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Summer Webinar Series Week 5: Customers with Mental Illness
Welcome & Introduction
Carla Bresnahan, MALicensed Mental Health TherapistSt. Luke’s Counseling CenterNational Alliance for Mental Illness (NAMI)
What is Mental Illness?
An organic brain disorder that can affect mood, thinking and/or behavior
Depression
Loss of motivation or interest Inability to see positive outcomes Difficulty concentrating &
focusing Persistent feeling of sadness Inability to sleep or sleeping
too much
Anxiety Disorders
Constant worry & fear Irrational fears or concerns Panic attacks Strong heart palpitations Overwhelming & can
be crippling
Bipolar Disorders
Mood changes that may or may not go from depression to mania• Rapid speech• Risk-taking behaviors not normally present
Irritable, cranky & negative behavior Overinflated self-esteem Grandiosity & increased talking
Schizoaffective Disorder & Schizophrenia
Confusion May have auditory or visual hallucinations May have false beliefs or delusions May not make sense when they talk or may seem
perfectly fine until they try to express their thoughts Little risk to others; very low percentage actually
harm others
Prevalence of Mental Illness
In a given year, 1 in 5 Americans will experience mental illness
Over their lifetime, 1 in 25 Americans will experience a serious mental illness
70-90% of people who seek treatment for their symptoms see improvement in their quality of life
Tips During Interaction
Simple greeting – build rapport Compliments – build relationship Remain respectful Use a soft, calm tone of voice Offer assistance in a positive manner such as:• “Can I help you?”• “Would you like to move to another seat?”
Tips During Interaction
Conversational Distraction:
Talk about topics not related to current task
Environmental Distraction:
Point out landmarks, places of interest, things to do in the community, etc.
Reacting to a “Situation”
Remain calm, use a soft voice & give clear directions Remove individual from the environment: exit the
bus, walk away from the stimulus, etc. Attempt to contact a close friend, family member, or
staff for guidance Call for help if behavior is uncontrollable or if
individual is a danger to themselves or others
Question 1When working with an individual who has
a mental illness, what is the proper terminology to remain respectful?
Question 2What are physical or perceived barriers to
an individual who has a mental illness within the community setting? On public
transportation?
Question 3What are some tips, tricks, or tools you
find helpful when working with an individual who has a mental illness within
the community setting? On public transportation?
Question 4What are some safety concerns to be
aware of when working with an individual who has a mental illness within the
community setting? On public transportation?
Question 5Do you have a specific example of a
situation involving an individual who has a mental illness that did not go as expected? How did you handle the situation? What
would you do differently or suggest others do instead?
Additional Resources
National Alliance of Mental Illness (NAMI)
National Institute of Mental Health
Treatment Advocacy Center
City/state DOH
Contact Information:Carla Bresnahan, MASt. Luke’s Counseling CenterNational Alliance for Mental Illness (NAMI)[email protected]
Questions?