Download Carla Bresnahan, MA

Summer Webinar
Series Week 5:
Customers with
Mental Illness
Welcome & Introduction
Carla Bresnahan, MA
Licensed Mental Health Therapist
St. Luke’s Counseling Center
National 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
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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
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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
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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 1
When working with an individual who has
a mental illness, what is the proper
terminology to remain respectful?
Question 2
What are physical or perceived barriers to
an individual who has a mental illness
within the community setting? On public
transportation?
Question 3
What 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 4
What 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 5
Do 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, MA
St. Luke’s Counseling Center
National Alliance for Mental
Illness (NAMI)
[email protected]
Questions?