臺北市政府推動員工協助方案之評估
呂季蓉、戴存溢、陳敦源
《摘要》
員工是組織最重要的資產，為了協助員工解決因為個人因素而導致生產力下降的各項問題，企業透過系統化的專業服務，提供「員工協助方案」（employees assistance programs, EAPs），舉凡與組織議題有關的諮詢或是員工本人及家屬所遭遇的困難，都在服務範圍內，透過有效預防或解決因應的方式，讓員工能身心健康地投入工作之中，藉以提升組織效能。
我國的員工協助方案不僅在私部門受到重視，政府也從2003年起陸續訂頒相關法規，並於2013年正式訂定「行政院所屬及地方機關學校員工協助方案」，惟公務機關囿於人力、經費、時間等相關資源之不足，能否真正落實員工協助方案，進而提升員工生產力及組織績效，又或者只是流於口號、淪為例行性工作之一環，成為本文主要關注的研究問題。本文嘗試以臺北市政府為例，探究機關內部員工對於此方案的滿意度及其實際之成效，一方面運用問卷調查法回收365份有效問卷（回收率91.25%）進行分析，另一方面輔以深度訪談探究影響員工協助方案推動的因素，藉此提出未來推動方向之政策性建議。
研究發現受訪者除了「超時工作方案」外，多數人均對員工協助方案感到滿意，且認為是重要的，雖然普遍認為服務成效較差，但整體而言仍認同員工協助方案有其服務成效；而歸納影響臺北市政府推動的主要因素，包括「長官支持」、「保密倫理制度」及「組織文化」等。有趣的是，研究對象對於推動員工協助方案設置模式的需求程度，與多數文獻所支持「外置式」的論點不同，反而較支持目前「內置式」的推動方式。最後，本研究也發現，臺北市政府推動員工協助方案，在資源整合上與專任人力不足的問題上，確實會影響員工協助方案推動的拓展方式，此部分值得深入研究解決之道。
[關鍵詞]： 員工協助方案（EAPs）、混合方法、臺北市政府、多元管理
An Evaluation of Employee Assistance Programs of Taipei City Government
Chi-Jung Lu, Cun-Yi Dai, Don-Yun Chen
Abstract
From the perspective of human resource management, employees are the most important asset of the organization. In order to improve organizational effectiveness, helping employees solve the performance problems caused by personal factors is more important now. It’s very popular that organizations provide employees with employee assistance programs (EAPs). The consultations related to organizational issues or the difficulties encountered by employees and their families are part of EAPs services.
This study aims to investigate how the Taipei City Government promotes its employee assistance programs, using mixed methods to acquire in-depth and complete data to understand the current situation of those programs and the difficulties during the process of promotion. It also analyzes the factors affecting the results of the implementation of those programs.
This study finds out that respondents were satisfied with the Taipei City Government’s EAPs, except for the “overtime work plan.” Although most respondents thought EAPs are important, they still considered EAPs ineffective. However, as a whole, respondents agreed on the effectiveness of EAPs. Meanwhile, the main factors affecting the Taipei City Government’s promotion of EAPs are senior support, confidential ethics system and organizational culture. Interestingly, different from most literature review, respondents preferred “in-house model” instead of “out-of-house model.” Finally, this study also finds that the problems of Taipei City Government’s promotion of EAPs were the lack of resource integration and the shortage of manpower.
Keywords: employee assistance programs (EAPs), Mixed Method, Taipei City Government, diversity management