緊急疏散乃是車站安全的重要議題，更是災害期間減少傷亡的最佳解方。過往發生於地下車站的火災事故往往造成嚴重傷亡，且站體封閉特性更不利於疏散行動，因此第一線工作人員的判斷決策與疏散引導極為重要，將影響疏散效率與安全性。隨著高齡化與身障人數增加趨勢，既有法規與車站疏散相關研究，對該族群的疏散尚未有完善規範與深入著墨，故有探討的必要性。
本研究以第一線從業人員視角，探討在地下車站進行火災疏散的認知困難。本研究將緊急疏散流程以時間軸區分三階段，並提出H-SHELLO 模型作為區別影響疏散因素依據，此模型除了涵蓋人、軟體、硬體、環境與組織的互動概念，亦導入弱勢族群疏散與阻礙逃生議題，以此作為問卷設計基礎提供從業人員進行填答。在驗證方法上，為檢視從業人員於不同階段的認知困難，使用可客觀衡量試題困難度與分析受試者能力水準的多向度Rasch測量模型。
經實證分析，行控與站務同仁共同認為「部門間缺乏疏散經驗分享」、「公司提供車站人力不足」、「目前存在同事間事件處理經驗落差」、「火警現場存在部門間資訊不對稱」與「車站內火警通信系統使用不熟悉」為困難度較高試題。另行控認為「錯誤疏散行為」為疏散期間不利因素，站務則以「行動不便者等弱勢族群之垂直疏散配套缺乏與現場識別」視為疏散困難點。在能力表現上，行控資歷較長者與站務有較多教育訓練與緊急設備操作經驗者有較高能力。在弱勢族群疏散議題發現，受過相關訓練者雖有較高能力，但可能因受訓經驗了解應對該情境之不易而有較高困難認知。此外，各階段的能力表現互有關聯，人員在事前準備是否充分，將直接影響後續應變與疏散階段的應對表現。
本研究建議營運單位可針對員工較高認知困難處透過教育訓練予以增能，並檢視現有計畫不足之處研擬相關對策，以建構更為完備的緊急疏散計畫。

Emergency evacuation is a critical issue for station safety and the most effective solution for reducing casualties during disasters. Among these, The judgment and guidance of station staff are key factors determining the success of an evacuation.
This study examines cognitive difficulties faced by MRT staff during fire incidents in underground stations. It identifies factors influencing evacuation, incorporates issues related to disabled people and factors that hinder escape, and employs the H-SHELLO model as a framework for interface classification and questionnaire design.
The research involved surveying train controllers and station staff and utilized a multidimensional Rasch model to analyze cognitive difficulties across various interfaces. The results indicated that both groups identified several high-difficulty items, including: “Lack of opportunities for departments to share evacuation experiences”, “Insufficient staffing at station”, “Experience gaps among colleagues in incident handling”, “Information asymmetry between departments”, “Unfamiliarity with the use of the fire communication system”. Additionally, train controllers identified “passenger inappropriate evacuation behavior” as a challenge, while station staff highlighted the difficulties in “identifying disabled people and assisting them with vertical evacuation. In terms of performance, train controllers with longer service experience and station staff with more training and experience in operating emergency equipment demonstrated superior capability levels. Furthermore, performance across phases is interrelated, with preparedness influencing subsequent responses. The study's findings provide valuable insights for operators to identify cognitive difficulties among employees, facilitating the development of targeted training and response strategies to improve the emergency evacuation plan.

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