AI in Action: 7 Insights
for I/DD Providers Navigating AI Implementation

AI is evolving quickly, bringing both new opportunities and complex questions to the human services field. Organizations are navigating decisions around selecting the right tools, maintaining data privacy, and creating policies for staff.

To share guidance with organizations considering or starting to use AI, Therap Services hosted a virtual panel, AI in Action: How AI is Shaping Service Provision. In this session, four of Therap’s industry experts shared helpful updates and tips providers should know.

Here are seven takeaways from the session:

1. 1. Keep an Open Mind to Using New Tools.

   Many I/DD Providers are still undecided on utilizing AI. Jason Laws, Therap’s Director of Quality and Data Initiatives, shared this thought on why agencies should consider exploring new technology:

   Human service providers owe it, certainly to all of the stakeholders within the industry, but most importantly, to the people they serve, to do the absolute best job possible in the provision of supports and services. And that means taking advantage of the best tools available. AI certainly fits that bill.

   

   Jason Laws,

   Director of Quality and Data Initiatives

2. 2. You Aren’t “Behind," You’re Right on Time.

   If your agency hasn't adopted AI yet, don't worry. Director of AI Strategy Will Sepesi shared,

   You're not behind if you haven't started yet. It's a great time to get on this wave and start figuring out how you can use it to provide better services and better care.

   

   Will Sepesi,

   Director of AI Strategy

   A growing number of organizations are starting to leverage AI, especially as more tools built specifically for the human services field are released. Solutions like Therap AI now offer the practical assistance and strict data security that agencies need. During the session, the panelists emphasized that adopting AI does not need to be overwhelming. Instead, they recommend starting small: find a few tasks at your agency where AI can help, and try out a secure tool to see how it works for your team.

3. 3. Your Staff Are Likely Already Using AI.

   Karen Niedermeier, Associate Director of Business Development at Therap, warned that even if your agency hasn't officially rolled out AI yet, staff members might already be using these tools on their own. "Your staff are likely already using AI. The important piece is to be educating them on making sure that it's not compromising information and that it's not risking HIPAA issues," she said. Providing clear guidelines, policies, and training can empower staff to use AI responsibly.

4. 4. AI Needs Good Data in Order to Assist You.

   AI is great at interpreting large amounts of data. This is especially valuable to I/DD Providers, who collect data constantly through daily documentation. AI can analyze that data to deliver impactful summaries, reports, and insights; however, it relies entirely on the quality of information given.

   Fayonne Johnson, Therap’s Associate Director of Support, reminded attendees that AI is not a replacement for staff entering detailed documentation:

   A big misconception for a lot of people is that AI is this magic wand that's going to solve their problems, or do their documentation better, and that's not the case at all. If anything, AI is a gigantic mirror; it's going to reflect, and in some cases, amplify what you have in your system. It can't summarize or analyze if the information is absent or incomplete

   

   Fayonne Johnson,

   Associate Director of Support

   Jason Laws, Therap's Director of Quality and Data Initiatives, echoed this sentiment, noting that "the most powerful tool in the world can't do much if the data that's getting fed into it is either inaccurate or sparse." By prioritizing thorough daily documentation, your team builds the strong data foundation required for AI to offer meaningful assistance.

5. 5. Human Expertise Remains Essential.

   Many people are afraid that AI will replace human jobs. The panelists provided some reassurance. Niedermeier stated that the expertise and judgement of human services professionals is irreplaceable, even when using AI:

   You are still the experts. What AI is doing is helping you have all of the tools you need to make better decisions about the care that you're providing. It's not making decisions for you. It's not replacing your professional, human judgment

   

   Karen Niedermeier,

   Associate Director of Business Development

6. 6. You Are Responsible for Documentation Created with AI.

   More I/DD Providers are using AI than ever before, and even state and federal agencies like CMS are also adopting it for auditing purposes. As a result of this rapid growth, new regulations and policies are being established across the country. Niedermeier pointed out that the number of states with active AI policies jumped from 2 to 46 in the last few years. While she recommended looking into your state’s guidelines, she emphasized one core fact that all providers need to understand:

   "AI documentation equals provider documentation. [Auditors] don't really see a difference. You hit submit...that becomes your documentation," she said.

   Niedermeier stressed that this fact shouldn’t scare people away from adopting AI, but encourage everyone to maintain proper oversight and governance. Every AI‑generated summary or report should be reviewed before it is submitted to confirm that the documentation is accurate and aligned with state and federal regulations.

7. 7. Choose Reliable Tools That Fit Your Agency’s Needs.

   For leadership at I/DD organizations, choosing an AI platform can be a tough decision. The panelists recommended considering options that offer HIPAA‑compliant data security and are able to understand and assist with tasks specific to the I/DD field. They discussed why Therap AI is a great option and shared some of its latest features:

   • AI Analyses: Evaluates months of documentation to quickly summarize information like daily notes, progress toward goals, health trends, and generates helpful insights that empowers staff to provide more informed, person‑centered care.
   • QA Assistant: Scans daily note entries as they are submitted to detect potential issues or missing documentation and give staff actionable feedback for better documentation.
   • Fatal Five Dashboard: Identifies risk factors of high‑fatality conditions like aspiration, dehydration, or bowel obstruction, and aggregates data into a single view for better clinical management and proactive care.
   • AI Translator: Quickly and accurately translates PDF documentation into over 50 languages within Therap’s secure system, empowering agencies to give staff and guardians access to records in the language they understand best.

   Johnson spoke about the benefits of having a technology partner like Therap that understands the human services field and can help I/DD Providers navigate AI use amid the shifting landscape and regulations:

   "AI is moving rapidly. There's a lot changing, and Therap wants to tap into all of the decades of experience and relationships the company has built. With over 20 state and local government contracts, Therap looks at how it's done around the country to build a responsible system with best practices and data security in mind. Tools are being built to solve problems for things our team members lived through themselves," she said.