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

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

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

4. Common Symptoms Of Alzheimers Memory loss Memory loss Difficulty performing activities of daily living Difficulty performing activities of daily living Problems with language & communication Problems with language & communication Disorientation & confusion Disorientation & confusion Poor judgment & insight Poor judgment & insight Inability to initiate activity Inability to initiate activity Problems with abstract thinking (numbers/complex mental tasks) Problems with abstract thinking (numbers/complex mental tasks) Inability to problem solve Inability to problem solve Misplacing or hiding things Misplacing or hiding things Mood & personality changes Mood & personality changes Psychiatric symptoms Psychiatric symptoms End stage difficulty with physical functioning End stage difficulty with physical functioning

5. Possible Customer Issues For Individuals With Alzheimers & 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 forms Incorrect completion of forms Challenging behavior such as agitation, delusions or inappropriate comments Challenging behavior such as agitation, delusions or inappropriate comments Wandering into financial institution or becoming lost within institution Wandering into financial institution or becoming lost within institution Frequent loss of checkbook or credit cards/ATM cards Frequent loss of checkbook or credit cards/ATM cards Unusual activity & patterns of cash withdrawal from accounts Unusual activity & patterns of cash withdrawal from accounts Financial exploitation 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 Behaviors In A Customer Setting Stay calm Stay calm Listen to the frustration/complaint Listen to the frustration/complaint Provide reassurance Provide reassurance Provide answers Provide answers Shift focus to another subject/transaction 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 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 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 Reassure the person they are safe and ask them their name If they know their home phone number, try reaching a caregiver If they know their home phone number, try reaching a caregiver If they appear confused or cannot answer questions, alert the police 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 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 Distract and provide supervision until police or caregiver arrive Maintain pleasant conversation and stay calm Maintain pleasant conversation and stay calm

9. Financial Exploitation & Alzheimers Disease According to the American Banking Association, older adults own 77% of the countrys financial assets and have 1.6 trillion in spending power making them a target for scams & exploitation According to the American Banking Association, older adults own 77% of the countrys 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 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 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 Unusual volume of banking activity Banking activity inconsistent with customers usual habits Banking activity inconsistent with customers usual habits Sudden increases in incurred debt when the elder appears unaware of transactions Sudden increases in incurred debt when the elder appears unaware of transactions Withdrawal of funds by a fiduciary or someone else handling the elders affairs, with no apparent benefit to the elder Withdrawal of funds by a fiduciary or someone else handling the elders 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 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 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 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 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 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 You May Report Abuse/Exploitation To APS 24-Hours A Day At 1-800-624-8404

13. Recognizing symptoms & signs of Alzheimers & related dementias can be helpful when working with customers Recognizing symptoms & signs of Alzheimers & 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 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 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 Your knowledge & understanding can make a difference to someone with Alzheimers disease!

14. Contact the Alzheimers Association Maine Chapter 24 Hour Helpline 800-660-2871 24 Hour Helpline 800-660-2871 (Translation Available In 140 languages) Chapter Office 207-772-0115 Chapter Office 207-772-0115 Website: www.mainealz.org Website: www.mainealz.orgwww.mainealz.org