Social Work Opportunities and Challenges with Generative AI: A Narrative Study at the Precipice of Automation or Intergration

Background: The purpose of this research is to explore how clinical social workers are experiencing the rapid integration of generative artificial intelligence (AI) in practice, particularly large language models (LLMs). Social work practitioners note both benefits and concerns with LLM use in their practice. Practitioners shared that they are using LLMs as idea generators in clinical work, while also expressing concern about the quality of information and the need for a human-centered approach.

Methods: This narrative qualitative inquiry explored the stories of 21 clinical social workers and how they experience their work in the context of expanding LLM use. Participants were interviewed about their perceptions and uses of generative AI after collaborating on a case dilemma using ChatGPT and viewing a video of a client discussing its clinical use.

Findings: Two overarching themes were prevalent: (1) there are clear opportunities for AI to support clinical work, from administrative tasks to client engagement, and (2) challenges remain related to confidentiality and the importance of maintaining nuance, empathy, and contextual awareness. A turning point in participants’ narratives emerged when they discussed the fear that AI could reduce the need for human social workers.

Conclusions: Bringing in a social work futures perspective, practitioners are at a precipice with two possible paths forward: one in which social work becomes more automated, and another in which social workers lead the ethical integration of AI into practice. The conclusion provides recommendations for imagining and shaping a future where AI and social work coexist to enhance outcomes while upholding core values.