Putting people first in AI adoption at Rethink Mental Illness and Mental Health UK

The rapid growth of artificial intelligence (AI) technology has revolutionized the way people do business, including in the mental health sector. By adopting AI, we can significantly reduce time-consuming administrative tasks, allowing our dedicated staff to focus more on the people who need our support. Leading this transformation is Matthew Hill, our Director of Technology Innovation, at the forefront of integrating these cutting-edge solutions to improve our services.

I am lucky to see every day the positive impact our work has on the thousands of people living with or affected by mental illness across the UK. I am also fortunate to work with some of the most committed and passionate colleagues who choose to dedicate their careers to playing their role – some are new to the sector, others who have been with us for decades, and all those who lie in between, each bringing a personal touch and an unparalleled drive to do our best for the people we represent, which makes us the organization we are today. These are qualities that no technology will ever be able to replicate. It is this human element that makes each of them our greatest asset.

While our people will always be invaluable and irreplaceable, the environment and world in which we operate is changing rapidly, as are the expectations of the communities we serve from organizations like ours. My role gives me a unique perspective on how technology is transforming the way we work and the way we deliver our services. It’s clear: the rapid evolution of this next generation of artificial intelligence (AI) will change the way we work in the future, representing an incredible opportunity for organizations like ours and the charitable sector to ensure we let’s invest in people to prepare them to benefit.

“AI often fuels fears of mass replacement of humans by machines and the threat of losing the very personal connection we have with what we do, but it doesn’t have to be that way. and I think we would lose something very important. special if we let this happen.

Instead, few would argue that by adopting AI with a clear, ethical, and people-centered approach, these tools can help us reach more people, reducing the valuable time our colleagues spend administrative and low-value tasks, and empower them to focus on the meaningful work they are passionate about – the very reason they joined our organization and the fundamental reason we exist.

Despite the vast capabilities and potential of AI, a shocking 75% of UK workers do not understand how to effectively use AI in their role, despite 89% expressing interest in it. learning. Even though the demand is clear, it remains unsatisfied, since only 39% of those surveyed have received some form of training. Of these, the majority are technology-focused positions, such as IT and data, or executives, suggesting that many, if not most, of the workforce are absent, resulting in a cost growing opportunity for our charity and those we employ.

AI is no longer on the horizon

AI is no longer a distant concept or the preserve of the world of technology and passionate TED talks, but it is increasingly ingrained in our daily lives, often in ways we might not notice. not even be. For us, this means rapidly rethinking how we operate as an organization, how we reach people in need, how we deliver services effectively, and the skills we need in our people to do this.

We see AI as a powerful tool to support, not replace, the vital work our teams do every day. Used to streamline processes, reduce time wasted on administrative tasks, and accelerate idea generation, AI has the potential to free up time so our staff and volunteers can focus on what really matters and what what humans are naturally good at: engaging. people, building relationships and passionately representing the people we exist for. Whether it’s improving service delivery, providing us with higher quality information to inform our decision-making, or expanding our reach to those who need us most, AI has the potential to transform every aspect of our work.

A people-first approach to AI adoption

However, AI is not without its challenges. Although the opportunities are immense, AI is a double-edged sword. If used incorrectly, it risks eroding the human connection at the heart of mental health provision. Over-reliance on AI-generated results, or deploying tools without a full understanding of their limitations, could lead to unintended consequences such as the perpetuation of bias or misinformation, or even the erosion of trust of our suppliers and those who use our services.

That’s why our approach focuses on investing in our people to prepare them for this new era, giving them the knowledge to use these tools effectively, exercise judgment on their results and remain accountable for their use. Our goal is to ensure that AI enhances the work of our staff and volunteers, without replacing the unique human qualities they bring to their roles.

“By equipping our people with the skills, knowledge and confidence to make informed decisions, we are empowering them to use AI as a tool to improve and amplify their work. »

It is clear that AI will impact every role and function within our organization and beyond – from frontline service delivery to enterprise services, fundraising and supporter engagement . As an employer and as an individual who is passionate about what we do, I believe we have a duty to prepare all of our staff for this new era, ensuring they are ready to exploit the AI as a force for good and preparing it to face risks. and the challenges it simultaneously brings. This doesn’t have to happen tomorrow, or next quarter, but right now to ensure we are not left behind or swept away by the tide of change.

So what do we do about it?

In April 2024, we became one of the first charities in the UK to implement a formal AI adoption and use policy, paving the way for the adoption of this next generation’s capabilities of software in our sector by making it our first priority to give staff a clear framework from which to act. This policy governs the ethical and appropriate use of AI in all our charitable activities, ensuring that our deployment of AI is consistent with our values ​​and mission.

At the same time, we created an AI Committee – a cross-functional team of over 40 employees representing all aspects of our charity, including fundraising, service delivery, corporate services, web teams and more Again. This committee plays a crucial role in sharing knowledge, promoting collaboration, and collectively navigating the rapidly evolving AI landscape.

“We are proud to be pioneers in this field, but we believe we are stronger when we work with others.”

By reaching out to other charities and non-profits large and small, we aim to share our expertise, ideas and learnings around AI, sharing the progress and learnings we have already made and learning from the experiences of others. Also. Collaboration and openness are essential to ensure that AI brings benefits not only to our organization, but to the entire industry. Together, we can create an open and inclusive space to explore the potential of AI, ensuring it strengthens the collective impact of organizations working to serve their communities.

Policy > Training > Adoption

Building on this solid foundation of governance, and as we enter the third year of our Future Technology Services 2022-2024 strategic plan, we are taking the next bold step. We are proud to be the first major charity – and one of, if not the first, major UK organizations – to introduce comprehensive AI training for every one of our colleagues, including our paid staff and our invaluable team of dedicated volunteers around the world. the nations.

We invested in creating this training, from scratch, to allow us to:

• Educate our teams on how AI works and the data that powers it.
• Highlight the risks of bias, misinformation and ethical concerns.
• Equip staff to use AI tools responsibly and effectively to improve their work.
• Protect the privacy of our data and the personal information we are responsible for protecting.

This is just the beginning. This training is the first part of a planned training series designed to upskill our workforce for the AI ​​revolution that is no longer on the horizon, but is already part of our daily lives, as we see it. choice or not. and even as employees take their first steps in using AI, many do so without proper guidance or permission from management. We want to solve this problem and ensure our people feel confident, prepared and ready to lead the way in this new era, and to do so safely.

Why we are taking this action today, not tomorrow

AI will undoubtedly play an increasing role in how we deliver mental health services and how we run our organization. The opportunities to achieve good are immense, but we must proceed with caution, ensuring that we maintain the human connection that is so vital to our work. Now is the time to act, invest in the future and prepare our organization and our employees for this transformation.

Matthew Hill is Director of Technology Innovation at Rethink Mental Illness and Mental Health UK. Prior to working at Rethink Mental Illness, Matt held a number of cross-functional roles within the mental health, homelessness and social inclusion sector. Matt is responsible for leading and developing the IT department and the organization’s strategy to innovate through technology.