시각장애인복지관 서비스 효과성의 영향요인 분석

Abstract

ABSTRACT

An Analysis of the Factors Influencing the Effectiveness of Services of Welfare Centers for Individuals with Visual Impairments

Yeom, Ji Ae Advisor: Kim, Yong Seob, Ph. D. Department of Social Welfare, Graduate School of Chosun University

The welfare centers for individuals with visual impairments (“welfare centers”) engage people (“service providers”) to provide welfare services under a delivery system. In this study, the opinions of service providers and beneficiaries of the delivery system have been compared and analyzed, and the factors that affect the effectiveness of welfare service were identified. Also, systematic and realistic plans have been proposed to develop the welfare centers based on empirical results. The purpose of this study is to provide a welfare service that focuses on the beneficiaries by strengthening the effectiveness of welfare services in the future and evaluating basic data to redefine the roles and functions of welfare centers. The analytic framework of Gilbert & Terrell was adopted in this study and it was discovered that the delivery systems of welfare centers are composed of the following elements of organization, manpower, finance and service. Accessibility and participation (under the local community of organization factor); professionalism and accountability (under the manpower factor); appropriateness and sufficiency (under the finance factor); and integration, persistence, equality and appropriateness (under the service factor) were set as independent variables, and achievement of service goals and satisfaction were used to measure the effectiveness of service, a dependent variable. Also, the experience and position of service providers, the degree of disability of the beneficiaries and time of disability onset were regarded as personal traits; location, class of facility and entity type of the welfare centers were regarded as organizational traits; and the two traits were set as moderating variables. Questions were asked to the service providers who work at the welfare centers across Korea and the beneficiaries who used the welfare centers. 220 and 440 copies of questionnaires were distributed respectively to the service providers and the beneficiaries, thereafter 216 and 210 of them were collected back from the service providers and the beneficiaries (after disregarding the questionnaires insincerely answered) and the answers from the collected questionnaires were statistically analyzed. Frequency analysis, descriptive statistics analysis, t test, one-way ANOVA, correlation analysis and multiple regression analysis were conducted to analyze the data, and the results of the analysis can be summarized as follows: First, the descriptive statistics analysis found out that accessibility, participation in local community, professionalism, accountability, appropriateness, sufficiency, integration, persistence, equality and appropriateness were given the average point of 3.00 – the respondents thought positively about them. Manpower appeared to have been recognized the highest, and finance appeared to be recognized the lowest. Second, when the impact of organization, manpower, finance and service factors of welfare centers on achievement of the goals of the welfare service were analyzed, it was found that the accessibility of organization factor, accountability of manpower factor, appropriateness and sufficiency of finance factor and persistence and equality of service factor had a meaningful impact on achievement of the goals of the welfare service. The accountability of manpower was found to have the strongest positive impact, followed by persistency, equality, appropriateness and accessibility, in that order, while the sufficiency of finance was found to have a negative impact. Third, when the impact of organization, manpower, finance and service factors of welfare centers on the level of satisfaction were analyzed, the accountability of manpower and persistency and equality of service had a meaningful impact. The accountability of manpower had the strongest positive impact, followed by persistency and equality, in that order. Fourth, when considering the experience and position of suppliers as the moderating variable between the delivery system of welfare centers and service effectiveness and the disability rating of the beneficiary and the time of disability onset as a personal trait, the disability rating and the time of disability onset did not have any moderating effect, while the experience and position of the service provider did. The experience and position among the personal traits of service providers appeared to have had the moderation effect between: the achievement of goals of service and manpower; and the achievement of goals of service and finance. In general, the longer the experience of or the higher the position of the service provider, the higher the achievement of goals of service was. The impact of manpower and finance on the achievement of goals of service was relatively stronger when the service provider’s experience or position was shorter or lower, than when the service provider’s experience or position was longer or higher. Fifth, location, class of facility and entity type were used as the variables that moderated between the delivery system and service effectiveness of the welfare centers. The location and class of welfare centers had no moderation effect, and the type of entity had a moderation effect in between the organization factor and the level of satisfaction. The level of satisfaction was generally high when the welfare centers’ type of entity was a social welfare foundation, and the organization factor had a relatively greater impact on level of satisfaction when the welfare centers were a corporation than when it was a social welfare foundation. Based on the results of objective analysis that identified the influential factors of the effectiveness of services provided by the welfare centers, the following are proposed: First, the welfare centers must try to improve the accessibility, in terms of the organization factor. The welfare centers may consider setting up their annexes or providing their services through other organizations that provide services for the visually disabled. Second, the welfare centers must train their service providers, so that the service providers will understand the welfare services for the visually disabled and the goals and future direction thereof, to strengthen the accountability of their manpower. Third, the welfare centers must strengthen their case management and post-event management in terms of the accountability of manpower and persistence of service. Fourth, the welfare centers must build financing plans in terms of their finance and service. To achieve such goals, the welfare centers should carefully consider gradually expanding the scope of paid services upon mutual consent between the service providers and the beneficiaries. Fifth, the process of appointing the entity who will operate the welfare centers must be more open and transparent. Lastly, each welfare centers must focus on providing a unique service in addition to their common services. When each welfare centers provide a clearly differentiated and specialized service, the effectiveness of the services that the welfare centers provide will become stronger, and the welfare centers will become more successful.