Bank & Finance Professional Bank & Finance Professional Training On Customers With Training On Customers With

Alzheimer's Disease & Related Alzheimer's Disease & Related DementiasDementias

Purpose:Purpose:

Learn About Alzheimer’s Disease & How It Learn About Alzheimer’s Disease & How It Impacts Decision Making & ThinkingImpacts Decision Making & Thinking

Tips For Improved Customer Care When Tips For Improved Customer Care When Providing Services To Those Who Have Providing Services To Those Who Have

Alzheimer’s Disease Or A Related DementiaAlzheimer’s Disease Or A Related Dementia

Increase Awareness Regarding Financial Increase Awareness Regarding Financial Exploitation & Abuse Of Vulnerable Adults Exploitation & Abuse Of Vulnerable Adults

With Memory ImpairmentsWith Memory Impairments

Alzheimer’s Disease:Alzheimer’s Disease:

5.3 million Americans and 5.3 million Americans and over 70,000 Oklahomansover 70,000 Oklahomans

By 2050, approximately 16 By 2050, approximately 16 million people will have million people will have Alzheimer’s.Alzheimer’s.

Every 70 seconds, someone Every 70 seconds, someone in the U.S. develops in the U.S. develops Alzheimer’s.Alzheimer’s.

Alzheimer’s Disease:Alzheimer’s Disease:

The annual direct and indirect The annual direct and indirect costs for Alzheimer’s care is $148 costs for Alzheimer’s care is $148 billion.billion.

By 2030, the annual direct and By 2030, the annual direct and indirect costs for Alzheimer’s care indirect costs for Alzheimer’s care is $400 billion.is $400 billion.

By 2015, Alzheimer’s will impact By 2015, Alzheimer’s will impact more American families than any more American families than any other disease.other disease.

Alzheimer’s Disease:Alzheimer’s Disease:

Alzheimer’s is the 7Alzheimer’s is the 7thth leading cause of death in leading cause of death in America.America.

There is no cure.There is no cure. There is no way to stop There is no way to stop

the progression.the progression.

Biology of Alzheimer’sBiology of Alzheimer’s

Warning signs of Alzheimer’s

• Memory loss that disrupts Memory loss that disrupts daily lifedaily life

• Challenges in planning or Challenges in planning or solving problemssolving problems

• Difficulty completing Difficulty completing familiar tasks at home, at familiar tasks at home, at work or at leisurework or at leisure

Warning signs of Alzheimer’s

• Confusion with time or Confusion with time or placeplace

• Trouble understanding Trouble understanding visual images or spatial visual images or spatial relationshipsrelationships

• New problems with words New problems with words in speaking or writingin speaking or writing

Warning signs of Alzheimer’s

• Misplacing things and Misplacing things and losing the ability to losing the ability to retrace steps retrace steps

• Decreased or poor Decreased or poor judgment judgment

• Withdrawal from work or Withdrawal from work or social activitiessocial activities

• Changes in mood and Changes in mood and personality personality

Possible Customer Issues For Individuals With Possible Customer Issues For Individuals With Alzheimer’s & Related DementiasAlzheimer’s & Related Dementias

Difficulty Balancing Checkbook Or Account(s)Difficulty Balancing Checkbook Or Account(s)

Difficulty Communicating With Staff Difficulty Communicating With Staff

Incorrect Completion Of FormsIncorrect Completion Of Forms

Challenging Behavior Such As Agitation, Delusions Or Inappropriate CommentsChallenging Behavior Such As Agitation, Delusions Or Inappropriate Comments

Wandering Into Bank Or Becoming Lost In Bank OfficesWandering Into Bank Or Becoming Lost In Bank Offices

Frequent Loss Of Checkbook Or Credit Cards/ATM CardsFrequent Loss Of Checkbook Or Credit Cards/ATM Cards

Unusual Activity & Patterns Of Cash Withdrawal From AccountsUnusual Activity & Patterns Of Cash Withdrawal From Accounts

Financial ExploitationFinancial Exploitation

Tips For Effective Communication Tips For Effective Communication

Show You Are Actively Listening Maintain Eye ContactEncourage The Customer To Express Thoughts Even If They Appear To Be Having DifficultyBe Careful Not To Interrupt/Be PatientAvoid Arguing Be Calm & SupportiveUse Gentle, Relaxed Tone Of VoiceUse Positive, Friendly Facial ExpressionsAlways Approach The Customer From The Front, Identify Yourself & Address Him/Her By NameSpeak Slowly & Clearly

Responding To Challenging BehaviorsResponding To Challenging BehaviorsIn A Customer SettingIn A Customer Setting

Stay CalmStay Calm Listen To The Frustration/ComplaintListen To The Frustration/Complaint Provide ReassuranceProvide Reassurance Provide AnswersProvide Answers Shift Focus To Another Subject/TransactionShift Focus To Another Subject/Transaction If Customer Does Not Respond, Offer To Serve If Customer Does Not Respond, Offer To Serve

Them In Another Area Of The Bank (Example: Them In Another Area Of The Bank (Example: An Office)/Change EnvironmentAn Office)/Change Environment

Call A Supervisor For HelpCall A Supervisor For Help

Assisting A Customer Who Appears Lost Or May Have Assisting A Customer Who Appears Lost Or May Have WanderedWandered

Reassure The Person They Are SafeReassure The Person They Are Safe Ask Them Their NameAsk Them Their Name If They Know Their Home Phone Number, Try If They Know Their Home Phone Number, Try

Reaching A CaregiverReaching A Caregiver If They Cannot Answer Questions, Alert The PoliceIf They Cannot Answer Questions, Alert The Police Provide Supervision Until Police Or Caregiver Provide Supervision Until Police Or Caregiver

ArriveArrive Maintain Pleasant Conversation & Stay CalmMaintain Pleasant Conversation & Stay Calm

Financial Exploitation & Financial Exploitation & Alzheimer’s DiseaseAlzheimer’s Disease

According To The American Banking Association, According To The American Banking Association, Older Adults Own 77% Of The Country’s Financial Older Adults Own 77% Of The Country’s Financial Assets & Have $1.6 trillion In Spending Power, Assets & Have $1.6 trillion In Spending Power, Making Them A Target For Scams & ExploitationMaking Them A Target For Scams & Exploitation

In A National Elder Abuse Incidence Study, In A National Elder Abuse Incidence Study, Reports To Adult Protective Service (APS) Reports To Adult Protective Service (APS) Accounted For 30.2% Of All Substantiated ReportsAccounted For 30.2% Of All Substantiated Reports

Banks Can Play A Critical Role In Preventing Banks Can Play A Critical Role In Preventing Financial Exploitation By Reporting Suspicious Financial Exploitation By Reporting Suspicious Activity To APS &/Or Law EnforcementActivity To APS &/Or Law Enforcement

Warning Signs Of Financial Warning Signs Of Financial ExploitationExploitation

Banking Activity Inconsistent With Customer’s Usual HabitsBanking Activity Inconsistent With Customer’s Usual Habits Sudden Increases In Incurred Debt When The Elder Sudden Increases In Incurred Debt When The Elder

Appears Unaware Of TransactionsAppears Unaware Of Transactions Withdrawal Of Funds By A Fiduciary Or Someone Else Withdrawal Of Funds By A Fiduciary Or Someone Else

Handling The Elder’s Affairs, With No Apparent Benefit To Handling The Elder’s Affairs, With No Apparent Benefit To The ElderThe Elder

Implausible Reasons For Banking Activity Are Given Either Implausible Reasons For Banking Activity Are Given Either By The Elder Or By The Person Accompanying Him/HerBy The Elder Or By The Person Accompanying Him/Her

An Elder Account Holder Appears Under Duress While An Elder Account Holder Appears Under Duress While Making A TransactionMaking A Transaction

ConclusionConclusion Recognizing symptoms & signs of Alzheimer’s & related dementias Recognizing symptoms & signs of Alzheimer’s & related dementias

can be helpful when working with customerscan be helpful when working with customers

Keep tips in your work space of how to respond to a lost or confused Keep tips in your work space of how to respond to a lost or confused customercustomer

If you suspect financial exploitation of a customer, talk to your If you suspect financial exploitation of a customer, talk to your supervisor and/or follow institutional policy & procedure for reporting supervisor and/or follow institutional policy & procedure for reporting in good faith to APSin good faith to APS

If you have a situation you are unsure how to manage, call the If you have a situation you are unsure how to manage, call the Alzheimer’s Association 24/7 HelpLine at 800-272-3900.Alzheimer’s Association 24/7 HelpLine at 800-272-3900.

Your knowledge & understanding can make aYour knowledge & understanding can make a

difference to those impacted by Alzheimer’s Disease!difference to those impacted by Alzheimer’s Disease!

Contact the Alzheimer’s AssociationContact the Alzheimer’s Association

• 24 Hour HelpLine: 800.272.3900 24 Hour HelpLine: 800.272.3900

(Translation Available In 140 languages)(Translation Available In 140 languages)

• Chapter Office: 405.319.0780 or Chapter Office: 405.319.0780 or 918.481.7741918.481.7741

• Website: Website: www.alz.orgwww.alz.org

alzheimer’s association

www.alz.org 800.272.3900www.alz.org 800.272.3900