青少年社会工作服务的绩效考评:困境与选择

Predicament and Choice: Performance Evaluation of Social Work Service with Youth

随着青少年人口结构的变化以及社会治理体制的转型,青少年社会工作服务面临着越来越大的挑战,尤其是青少年社会工作的服务成效倍受关注。本研究以上海市A青少年社工机构为例,综合运用焦点小组和个案访谈等方法,考察了当前青少年社会工作服务绩效考评的现状与问题。通过对机构管理层、一线社工、服务使用者等不同利益群体的资料收集,发现不同主体对社会工作服务成效的理解有着不同的侧重点。就考评体系本身而言,仍突出存在着难以有效度量青少年社工的实际服务投入、单向度的量化取向倒逼社工的逆向选择、考评体系的实用主义逻辑对社工服务成效感的桎梏等问题。而制约服务成效的原因则在于当前青少年事务社会工作服务传递系统的结构性限制、社工自身的主体性不足以及两者间的交互作用,这需要对原有的考核体系进行重构。

With the shrinking population of adolescents in the whole and the shift of social governance system,social work services for youth have been confronted with a growth of challenge. And the effectiveness of social work service on youth affairs has been greatly debated. This study takes A,a social work organization for youth in Shanghai,as an example,to explore the progress of performance evaluation for social workers in nonprofit social service organization.Focus groups of two kinds respectively on service mangers and frontline social workers from 12 districts,and individual interviews with service users were conducted. It finds that,the stakeholders underlined different facets towards social work services quality. In terms of the evaluation system,there are still certain problems,such as the difficulty of effectively monitoring the service inputs by social workers,the adverse selection for social workers due to the current quantitative approach of performance system,and the control of pragmatic logic of the evaluation system over the frontline services. The relatively limited effectiveness of social work services could be ascribed to the interaction between the structure of service delivering system and the agency of social workers. These findings shed light on the localization of performance evaluation system.