Carolyn Woodard explores voice AI in the social services sector with Chip Kennedy, founder and CEO of CivicReach, a technology company building AI-powered communication tools for nonprofits and government agencies delivering human services. Chip brings a rare dual perspective: years as a technologist and startup founder alongside his role and experience running a nonprofit serving families experiencing homelessness.

When people we serve need information, how can we get it to them? When our nonprofits free up employee time by using technology - in this case Voice AI to answer simple questions in incoming calls - what else can those staff members do with that time? Can emerging technology help staff up government agencies and nonprofits who are chronically understaffed and under resourced, without losing the trust of the communities they care about? 

The conversation digs into how voice AI is helping under-resourced social services organizations close the gap between people asking for help and the staff trying to reach them. Chip is candid that voice AI is not the right fit for every organization, and he shares how to evaluate whether it is right for yours. 

He also makes a compelling case that AI-driven phone intake is not a job displacement risk in human services – a sector so chronically understaffed that organizations are more likely to redeploy freed-up staff capacity than lose positions.

Carolyn and Chip discuss:

• Why human services is one sector where job displacement fears around AI largely don't apply – and what freed-up staff capacity actually looks like in practice.
• How to evaluate whether voice AI is a good fit for your organization before committing to a vendor. What are the questions to ask about their business model, their data policy, and their understanding of your nonprofit mission.
• The value of running a structured technology pilot, why more nonprofits should be asking vendors for one, and how to ask.
• How to build internal champions and skeptics into your pilot team so you get honest feedback at the end.
• Three questions every nonprofit should ask any AI vendor: where does your data go, how will our organization have to change, and how do you plan to stay sustainable?

Resources Mentioned:

• CivicReach – https://civicreach.ai

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