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)ckbshrink@gmail.com

Questions?