1 / 18

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

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

tyronica-ramirez
Télécharger la présentation

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

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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

More Related