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Bank & Finance Professional Training On Customers With Alzheimer's Disease & Related Dementias

Bank & Finance Professional Training On Customers With Alzheimer's Disease & Related Dementias.

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Bank & Finance Professional Training On Customers With Alzheimer's Disease & Related Dementias

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  1. Bank & Finance Professional Training On Customers With Alzheimer's Disease & Related Dementias

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

  3. Alzheimer’s Disease: • 5.3 million Americans and over 70,000 Oklahomans • By 2050, approximately 16 million people will have Alzheimer’s. • Every 70 seconds, someone in the U.S. develops Alzheimer’s.

  4. Alzheimer’s Disease: • The annual direct and indirect costs for Alzheimer’s care is $148 billion. • By 2030, the annual direct and indirect costs for Alzheimer’s care is $400 billion. • By 2015, Alzheimer’s will impact more American families than any other disease.

  5. Alzheimer’s Disease: • Alzheimer’s is the 7th leading cause of death in America. • There is no cure. • There is no way to stop the progression.

  6. Biology of Alzheimer’s

  7. Warning signs of Alzheimer’s • Memory loss that disrupts daily life • Challenges in planning or solving problems • Difficulty completing familiar tasks at home, at work or at leisure

  8. Warning signs of Alzheimer’s • Confusion with time or place • Trouble understanding visual images or spatial relationships • New problems with words in speaking or writing

  9. Warning signs of Alzheimer’s • Misplacing things and losing the ability to retrace steps • Decreased or poor judgment • Withdrawal from work or social activities • Changes in mood and personality

  10. 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 Bank Or Becoming Lost In Bank Offices • Frequent Loss Of Checkbook Or Credit Cards/ATM Cards • Unusual Activity & Patterns Of Cash Withdrawal From Accounts • Financial Exploitation

  11. 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

  12. 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 Of The Bank (Example: An Office)/Change Environment • Call A Supervisor For Help

  13. Assisting A Customer Who Appears Lost Or May Have Wandered • Reassure The Person They Are Safe • Ask Them Their Name • If They Know Their Home Phone Number, Try Reaching A Caregiver • If They Cannot Answer Questions, Alert The Police • Provide Supervision Until Police Or Caregiver Arrive • Maintain Pleasant Conversation & Stay Calm

  14. Financial Exploitation & Alzheimer’s Disease • According To The American Banking Association, Older Adults Own 77% Of The Country’s Financial Assets & Have $1.6 trillion In Spending Power, Making Them A Target For Scams & Exploitation • In A National Elder Abuse Incidence Study, Reports To Adult Protective Service (APS) Accounted For 30.2% Of All Substantiated Reports • Banks Can Play A Critical Role In Preventing Financial Exploitation By Reporting Suspicious Activity To APS &/Or Law Enforcement

  15. Warning Signs Of Financial Exploitation • 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 Banking 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

  16. Conclusion • Recognizing symptoms & signs of Alzheimer’s & related dementias can be helpful when working with customers • Keep tips 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 institutional policy & procedure for reporting in good faith to APS • If you have a situation you are unsure how to manage, call the Alzheimer’s Association 24/7 HelpLine at 800-272-3900. Your knowledge & understanding can make a difference to those impacted by Alzheimer’s Disease!

  17. Contact the Alzheimer’s Association • 24 Hour HelpLine: 800.272.3900 (Translation Available In 140 languages) • Chapter Office: 405.319.0780 or 918.481.7741 • Website: www.alz.org

  18. alzheimer’s association www.alz.org 800.272.3900

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