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| Title: | 移工權益保障措施對移工權益改善之影響—以1955移工專線為例
The Impact of the Government Protective Measures on the Foreign Workers` Rights and Interests in Taiwan: A Case Study for the 1955 Foreign Workers’ Hotline |
| Authors: | 廖苑芬
Liao, Yuan-Fen |
| Contributors: | 劉梅君
廖苑芬
Liao, Yuan-Fen |
| Keywords: | 移工權益保護
1955移工專線
Protection of rights and interests of foreign workers
1955 Foreign Workers’ Hotline |
| Date: | 2023 |
| Issue Date: | 2023-09-01 15:38:41 (UTC+8) |
| Abstract: | 我國自1989年開放引進移工以來，移工在臺人數持續增加，至2023年6月已達73萬9,496人。面對移工權益保障及移工權益改善的聲浪，我國自2009年開通1955移工專線，迄今約14年，面對持續增加的移工人數，1955移工專線是否仍持續受移工認同，並具權益改善之效果。本研究先以1955移工專線10年間的進線資料進行分析，接著透過訪談安置中心、曾使用該專線的移工、地方政府及1955移工專線接線服務員等利害關係人，了解其對專線的認知與態度，進而分析1955移工專線之執行是否具有成效。
研究發現，1955移工專線對移工權益改善具正向影響，無論是移工主動或由朋友建議，當移工對勞動法令或政策有所疑慮，願意透過1955移工專線取得資訊，若遭遇不當對待時，1955移工專線也成為移工重要申訴管道。另1955移工專線的3大特色及緊急申訴功能受移工肯定，提供24小時、全年無休、免付費及多國語言之諮詢申訴服務，其中緊急申訴案件在處理機制上結合跨單位協助，能排除立即的危險，而1955移工專線接線服務員因定期的教育訓練，面對緊急案件亦能夠即時受理及派案，並持續關心地方政府案件處理進度，令移工安心。而教育訓練將是1955移工專線持續精進的關鍵，透過不斷的教育訓練，培養服務人員的知能，以增加專線服務效能，持續增進移工權益改善之效能。
因1955移工專線為第一線資訊傳遞及資訊接收的角色，專線的服務品質有助於後續地方政府精準處理申訴案件，因此，針對1955移工專線，本研究有5點建議：加強接線服務員教育訓練的廣度與深度、獎勵績優接線服務員並重視其經驗傳承與知識交流、檢視接線服務員配置情形並專責勞資爭議案件受理、調整統計數據資料使資訊更詳實，以及汲取地方政府查察時的成功經驗，持續優化案件處理機制。另針對移工在臺工作政策，則歸納3點建議：強化雇主聘僱外國人所應有的知識與態度、檢討仲介收費制度並合理化收費標準，以及家庭看護工的勞動條件保障應更加關注。在政策與權益保障措施的同步調整，期望能對移工工作權益保護更具效益，降低勞資爭議情事，讓勞資關係能夠更加安定。
Since Taiwan opened its labor market to foreign workers in 1989, the number of foreign workers has continued to increase, reaching 739,496 in June, 2023. In response to the growing demand for protection and improvement of foreign workers’ rights and interests, Taiwan launched the "1955 Foreign Workers’ Hotline" in 2009 and has been in operation for over 14 years. The continuous increase in the number of foreign workers made it important to assess whether the 1955 Foreign Workers’ Hotline receives recognition from foreign workers or whether it has been effective in improving their rights and interests. This study firstly analyzed calls to the hotline received over the past 10 years and then conducted interviews with stakeholders such as resettlement centers, foreign workers who have used the hotline, local governments, and hotline operators in order to understand their perceptions and point of views towards the hotline. Through this analysis, the effectiveness of the implementation of the 1955 Foreign Workers’ Hotline can be evaluated.
This research has found out that 1955 Foreign Workers’ Hotline has a positive impact on improving the rights of foreign workers. Whether it is initiated by foreign workers themselves or suggested by friends, when they have doubts regarding labor laws and policies, they are willing to call and obtain information through the 1955 Foreign Workers` Hotline which has become an important channel for them to file complaints if they are treated unfairly. Furthermore, there are three major features of the 1955 Foreign Workers` Hotline, in which its emergency complaint handling function is highly recognized by the foreign workers. It provides 24/7 all year-round, toll-free, multilingual, consultation and complaint services. The handling mechanism for emergency complaint cases involves collaboration among multiple agencies to eliminate immediate dangers. The 1955 Foreign Workers` hotline operators are capable of promptly receiving and assigning emergency cases due to regular education and training. They also consistently follow up on the progress of the cases with local governments, providing assurance to foreign workers. Continuous education and training is the factor in improving the effectiveness of the 1955 Foreign Workers` hotline. Through continuous education and training, their knowledge and abilities are developed to enhance customer service efficiency and continuously improve the effectiveness of protecting the rights and interests of foreign workers.
As the 1955 Foreign Workers` Hotline plays a crucial role in information dissemination and reception, the quality of hotline services contributes to the precise handling of complaint cases by the local governments. Therefore, this study have five suggestions for 1955 Foreign Workers` Hotline: strengthen the breadth and depth of education training of hotline operators, rewarding and valuing outstanding operators and emphasizing their experience and knowledge sharing, reviewing the allocation of the operators and their responsibilities for handling labor disputes, adjusting statistical data to provide more comprehensive information, learn from successful experiences during local government inspections and continuously optimize the case handling mechanism. In terms of policies regarding foreign workers` employment in Taiwan, there are three suggestions: strengthening employers` knowledge and attitudes regarding the hiring of foreign workers and ensuring that they possess the necessary understanding and mindset, reviewing the agency fee system and rationalizing fee standards aiming for a more fair and reasonable fee structure, and paying more attention to live-in foreign caregivers to ensure their labor conditions and protections. Through synchronized adjustments of policies and measures for safeguarding rights and interest, it is hoped that the protection of foreign workers` labor rights will be more effective, labor disputes will be reduced, and labor-management relationships will become more stable. |
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| Description: | 碩士
國立政治大學
勞工研究所
107262017 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G1072620171 |
| Data Type: | thesis |
| Appears in Collections: | [勞工研究所] 學位論文
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