通常僅解決表面上的問題，而非較深層的問題。（較為關注短期的改變） Government traditionally solves the surface problems but not the deeper issues. (focus more on the short-term change)
4.宗教組織試圖由內而外的改變行為，亦即改變其動機和價值觀。（看重短期及長期的改變） Religious organizations attempt to change behavior from the inside out, i.e., to change the motivations and values. (value the short-term and the long-term changes)

R.責信  ACCOUNTABILITY
1.有評量才有成果  What gets measured gets done
2.如果您不評量結果，您就無法分辨成功與失敗
 If you don’t measure results, you can’t tell success from failure
3.如果您看不出成功之處，您就無法施行獎勵
 If you can’t see success, you can’t reward it
4.如果您無法獎勵成功，您恐怕就是在獎勵失敗
 If you can’t reward success, you’re probably rewarding failure
5.如果您看不出成功之處，您就無法從中學習
 If you can’t see success, you can’t learn from it
6.如果您無法辨識失敗，您就無法改正它
 If you can’t recognize failure, you can’t correct it.
7.如果您能夠展現成果，您就可以贏得公眾的支持 
If you can demonstrate results, you can win public support.

S.社區評鑑  COMMUNITY ASSESSMENT

T.臺北縣的需要是什麼？我們是否能夠提供協助？
   WHAT ARE TAIPEI COUNTY’S NEEDS? CAN WE HELP?
1.這些都是很好的問題，將會需要更多的討論
 These are good questions and will require further discussion.
2.歡迎與我或我們的團隊成員連繫。
 Feel free to contact me or members of our team.

節錄自2008幸福志工在北現 台北縣社會福利志願服務工作研討會手冊