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Alzheimer's Disease

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Alzheimer's Disease & Related Dementias: Training for Financial Professionals Purpose Learn About Alzheimer s Disease And How It Impacts Decision Making And ... – PowerPoint PPT presentation

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Title: Alzheimer's Disease


1
Alzheimer's Disease Related Dementias
Training for Financial Professionals
2
Purpose
  • Learn About Alzheimers Disease And How It
    Impacts Decision Making And Thinking
  • Tips For Improved Customer Care When Providing
    Services To Those Who Have Alzheimers Disease Or
    A Related Dementia
  • Increase Awareness Regarding Financial
    Exploitation Abuse Of Vulnerable Adults With
    Memory Impairments

3
Introduction To Alzheimers Disease Related
Dementias
  • Dementia is a category of symptoms that impair
    memory and functioning
  • Alzheimers disease accounts for 70 of dementia
    diagnoses and impacts 4.5 million people
  • Other common related dementias include vascular,
    multi-infarct, picks disease and alcohol related
    dementia
  • Alzheimers disease is a progressive and terminal
    form of dementia.

4
Common Symptoms Of Alzheimers
  • Memory loss
  • Difficulty performing activities of daily living
  • Problems with language communication
  • Disorientation confusion
  • Poor judgment insight
  • Inability to initiate activity
  • Problems with abstract thinking (numbers/complex
    mental tasks)
  • Inability to problem solve
  • Misplacing or hiding things
  • Mood personality changes
  • Psychiatric symptoms
  • End stage difficulty with physical functioning

5
Possible Customer Issues For Individuals With
Alzheimers Related Dementias
  • Difficulty balancing checkbook or account (s)
  • Difficulty communicating with staff
  • Incorrect completion of forms
  • Challenging behavior such as agitation, delusions
    or inappropriate comments
  • Wandering into financial institution or becoming
    lost within institution
  • Frequent loss of checkbook or credit cards/ATM
    cards
  • Unusual activity patterns of cash withdrawal
    from accounts
  • Financial exploitation

6
Tips For Effective Communication
  • Show you are actively listening
  • Maintain eye contact
  • Encourage the customer to express thoughts
  • even if they appear to be having difficulty
  • Be careful not to interrupt/be patient
  • Avoid arguing
  • Be calm supportive
  • Use gentle, relaxed tone of voice
  • Use positive, friendly facial expressions
  • Always approach the customer from the front,
  • identify yourself address him/her by name
  • Speak slowly clearly

7
Responding To Challenging BehaviorsIn A Customer
Setting
  • Stay calm
  • Listen to the frustration/complaint
  • Provide reassurance
  • Provide answers
  • Shift focus to another subject/transaction
  • If customer does not respond, offer to serve them
    in another area/office of the financial
    institution-change the environment
  • Call a supervisor for help

8
Assisting A Customer Who Appears Lost Or May Have
Wandered
  • Reassure the person they are safe and ask them
    their name
  • If they know their home phone number, try
    reaching a caregiver
  • If they appear confused or cannot answer
    questions, alert the police
  • Look for a Safe Return necklace or ID bracelet,
    call number on bracelet if they have either
  • Distract and provide supervision until police or
    caregiver arrive
  • Maintain pleasant conversation and stay calm

9
Financial Exploitation Alzheimers Disease
  • According to the American Banking Association,
    older adults own 77 of the countrys financial
    assets and have 1.6 trillion in spending power
    making them a target for scams exploitation
  • Approximately 40 of all elder abuse involves
    financial exploitation
  • Financial institutions can play a critical role
    in preventing financial exploitation by reporting
    suspicious activity to APS /or law enforcement

10
Warning Signs Of Financial Exploitation
  • Unusual volume of banking activity
  • Banking activity inconsistent with customers
    usual habits
  • Sudden increases in incurred debt when the elder
    appears unaware of transactions
  • Withdrawal of funds by a fiduciary or someone
    else handling the elders affairs, with no
    apparent benefit to the elder
  • Implausible reasons for financial activity are
    given either by the elder or by the person
    accompanying him/her
  • An elder account holder appears under duress
    while making a transaction

11
Reporting Financial Exploitation
  • Anyone may make a report to Adult Protective
    Services if they suspect abuse, neglect or
    exploitation of an incapacitated or dependent
    adult
  • Any reporter to APS is immune from civil
    liability when reporting so long as the report is
    made in good faith
  • APS protects the name of the reporter and does
    not disclose the name of a reporter except in
    very limited circumstances

12
Reporting Financial Exploitation cont.
  • You May Report Abuse/Exploitation To APS 24-Hours
    A Day At 1-800-624-8404

13
Your knowledge understanding can make a
difference to someone with Alzheimers disease!
  • Recognizing symptoms signs of Alzheimers
    related dementias can be helpful when working
    with customers
  • Consider having a tips or reminder card in your
    work space of how to respond to a lost or
    confused customer
  • If you suspect financial exploitation of a
    customer talk to your supervisor and/or follow
    your institutions policy procedure for
    reporting in good faith to APS

14
Contact the Alzheimers Association Maine Chapter
  • 24 Hour Helpline 800-660-2871
  • (Translation Available In 140 languages)
  • Chapter Office 207-772-0115
  • Website www.mainealz.org
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