Case managers and the families they serve rely on Wayfinder to make real care decisions. This policy explains how Wayfinder uses AI, how providers may and may not use AI on our platform, and our rules for authentic media. It is part of our Terms of Service.
For members and families
AI never decides which services you receive or which provider you choose. You make those decisions with your case manager. When your case manager shares provider responses with you, you see every response.
How Wayfinder uses AI
Wayfinder uses AI models for the following tasks:
- Preparing RFPs. Before a request for proposals ("RFP") is shared with providers, AI checks its text for spelling and removes personal identifiers, such as names and contact details, that may have been included.
- RFP summaries. AI writes a short summary of each RFP to help providers understand the request.
- Response fit scores. AI gives each RFP response a fit score from 1 to 5, with a short rationale, describing how well the response addresses the request. Scores are visible only to the case management agency that created the RFP, never to providers.
- Provider Insights reports. AI gives provider agencies coaching reports on their past RFP responses, including examples of how a response could better address a request.
- Case note drafts (beta). AI helps case managers draft notes, as described below.
None of these features chooses a provider, decides whether a member receives services, or filters, hides, or removes any provider or response. We use AI providers that have signed Business Associate Agreements with Wayfinder and that do not train their models on customer data. See our sub-processors.
How RFP responses are shown
RFP responses appear in the order they are received, earliest first. AI never hides, filters, or removes responses, and no one can pay to change the order in which responses are shown. When a case manager shares responses with a member or family, every response is included.
AI-drafted case documentation (beta)
Wayfinder offers optional tools, available to some customers in beta, that help case managers draft monitoring notes, call logs, and similar documentation.
- Dictation. Case managers may dictate their own notes after a meeting or call. AI transcribes the dictation to create a draft. Wayfinder does not record calls or meetings, and case managers may not upload recordings of calls or meetings.
- Drafts only. AI output is a draft. It may contain errors, omissions, or statements that were not said.
- Human review required. A case manager must review, edit as needed, and approve each draft before it can be copied or used.
- Your responsibility. The case manager and their agency are solely responsible for the accuracy and completeness of any documentation entered into the Care and Case Management (CCM) system or any other system of record, and for compliance with HCPF requirements.
- Not clinical advice. The tool does not provide medical, clinical, or eligibility determinations.
- Privacy. Dictation and other information used to generate drafts is processed under our Business Associate Agreements and is not used to train AI models.
Provider use of AI in RFP responses
RFP responses must be written by your team. Case managers rely on RFP responses to understand whether your agency can genuinely meet a specific person's needs. Each response must be written by a person at your organization who has reviewed the request.
Allowed: using AI tools to check spelling, grammar, clarity, or tone of a response you wrote; translating your own response; and using feedback from Wayfinder's Insights reports to improve your own writing.
Not allowed:
- Using AI to generate, draft, or substantially write RFP responses
- Bots, scripts, browser automation, AI agents, or any automated means to read, monitor, or respond to RFPs
- Pasting RFP content containing member information into AI tools that are not covered by a HIPAA Business Associate Agreement with your organization
- Template or mass responses that are not tailored to the individual request
API access is available only to case management agencies under written agreement. Provider agencies may access and respond to RFPs only through the Wayfinder website.
Profile media
Photos, logos, videos (including linked YouTube videos), and attachments must honestly represent your actual organization, services, facilities, and staff.
Not allowed:
- Fully AI-generated images, illustrations, or video content
- AI tools used to fabricate or materially alter facilities, staff, people, or settings
- Any edit, AI-assisted or otherwise, that misrepresents your services, locations, outcomes, or capacity
- Stock photography or third-party imagery presented as your own organization
Allowed: ordinary, non-deceptive editing such as cropping, rotating, resizing, straightening, or adjusting color, brightness, or exposure, as long as the changes do not alter the substance of what the image depicts.
Consent and privacy. Do not upload identifiable images of the individuals you serve without their written consent (or the consent of their legal guardian). Never use AI tools to generate or alter depictions of clients.
Enforcement
Wayfinder may remove content and take action on accounts that violate this policy, as described in the Enforcement section of our Terms of Service, including warnings, restricted RFP access, temporary suspension, or permanent removal from the platform.
Questions
Contact hello@joinwayfinder.com.