Large Language Models in Peer-Run Community Behavioral Health Services: Understanding Peer Specialists and Service Users’ Perspectives on Opportunities, Risks, and Mitigation Strategies

要旨

Peer-run organizations (PROs) provide critical, recovery-based behavioral health support rooted in lived experience. As large language models (LLMs) enter this domain, their scale, conversationality, and opacity introduce new challenges for situatedness, trust, and autonomy. Partnering with Collaborative Support Programs of New Jersey (CSPNJ), a statewide PRO in the Northeastern United States, we used comicboarding, a co-design method, to conduct workshops with 16 peer specialists and 10 service users exploring perceptions of integrating an LLM-based recommendation system into peer support. Findings show that depending on how LLMs are introduced, constrained, and co-used, they can reconfigure in-room dynamics by sustaining, undermining, or amplifying the relational authority that grounds peer support. We identify opportunities, risks, and mitigation strategies across three tensions: bridging scale and locality, protecting trust and relational dynamics, and preserving peer autonomy amid efficiency gains. We contribute design implications that center lived-experience-in-the-loop, reframe trust as co-constructed, and position LLMs not as clinical tools but as relational collaborators in high-stakes, community-led care.

受賞
Honorable Mention
著者
Cindy Peng
Carnegie Mellon University, Pittsburgh, Pennsylvania, United States
Megan Chai
Carnegie Mellon University, Pittsburgh, Pennsylvania, United States
Gao Mo
Carnegie Mellon University, Pittsburgh, Pennsylvania, United States
Naveen Raman
Carnegie Mellon University, Pittsburgh, Pennsylvania, United States
Ningjing Tang
Carnegie Mellon University, Pittsburgh, Pennsylvania, United States
Shannon Pagdon
University of Pittsburgh, Pittsburgh, Pennsylvania, United States
Margaret A. Swarbrick
Rutgers University, Piscataway, New Jersey, United States
Nev Jones
University of Pittsburgh, Pittsburgh, Pennsylvania, United States
Fei Fang
Carnegie Mellon University, Pittsburgh, Pennsylvania, United States
Hong Shen
Carnegie Mellon University , Pittsburgh, Pennsylvania, United States

会議: CHI 2026

ACM CHI Conference on Human Factors in Computing Systems

セッション: Data Work

P1 - Room 131
7 件の発表
2026-04-15 20:15:00
2026-04-15 21:45:00