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

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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 Thinking Tips For Improved Customer Care When Providing Services To Those Who Have Alzheimer’s Disease Or A Related Dementia

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Presentation Transcript
  • 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
introduction to alzheimer s disease related dementias
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.
common symptoms of alzheimer s
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
possible customer issues for individuals with alzheimer s related dementias
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
tips for effective communication
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
responding to challenging behaviors in a customer setting
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
assisting a customer who appears lost or may have wandered
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
financial exploitation alzheimer s disease
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
warning signs of financial exploitation
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
reporting financial exploitation
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
reporting financial exploitation cont
Reporting Financial Exploitation cont.
  • You May Report Abuse/Exploitation To APS 24-Hours A Day At 1-800-624-8404

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
contact the alzheimer s association maine chapter
Contact the Alzheimer’s Association Maine Chapter
  • 24 Hour Helpline 800-660-2871

(Translation Available In 140 languages)

  • Chapter Office 207-772-0115
  • Website: