AI and the Social Service Sector (webinar recording)

At the May 2025 AI for Social Impact Gathering, IslamicFamily's Omar Yaqub shared insights into how AI is being used to support social workers and strengthen social service communities. It promises to be a thoughtful and energizing session.

Context

• Social services are often bureaucratic and create painful experiences for vulnerable populations.
• Frontline workers face heavy administrative burdens — only 20% of time spent on direct service.
• Example Scenario: A social worker must reject a mother in need due to rigid eligibility, repeating a traumatic cycle.

Solution: Transform Platform

• Developed as a social service tool to prioritize people-centered design and AI-assisted efficiency.
• Starts with consent-driven data collection (client retains control of data sharing).
• Holistic intake replaces program-specific assessments, connecting clients to all available services.
• AI helps:
  • Automate reporting
  • Translate and communicate (multilingual/voice notes)
  • Reduce case note time
  • Identify trends and make recommendations

Impact

• Frees up time (up to 20% capacity boost).
• Helps avoid re-traumatization.
• Enables longitudinal data collection.
• Positive adoption across other organizations → 15,000 lives impacted in 6 months.

Cautions

• AI design can introduce risks:
  • Bad UX/data traps (e.g., mandatory phone fields for clients without phones).
  • Bias and inequity if data quality and ownership are not prioritized.
• Ethical considerations:
  • Treating data as belonging to the client.
  • Observing privacy and Indigenous data protocols (e.g., OCAP, CARE principles).