A new Pew Research Center study highlights a striking gap in how AI is viewed: 56% of AI experts believe AI will make life better in the next 20 years; only 17% of the U.S. public agrees.

That’s a massive disconnect.

And if you’re leading a housing organization - whether you're running operations, resident services, or innovation - you should take note. Here’s the uncomfortable truth: If your people don’t understand or trust AI, it doesn’t matter how powerful the tools are. They won’t get used. And the ROI you’re promising your board, your investors, or your executive team? Gone.

AI Is Not “Just Software” – Stop Treating It That Way

Let’s get clear on this: AI is not a software rollout. It’s not a one-click install. It’s not just “new tech.” AI reshapes how decisions are made, how work gets done, and who gets to participate in the process.

Unlike traditional systems - where inputs are consistent and outputs are predictable - AI is probabilistic. It evolves. It can fail in unexpected ways. And it can do harm if not implemented with care and context.

In affordable housing and community development, that risk isn’t abstract. We’re talking about:

• Misinformation sent to your stakeholders, including residents, investors, leadership, and more

• Biased algorithms making decisions on eligibility or outreach in direct violation of policy & regulation

• Staff quietly abandoning tools that feel opaque or untrustworthy, leaving AI to run on its own with no oversight

A failed AI implementation doesn’t just waste money. It breaks trust—with your team, your residents, and your investors.

You’re Not Just Introducing Tech. You’re Changing Culture.

This is where most strategies fall apart. Leaders get excited about automation, analytics, or AI tools - but forget the most critical element: AI impacts your people, culture, process, and technology stack - all at once. If you’re only planning around the tech, you’re already two steps behind.

Let’s break it down:

• People: Do your staff know what AI is? Are they clear on what it can—and can’t—do? Do they feel part of the change, or like it’s being done to them? Do they buy-in on the future with AI?

• Culture: Is your organization ready to experiment? Ready to fail fast, learn, and iterate? If not, AI will feel threatening or irrelevant.

• Process: How will workflows change? Where do humans stay in the loop? Who owns model outputs? How does accountability work for AI outputs?

Technology: Yes, you need the right tools - but without readiness on the other fronts, even the best tech will collect dust.

The Perception Gap Is a Wake-Up Call

Let’s circle back to the data. Why does the public mistrust AI, even as experts lean into its promise? Because people fear what they don’t understand - and they reject what they don’t trust.

As leaders in housing and community development, we have a responsibility to close that perception gap. Not just because it’s a “nice to have,” but because adoption depends on it. This means:

• Training your team, not just on tools, but on concepts critical for AI usage

• Bringing staff into the design process early, not just asking for feedback after the fact

• Naming the risks and having a real strategy to mitigate them

What You Can Do Today

If you’re serious about AI, here’s what you should be doing now:

• Run an AI readiness audit. Ask: Do your staff know what AI is? Do they know where it shows up in their day-to-day work? Where do they feel excited - or anxious?

• Get clear on the “why.” Why are you using AI? To save staff time? Improve tenant outcomes? Reduce backlogs? If you can’t say it in one sentence, you’re not ready.

• Start with low-risk, high-value pilots. Don’t start with tenant screening. Start with internal workflows—summarizing meeting notes, drafting communications, or streamlining grant reporting.

• Invest in change management. This isn’t just about training. It’s about building confidence, curiosity, and clarity. If your team isn’t bought in, you’re building on sand.

The Bottom Line

AI isn’t about the future - it’s already here. But if your people aren’t ready, it doesn’t matter how advanced your tools are. You’re not implementing software. You’re transforming how your organization thinks, works, and serves. Get the people part right, or nothing else sticks.