How is AI changing Social Work?

AI is transforming the way we work across industries, and social services are no exception. AI tools like ChatGPT have opened doors to new levels of opportunity for social workers ranging from accessing resources to automated note-taking to managing client interactions more efficiently. For social service organizations, the implications are vast: improved case management, streamlined communication, and more immediate support can help reduce burnout and enhance outcomes for clients.

However, using tools like ChatGPT isn’t without its risks. Privacy and security are key concerns, and improper use of AI can have serious consequences for both clients and organizations. At Notewell, we've spent a lot of time thinking through the safety and ethics of using AI for social services, and we've learned so much throughout this process. We'd like to share this learning with you, so you can be informed as you consider how you, as a case manager or social worker or organizational leader, can use AI productively, safely, ethically, and responsibly.

How Can AI Strengthen Social Services?

Burnout and high employee turnover are significant challenges in the social services industry, often impacting both staff well-being and client outcomes. Organizations that adopt AI can not only support social workers more effectively but also improve client care, helping to retain skilled professionals and ultimately enhance outcomes for those they serve.

Quick Access to Information and Resources

Starting a new role or familiarizing oneself with policies, procedures, and technical knowledge specific to social work can be overwhelming. AI allows social workers to quickly access information, from policy details to specific resources, at the moment they need it. Instead of digging through documents, social workers can use AI to quickly retrieve information, saving valuable time.

Case Notes: Automated Note-Taking

AI tools like Notewell can automatically record and document client conversations, creating accurate case notes and eliminating the tedium of manual note-taking while allowing case managers to focus more on their clients. Tools like Notewell capture the details of each conversation so social workers don't miss important information. By automating note-taking, they can save time on administrative tasks and focus entirely on engaging with the client instead of trying to provide their full attention while frantically scribbling notes. Improving the quality of client interactions ultimately leads to better-informed case outcomes.

Decision Support and Case Management

AI can act as a helpful assistant when making decisions as a case manager. It can be configured to offer evidence-based insights specific to the technical knowledge for your field. It can also assist in organizing client information, or help in scheduling appointments and reminders. This can be particularly useful in reducing the administrative workload for social workers, who often manage large caseloads. However, it’s essential to emphasize that AI should only be used as a support tool; it cannot replace critical thinking or ethical decision-making. Social workers must still exercise their professional judgment, using AI as a way to enhance—not replace—their insights.

Safety and Ethical Concerns of Using ChatGPT

With sensitive and highly personal client information at stake, it’s crucial that organizations approach this technology carefully. Missteps can lead to serious consequences, not only for client confidentiality but for the integrity of your organization.

Privacy and Data Security

It's easy for anybody to open ChatGPT and feel like they are having a private one-on-one conversation. Conversations might unintentionally involve sensitive information, like the intellectual property of an organization, or health information and the full legal names of clients. The reality is that all of this information is stored, accessed, and used by OpenAI to train its learning models. The way ChatGPT handles your data is not HIPAA compliant, and unauthorized access to client information or the unintentional sharing of sensitive data could erode client trust. In 2023, instances of leaked private conversations raised a red flag concerning the vulnerabilities of ChatGPT. Does this mean social workers should stop using it? Of course not. It can still be an immensely beneficial tool but it means organizations need to be clear-eyed about the risks, especially when it is used it for supporting case-management.

Ensuring HIPAA Compliance

To minimize risk, organizations need to create specific policies that guide AI usage in compliance with HIPAA standards. These policies should cover training on safe usage practices, guidelines for sharing sensitive information, and protocols for managing data confidentiality. While the above will always be necessary, using HIPAA-compliant AI tools like Notewell significantly reduces your risk for human error. It is well known that the social service sector has some of the most overworked professionals, and using an AI tool that has guardrails already built in, can go a long way in supporting you and your team .

Wrap Up

AI tools like ChatGPT are transforming social services by automating note-taking, instantly surfacing relevant resources and documents, and managing cases efficiently. Yet, generic AI tools carry privacy and security risks that social services can’t ignore. Notewell offers the best of both worlds: AI-powered efficiency with a HIPAA-first design, enabling case managers to save hours daily while safeguarding sensitive data. With automated note-taking and decision support, Notewell empowers teams to focus on meaningful client interactions, enhancing outcomes and reducing burnout. For organizations seeking both productivity and compliance, the Notewell team is here to help you achieve your goals. Reach out to us through our contact form by clicking here.

‍

By Julien Hoachuck & Melanie Chan