社会工作服务站标准化建设的实践及困境——基于B街道社工站的案例研究

Practice and Predicament of Standardization Construction of Social Work Service Station:A Case Study Based on B Street Social Work Station

建设运营乡镇(街道)社会工作服务站是解决基层社会服务能力不足的重要路径,标准化建设是提高社工站服务专业化水平、推动服务质量改进的有效举措。本研究以广州市B街道社工站的标准化建设实践为案例,梳理了社工站标准化建设的策略,并基于站点工作者在标准化实践中的体验和评价剖析了标准化建设遇到的困境。研究发现,社工站标准化建设增强了其对社区居民的吸引力,提升了站点工作者的工作效率、工作能力和专业信心。但是,标准化实践中存在着标准化与专业自由裁量权的实践困境,站点工作者关于标准化的认识及实务能力的差异影响了标准化建设的成效;站点工作者在整个标准化实践中的主动性不强、参与度不足,在标准化实践中较为被动。基于此,本文提出要在标准化的刚性与社会工作专业实践的灵活性之间找到平衡;强化对站点工作者的培训、提高其处理复杂情境的能力;将标准化建设视为推动社会治理水平提升的重要过程,注重吸纳多元主体的参与等改进措施。

Building and operating township(street)social work service stations,through professional and precise services to make up for the shortcomings of strengthening urban and rural grassroots,especially rural people's livelihood services,is an important path to solve the lack of social service capabilities at the grassroots level,and it is also an important opportunity to promote the institutionalization of social work in China.Due to the shortage of professional social work talents,weak knowledge of localized social work practice and the problem of administrativeization of services in embedded development,the construction of social work service station has emerged with prominent problems such as targeting and quantification of services,and lower than expected quality and effectiveness.Standardization construction is an effective measure to improve the professionalization and service quality of social work stations.This study takes the standardization practice of social work stations in street B of Guangzhou City as a case study,sorts out the strategies of standardization construction of social work stations,and analyzes the dilemmas encountered in the standardization construction based on the experiences and evaluations of station workers in the standardization practice.Three specific strategies are adopted in the standardization construction of this social work station.Firstly,a multi-faceted cognitive education was conducted around the meaning,tasks,specific contents,and ways to implement policies of the standardization construction for social work stations,so as to enhance the site workers'policy recognition of the standardization construction.Secondly,the standardization of construction was promoted in four dimensions:service content,external image of the station and workers,service records and data management,and space materials and equipment.Finally,a supervisory team consisting of the head of the social work station,service recipients,and third-party supervision agencies was formed to regularly evaluate and supervise the standardization construction of social work stations according to the standardized construction index system.The above strategies have enhanced the attractiveness of social work service stations to community residents,improved the accuracy and professionalism of services,and enhanced the efficiency,work capacity and professional confidence of workers.The following problems have emerged in the standardization construction of social work stations.First,there is a conflict between standardization and the professional discretion of station workers.When the workers designed the service plan with the standardized construction requirements,they encountered the dilemma that the service could not be recognized by the residents and there were not enough actual participants.Second,due to the rapid promotion of standardization construction,site workers’understanding of the meaning and function of standardization construction remained superficial,which makes some workers resistant to it.In addition,the workers'practical abilities were inconsistent,and some of them encountered difficulties in practicing the requirements of standardization construction,especially in implementing specialized terms,theories,and methods.Therefore,they lack of willingness to promote standardization or they operate according to their understanding,which makes the practice of standardization construction“deformed”and weakened the effectiveness of construction.Third,the original workload of site workers has been saturated,the increased workload in the process of standardization makes some workers ambivalent about its attitude.Fourth,the limited number of participants in the standardization construction limits its positive function in grassroots governance.Standardization is a feasible strategy to promote the high-quality and sustainable development of social work stations,and an important tool to promote the continuous improvement of the quality of social work professional service.Based on the current dilemma encountered in the standardization construction of social work stations,this paper puts forward the following suggestions.First,In the design of the standards,the standard setters should keep an open attitude and explore the common ground between the standards and the experience and daily services of social work service station workers,so that the content of the standards can accurately reflect the unpredictability and flexibility of the service practice of socialwork stations. Second,we should pay attention to the cultivation of the professional capacity of site workersand the role of training in the standardization construction. The experience and strategies of standardizationconstruction of social work station services summarized in pilot areas and pilot sites can be used to improvethe understanding of site social workers(especially new workers)of the standardization construction,to make them master the requirements of the standardization construction,to enhance their recognition ofthe standardization construction and to improve their ability to think critically and to deal with complexproblems in specific work situations as much as possible. Third,standardization construction needs to activelyinvolve different types of social members as well as site workers,so that standardization can play animportant role in promoting the level of grassroots social governance. Fourth,some unintended and unforeseenconsequences will occur in the standardization process,and it is necessary to adopt scientific and appropriatemethods to monitor the standardization process and be alert to and reasonably deal with those unintendedconsequences.