National health and human services leaders gather annually at the IT Solutions Management for Human Services (ISM) Education Conference & Expo to reflect on progress and chart the course ahead. Produced by the American Public Human Services Association (APHSA) and hosted by its ISM affinity group, the event convenes state, county, and federal leaders alongside industry professionals to explore how technology and innovation can improve human service outcomes.

This year’s theme—Innovate, Elevate, Lead—framed sessions on AI eligibility, human-centered design, crisis response, and foster care. Beneath the variety, a single thread kept surfacing: the technology lands only when people are ready for it.

A Perennial Issue

Over the past two years, one message has been unmistakable during industry events and conferences: system modernization fails when training and change management are treated as optional. ISM 2025 carried that continuity forward. Training and change management remain the unsolved challenges of modernization. If innovation is the destination, then workforce readiness is the bridge.

Proof Points from the Conference

Several sessions brought this message to life:

• Early Childhood Modernization Initiatives: By embedding training into every phase—from local technical assistance teams to in-person office hours, modernization demands both technical skill-building and shifts in organizational culture. Staff were not simply taught new systems; they were encouraged to let go of older practices and embrace new approaches.
• Child Welfare Transformation: The mantra to “fall in love with the problem, not the solution” highlighted the importance of human-centered design. Successful adoption hinges on building systems that are intuitive and rooted in the real experiences of users.
• AI in Eligibility Systems: With automation evolving rapidly, sessions demonstrated that artificial intelligence only fulfills its potential when staff trust and adopt it. Training serves as the essential bridge between AI’s promise and operational reality.
• Crisis Response Preparedness: Emergency readiness sessions emphasized the value of leadership pipelines, well-connected training networks, and scenario planning. The key takeaway: readiness cannot be improvised during a crisis.

From Intent to Impact: Five Actions That Work

Briljent’s decades of experience in organizational change management and adult learning point to five clear actions:

Prioritize training from the outset—integrate it throughout every phase, not as an afterthought. When training is unified with system implementation and tailored to specific roles, staff adapt with confidence and clarity, ensuring successful adoption and transformation.

1. Fund change management as a core component: Without sustained support, adoption falters.
2. Address culture and skills: Sustainable change requires shifting mindsets, not just teaching keystrokes.
3. Use AI and analytics wisely to personalize training, measure adoption, and anticipate readiness gaps. Learn more with our resource discussing OCM and AI Training Solutions.
4. Build resilient networks, not just resilient individuals: Preparedness comes from teams and systems ready to adapt together.

The Call to Leaders

ISM 2025 reinforced what we’ve long observed: innovation, elevation, and leadership in human services are not built on technology alone. They are built on people—trained, supported, and ready to adapt. As states prepare for AI adoption, MES modularity, or new federal policies like HR-1, the question remains: Are you preparing for change management with the same seriousness as for technology?

When you treat change management as a true strategic asset, you’re able to get so much more out of your investments. By planning, funding, and evaluating change with the same care you give to technology, you’ll see real results and set the stage for lasting transformation.

Agencies that do so will lead the way in turning innovation into lasting .