AI in the Nonprofit Human Services: Distinguishing Between Hype, Harm, and Hope

Human service organizations (HS) are important for serving historically underserved communities, faces challenges adopting digital technologies. The emergence of generative AI (GenAI), such as OpenAI's ChatGPT, presents unprecedented opportunities and risks for the sector. This paper explores how GenAI, with its easy to use interface and ability to automate tasks, could enhance nonprofit operations, from fundraising to program evaluation. However, its adoption is not without significant concerns, including data privacy, algorithmic bias, and misinformation risks. The sector must navigate the "hype cycle," balancing optimism with cautious, responsible implementation. By understanding GenAI's capabilities and limitations, leaders can craft policies that align with nonprofit values, ensure ethical deployment, and protect marginalized populations. Encouraging staff experimentation, developing AI literacy, and fostering collaboration are essential steps to integrate AI responsibly. We offer a roadmap for nonprofits to engage GenAI's potential while safeguarding against harm, fostering innovation, and supporting mission-driven outcomes.