本研究目的為探究臺灣長期照護居家服務督導員(居督員)的工作經驗，包括內涵與歷程。本研究採用反思性主題分析法，採半結構深度訪談來蒐集資料。十名居督員參與本研究，男性3位、女性7位，平均年齡為34.1歲，居督員年資為二到五年。研究結果呈現以下主題。首先，受訪者描述居督員的工作內涵，包括成為居督員的契機、角色特色與工作壓力。居督員的角色包括教育訓練者、諮詢者、行政管理者、協調者、及考核評量者。居督員的功能分為行政、教育和支持，包括排班、教育訓練、溝通、輔導、項目執行及危機處遇等。其次，受訪者指導與協助居家服務員(居服員)進行居家服務，包括協助新手居服員適應工作、進行居督員的專業訓練、協助居服員處理工作問題，也協助服務對象及其家屬進行溝通。再者，居督員頻繁與其他人員互動，包括A個管、機構主管，了解其對服務的要求。最後，居督員的工作歷程可分為新手、熟練、及持續成長階段。整體而言，居督員需耐心與毅力，以宏觀角度審思及釐清問題癥結，衡量服務對象、家屬的需求、期待及要求，掌握居服員的特色與能力、優勢與弱處，也顧及機構的規範及服務的標準，採問題解決及情緒紓解等因應技巧，以利居家服務順暢進行。居督員的角色及功能多元，思考及釐清服務對象、家屬、居服員、機構管理者的互動情況，尤其掌握居服員的特色與優勢，妥善督導及協助其進行居家服務，嘗試開放、多元、彈性方式處理問題與因應各式需求，提供良好居家服務品質。

This study aims to explore the work experiences of home- service supervisors at long-term care institutions in Taiwan, focusing on both the content and process of their experiences. A narrative research approach was adopted, utilizing semi-structured in-depth interviews for data collection. Ten home-service supervisors participated in this study, including three males and seven females, with an average age of 34.1 years and a tenure of two to five years in their positions.
The research findings highlight several key themes. First, the participants described the scope of the home-service supervisor role, including the motivations for entering the profession, role characteristics, and work-related pressures. Supervisors function in multiple capacities, serving as trainers, advisors, administrators, coordinators, and evaluators. Their responsibilities span administrative, educational, and supportive functions, including scheduling, training, communication, guidance, project implementation, and crisis management.
Second, the participants discussed their role in mentoring and assisting home-service workers, particularly in supporting new employees’ adaptation to the job, providing training, addressing work-related challenges, and facilitating communication with care recipients and their families. Third, home-service supervisors frequently interact with other personnel, including A care manager and institutional administrators, to understand their expectations and requirements for service delivery. These interactions play a crucial role in ensuring service efficiency and maintaining organizational alignment.
Finally, the work progression of the home-service supervisors can be categorized into three stages: novice, proficient, and continuous growth. Generally speaking, the supervisors viewed that effective supervision requires patience and perseverance, as they could adopt a holistic perspective to analyze and clarify core challenges; balance the needs, expectations, and demands of care recipients and their families; and understand the strengths and weaknesses of home-service workers. Additionally, the home-service supervisors must adhere to institutional regulations and service standards, employing problem-solving and emotional support strategies to ensure smooth service delivery.
The multifaceted nature of the home-service supervisor’s role necessitates thoughtful consideration of the dynamic interactions among care recipients, family members, home-service workers, and institutional managers. Particularly, the home-service supervisors must recognize and leverage the unique strengths of home-service workers, providing appropriate guidance and support to enhance service quality. By adopting an open, diverse, and flexible approach to problem-solving and addressing various needs, the home-service supervisors contribute to the delivery of high-quality home services in the field of long-term care in Taiwan.