Independent Banker - August 2018 - 56

Most Innovative Banks
Dementia-friendly
design
River Valley Bank,
Wausau, Wis.
Assets: $1.3 billion
It's all about customer care
O
ne morning, a fi nancial specialist at a River Valley Bank branch
helped a customer reconcile his checkbook. Later that day,
the same customer came back, again asking the specialist to
reconcile his checkbook.
At another branch, a customer came in and said he was there to pick
up his wife. " He thought the bank was a dental offi ce, and the team
members knew that his wife had been in a nursing home for quite some
time, " says Rhonda Lewis, senior administrative assistant.
In both cases, bank team members knew exactly what to do. Lewis's
father passed away from dementia three years ago. As a result of that
experience, she began volunteering to train employees at local retail
establishments, restaurants, banks and
churches on how to create dementiafriendly
environments. Eventually,
Lewis expanded her eff orts to training
River Valley Bank employees at all of
the bank's 15 locations in Wisconsin
and Michigan. Training occurs in
person and by videoconference.
Participants include managers,
HR, compliance, lending and, of
course, the bank's frontline fi nancial
" A program
like this is
particularly
important
these days,
as millions of
baby boomers
are now
in their 60s
and older. "
-Rhonda Lewis,
River Valley Bank
specialists, among many others.
" Training focuses on helping
employees identify customers who
may be experiencing dementia or
any other cognitive impairment, and
then, as much as possible, helping
them maintain their independence
and dignity while protecting
them from problems, such as
unpaid expenses and squandering
resources, " Lewis says.
In tricky situations, River Valley Bank may also contact account
co-holders or individuals with fi nancial power of attorney. In most
cases, the branch manager gets involved, and if necessary, so does
the fraud department.
" A program like this is particularly important these days, as
millions of baby boomers are now in their 60s and older, " Lewis
says.
56 Q ICBA Independent Banker Q August 2018
What does a dementia-friendly
branch look like?
Q If an employee suspects that a customer
has dementia, they let their manager
know.
Q The manager checks if the customer has
an account co-owner or someone with
financial power of attorney.
Q If so, the manager contacts that person
and explains the bank's observations.
Q If not, the manager first contacts the
fraud department and then, if necessary,
contacts a local aging resource center,
which can request a " wellness check " on
the customer.
Beyond that, says senior administrative
assistant Rhonda Lewis, the bank can't do
much but continue to monitor the account
to make sure that fraud is not taking place.
-William Atkinson

Independent Banker - August 2018

Table of Contents for the Digital Edition of Independent Banker - August 2018

Table of Contents
Independent Banker - August 2018 - Intro
Independent Banker - August 2018 - Cover1
Independent Banker - August 2018 - Cover2
Independent Banker - August 2018 - Table of Contents
Independent Banker - August 2018 - 2
Independent Banker - August 2018 - 3
Independent Banker - August 2018 - 4
Independent Banker - August 2018 - 5
Independent Banker - August 2018 - 6
Independent Banker - August 2018 - 7
Independent Banker - August 2018 - 8
Independent Banker - August 2018 - 9
Independent Banker - August 2018 - 10
Independent Banker - August 2018 - 11
Independent Banker - August 2018 - 12
Independent Banker - August 2018 - 13
Independent Banker - August 2018 - 14
Independent Banker - August 2018 - 15
Independent Banker - August 2018 - 16
Independent Banker - August 2018 - 17
Independent Banker - August 2018 - 18
Independent Banker - August 2018 - 19
Independent Banker - August 2018 - 20
Independent Banker - August 2018 - 21
Independent Banker - August 2018 - 22
Independent Banker - August 2018 - 23
Independent Banker - August 2018 - 24
Independent Banker - August 2018 - 25
Independent Banker - August 2018 - 26
Independent Banker - August 2018 - 27
Independent Banker - August 2018 - 28
Independent Banker - August 2018 - 29
Independent Banker - August 2018 - 30
Independent Banker - August 2018 - 31
Independent Banker - August 2018 - 32
Independent Banker - August 2018 - 33
Independent Banker - August 2018 - 34
Independent Banker - August 2018 - 35
Independent Banker - August 2018 - 36
Independent Banker - August 2018 - 37
Independent Banker - August 2018 - 38
Independent Banker - August 2018 - 39
Independent Banker - August 2018 - 40
Independent Banker - August 2018 - 41
Independent Banker - August 2018 - 42
Independent Banker - August 2018 - 43
Independent Banker - August 2018 - 44
Independent Banker - August 2018 - 45
Independent Banker - August 2018 - 46
Independent Banker - August 2018 - 47
Independent Banker - August 2018 - 48
Independent Banker - August 2018 - 49
Independent Banker - August 2018 - 50
Independent Banker - August 2018 - 51
Independent Banker - August 2018 - 52
Independent Banker - August 2018 - 53
Independent Banker - August 2018 - 54
Independent Banker - August 2018 - 55
Independent Banker - August 2018 - 56
Independent Banker - August 2018 - 57
Independent Banker - August 2018 - 58
Independent Banker - August 2018 - 59
Independent Banker - August 2018 - 60
Independent Banker - August 2018 - 61
Independent Banker - August 2018 - 62
Independent Banker - August 2018 - 63
Independent Banker - August 2018 - 64
Independent Banker - August 2018 - 65
Independent Banker - August 2018 - 66
Independent Banker - August 2018 - 67
Independent Banker - August 2018 - 68
Independent Banker - August 2018 - 69
Independent Banker - August 2018 - 70
Independent Banker - August 2018 - 71
Independent Banker - August 2018 - 72
Independent Banker - August 2018 - 73
Independent Banker - August 2018 - 74
Independent Banker - August 2018 - 75
Independent Banker - August 2018 - 76
Independent Banker - August 2018 - 77
Independent Banker - August 2018 - 78
Independent Banker - August 2018 - 79
Independent Banker - August 2018 - 80
Independent Banker - August 2018 - 81
Independent Banker - August 2018 - 82
Independent Banker - August 2018 - 83
Independent Banker - August 2018 - 84
Independent Banker - August 2018 - 85
Independent Banker - August 2018 - 86
Independent Banker - August 2018 - 87
Independent Banker - August 2018 - 88
Independent Banker - August 2018 - 89
Independent Banker - August 2018 - 90
Independent Banker - August 2018 - 91
Independent Banker - August 2018 - 92
Independent Banker - August 2018 - 93
Independent Banker - August 2018 - 94
Independent Banker - August 2018 - 95
Independent Banker - August 2018 - 96
Independent Banker - August 2018 - 97
Independent Banker - August 2018 - 98
Independent Banker - August 2018 - 99
Independent Banker - August 2018 - 100
Independent Banker - August 2018 - 101
Independent Banker - August 2018 - 102
Independent Banker - August 2018 - Cover3
Independent Banker - August 2018 - Cover4
https://www.nxtbook.com/mspc/independentbanker/may2024
https://www.nxtbook.com/mspc/independentbanker/april2024
https://www.nxtbook.com/mspc/independentbanker/march2024
https://www.nxtbook.com/mspc/independentbanker/february2024
https://www.nxtbook.com/mspc/independentbanker/january2024
https://www.nxtbook.com/mspc/independentbanker/december2023
https://www.nxtbook.com/mspc/independentbanker/november2023
https://www.nxtbook.com/mspc/independentbanker/october2023
https://www.nxtbook.com/mspc/independentbanker/september2023
https://www.nxtbook.com/mspc/independentbanker/august2023
https://www.nxtbook.com/mspc/independentbanker/july2023
https://www.nxtbook.com/mspc/independentbanker/june2023
https://www.nxtbook.com/mspc/independentbanker/may2023
https://www.nxtbook.com/mspc/independentbanker/april2023
https://www.nxtbook.com/mspc/independentbanker/march2023
https://www.nxtbook.com/mspc/independentbanker/february2023
https://www.nxtbook.com/mspc/independentbanker/january2023
https://www.nxtbook.com/mspc/independentbanker/december2022
https://www.nxtbook.com/mspc/independentbanker/november2022
https://www.nxtbook.com/mspc/independentbanker/october2022
https://www.nxtbook.com/mspc/independentbanker/september2022
https://www.nxtbook.com/mspc/independentbanker/august2022
https://www.nxtbook.com/mspc/independentbanker/july2022
https://www.nxtbook.com/mspc/independentbanker/june2022
https://www.nxtbook.com/mspc/independentbanker/may2022
https://www.nxtbook.com/mspc/independentbanker/april2022
https://www.nxtbook.com/mspc/independentbanker/march2022
https://www.nxtbook.com/mspc/independentbanker/february2022
https://www.nxtbook.com/mspc/independentbanker/january2022
https://www.nxtbook.com/mspc/independentbanker/december2021
https://www.nxtbook.com/mspc/independentbanker/november2021
https://www.nxtbook.com/mspc/independentbanker/october2021
https://www.nxtbook.com/mspc/independentbanker/september2021
https://www.nxtbook.com/mspc/independentbanker/august2021
https://www.nxtbook.com/mspc/independentbanker/july2021
https://www.nxtbook.com/mspc/independentbanker/june2021
https://www.nxtbook.com/mspc/independentbanker/may2021
https://www.nxtbook.com/mspc/independentbanker/april2021
https://www.nxtbook.com/mspc/independentbanker/march2021
https://www.nxtbook.com/mspc/independentbanker/february2021
https://www.nxtbook.com/mspc/independentbanker/january2021
https://www.nxtbook.com/mspc/independentbanker/december2020
https://www.nxtbook.com/mspc/independentbanker/november2020
https://www.nxtbook.com/mspc/independentbanker/october2020
https://www.nxtbook.com/mspc/independentbanker/september2020
https://www.nxtbook.com/mspc/independentbanker/august2020
https://www.nxtbook.com/mspc/independentbanker/july2020
https://www.nxtbook.com/mspc/independentbanker/june2020
https://www.nxtbook.com/mspc/independentbanker/may2020
https://www.nxtbook.com/mspc/independentbanker/april2020
https://www.nxtbook.com/mspc/independentbanker/march2020
https://www.nxtbook.com/mspc/independentbanker/february2020
https://www.nxtbook.com/mspc/independentbanker/january2020
https://www.nxtbook.com/mspc/independentbanker/december2019
https://www.nxtbook.com/mspc/independentbanker/november2019
https://www.nxtbook.com/mspc/independentbanker/october2019
https://www.nxtbook.com/mspc/independentbanker/september2019
https://www.nxtbook.com/mspc/independentbanker/august2019
https://www.nxtbook.com/mspc/independentbanker/july2019
https://www.nxtbook.com/mspc/independentbanker/june2019
https://www.nxtbook.com/mspc/independentbanker/may2019
https://www.nxtbook.com/mspc/independentbanker/april2019
https://www.nxtbook.com/mspc/independentbanker/march2019
https://www.nxtbook.com/mspc/independentbanker/february2019
https://www.nxtbook.com/mspc/independentbanker/january2019
https://www.nxtbook.com/mspc/independentbanker/december2018
https://www.nxtbook.com/mspc/independentbanker/november2018
https://www.nxtbook.com/mspc/independentbanker/october2018
https://www.nxtbook.com/mspc/independentbanker/september2018
https://www.nxtbook.com/mspc/independentbanker/august2018
https://www.nxtbook.com/mspc/independentbanker/july2018
https://www.nxtbook.com/mspc/independentbanker/june2018
https://www.nxtbook.com/mspc/independentbanker/may2018
https://www.nxtbook.com/mspc/independentbanker/april2018
https://www.nxtbook.com/mspc/independentbanker/march2018
https://www.nxtbook.com/mspc/independentbanker/february2018
https://www.nxtbook.com/mspc/independentbanker/january2018
https://www.nxtbook.com/mspc/independentbanker/december2017
https://www.nxtbook.com/mspc/independentbanker/november2017
https://www.nxtbook.com/mspc/independentbanker/october2017
https://www.nxtbook.com/mspc/independentbanker/september2017
https://www.nxtbook.com/mspc/independentbanker/august2017
https://www.nxtbook.com/mspc/independentbanker/july2017
https://www.nxtbook.com/mspc/independentbanker/june2017
https://www.nxtbook.com/mspc/independentbanker/may2017
https://www.nxtbook.com/mspc/independentbanker/april2017
https://www.nxtbookmedia.com