Alzheimer's Disease & Related Dementias: Training for Financial Professionals

1. Alzheimer's Disease & Related Dementias: Training for Financial Professionals

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

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

4. 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 Common Symptoms Of Alzheimer’s

5. Possible Customer Issues For Individuals With Alzheimer’s & 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 & Alzheimer’s Disease • According to the American Banking Association, older adults own 77% of the country’s 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 customer’s 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 elder’s 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 Alzheimer’s disease! • Recognizing symptoms & signs of Alzheimer’s & 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 Alzheimer’s Association Maine Chapter • 24 Hour Helpline 800-660-2871 (Translation Available In 140 languages) • Chapter Office 207-772-0115 • Website: www.mainealz.org