因時代與社會的快速變遷以及醫療衛生的進步，我國生育率與死亡率皆呈現明顯下降的趨勢，人口結構因而產生極大的轉變，快速趨向於高齡化社會的趨勢，這使得長期照顧需求的人數也在短短的時間內快速增加。因應未來長期照顧服務需求人數快速增加，照顧服務人力嚴重缺乏狀況之下，開發新的從業者投入長照2.0是當務之急，不但能讓更多已完成照顧服員培訓之新住民與原住民加入長期照顧服務第一線服務人力，更能培力與整合多元文化背景的就業者。
本研究透過原住民與新住民居家服務員在跨族群提供服務之感受與歷程之陳述，並配合居服督導協助居家服務員提供跨族群服務之督導經驗，探討目前原住民與新住民居家服務員在跨族群提供服務與案家之互動、溝通、認知、與文化差異所造成服務衝突與困境。
本研究以立意取樣方式訪談4位原住民與4位新住民工作年資達2年以上之居家服務員共8位及2位居服督導，採質性研究的個別訪談方法，研究結果如下：
一、跨族群提供服務的衝突與困境有四點：1.體制與偏見的問題、2.語言溝通的問題、3.文化信仰差異的問題、4. 跨族群居家服務友善職場環境缺乏的問題。
二、成功因應跨族群服務的衝突與困境之經驗有四：1.從同理、接納與尊重的正向態度面對族群偏見的議題、2.加強溝通技巧，努力提升專業知能、3.與同儕交流經驗強化資源網絡量能，以增進尋求資源和求助能力、4.建立民眾正確使用居家服務的認知，並修訂具體使用規範。
最後，作者從研究結果提出未來照顧服務員培訓需求及督導機制之相關建議，以利台灣長期照護領域中之居家式照顧相關服務提供單位參考。
關鍵字：原住民、東南亞新住民、居家服務、跨族群 

Due to the fast changes in the era and society, as well as the progress in medical care and sanitation, domestic fertility rates and mortality rates all showed significant descending trend. Therefore, there was a huge transition in the population structure, which it changed quickly into an aging society. Consequently, the population with the need of receiving the long-term care has increased in a very short period. To cope with such increased need for long-term care services in the future under the circumstances that there was a serious shortage of labor of care services, it is inevitable to introduce new practitioners to join the long-term care 2.0. It not only allow more new-migrants and aboriginals who have finished the training of long-term care service to join the first line of long-term care services, but also incubate and integrate the employed personnel of diverse cultural backgrounds.
This study included both the statements of home care workers of the aboriginals and new-migrants whose feelings and processes in providing cross-ethnic services, and the supervising experiences of home service supervisors working with home care workers in providing cross-ethnic services. Then, it investigated the service conflicts and dilemmas, due to the interaction, communication, cognition, and cultural differences between the service users and service providers, as faced by the aboriginal and new-migrant home care workers in providing cross-ethnic services.
In this study, a purposive sampling method was used to interview four aboriginal and four new-migrant home care workers who have been working for more than two years and two home service supervisors. A qualitative approach with face-to-face interview method was conducted. Results of this research were as follows:
First, the conflicts and dilemmas from providing cross-ethnic services were four: 1. Problems from the service system and prejudice, 2. Problems of language and communication issues, 3. Problems due to cultural and religious differences, 4. Problems due to the lack of a friendly vocational environment for cross-ethnic home services.
Second, experiences of successful responding to conflicts and dilemmas of cross-ethnic services were four: 1. Face the issues of ethnic prejudice from positive attitudes of empathy, acceptance, and respect, 2. Reinforce communication skills and make efforts to enhance professional technique, 3. Strengthen resource network capacity by exchanging experiences with peers, so as to enhance the ability to seek resources and help, 4. Set up the cognition of correct use of home care services for the public, and revise regulations of specific usage.
Finally, based on the research results, the author proposed suggestions concerning the needs for training of home care workers and the supervision mechanism in the future, for the reference to home care related services in the long-term care field in Taiwan.

Key words: The aboriginals, the new-migrants from south-east Asia, home care services, cross-ethnic