Addressing Fraud and Scams in APS Service Plans

Instructor-Led Training

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About the Academy & APSWI

The Academy is a project of San Diego State’s School of Social Work. Serving over 20,000 health and human services professionals annually, the Academy’s mission is to provide exceptional workforce development and learning experiences for the transformation of individuals, organizations and communities.

APSWI, or Adult Protective Services Workforce Innovations, is a training program of the Academy that provides innovative workforce development to APS professionals and their partners.

ACADEMY PROGRAMS

San Diego State University

Purpose of Land Acknowledgement

The purpose of a land acknowledgement is to recognize the relationship of Indigenous peoples to the land. It is multi-faceted in it’s meaning. It shows respect to the people of the land, to the land itself and to their relationship to one another. They are statements that recognize the dispossession from the land, the harm brought by colonial practices, beliefs and policies. They validate and recognize the continued presence of Indigenous peoples everywhere. Lastly, when offered in earnest and with sincerity, they are the first steps in reconciliation and healing.

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For millennia, hundreds of Tribal nations have been a part of this land. This land has nourished, healed, protected, and embraced them for many generations in a relationship of balance and harmony.

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As members of the Academy community, we acknowledge this legacy. We promote this balance and harmony. We find inspiration from this land and it’s original inhabitants of this Nation.

�Making a statement isn’t enough. It is important that we share ways people can take action to support Native American people and land back efforts.

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https://native-land.ca/

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Land Acknowledgement

National Deliveries

How To Take Action

While developing a Land Acknowledgement statement is an important step towards reconciliation and healing, the statement alone is not enough. It is important to also identify concrete steps and actions that can be taken.

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These actions can involve putting in time and effort to research and learn more about the indigenous communities of the lands you are on; returning artifacts and land to their appropriate tribal communities; working to protect and preserve the land, and much more.

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For more information and resources, see our Land Acknowledgement page at: https://theacademy.sdsu.edu/land-acknowledgement/

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Housekeeping

Technology

Agenda

Agreements

Learning Objectives �

• Recognize prevalent types of scams impacting the APS client population and the role of technology and social engineering used.

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• Describe the psychological, cognitive, and social factors that increase scam susceptibility and barriers to reporting.

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• Identify effective interventions to support person-directed service planning.

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Introduction to “Fraud” and “Scams” �

Legal term for deception used to gain money or resources

Informal term for deceptive schemes

Language shapes how clients understand and respond to fraud

At the Watercooler Chat�

Think of a recent scam or fraud you have witnessed or heard about from clients.

Fraud and Manipulation �

SOCIAL ENGINEERING

• If you see someone in a brown uniform carrying a box, what do you assume?

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• If your boss usually emails you during work hours, how would you react to a midnight message?

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• When you get a friend or an email from your bank, how closely do you check the sender’s details?

Manipulating people into giving up information or access

Common

Characteristics

Time Spent Online

Digital Literacy

Financial Literacy

Emotional and Social Isolation

Mental Health

Cognitive Decline

Income Level

Age

Warning Signs of Fraud Victimization �

Unsolicited Contact

Unusual Communication Channels

Pressure to Act Quickly

Request for Sensitive Information

Unusual Payment Methods

Inconsistencies

Warning

Signs

• Unsolicited calls
• Personal info used
• Fabricated emergencies
• Government impersonation
• Charity appeals
• Tech support ruse
• Landline reliance
• Trust in authority
• Cognitive/social vulnerability

• High-pressure tactics or threats

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• Requests for gift cards or wire transfer

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• Instructions to download software

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• Refusal to provide verifiable contact info

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• Caller claims urgency or secrecy

• “Grandchild in trouble” calls
• Fake arrests or medical emergencies
• Scammer poses as relative or official
• AI-generated voices or videos
• Courier pickup or wire transfers
• Personal info pulled from social media

• Urgency and secrecy

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• Emotional manipulation

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• Gift cards or wire transfer requests

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• AI-generated voice or video

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• “Don’t tell anyone”

• Phishing = fake emails
• Smishing = fake texts
• Impersonate banks or agencies
• Urgent messages trigger fear
• Fake links steal info
• Realistic websites mimic legit ones
• May include partial personal info
• Targets email & smartphone users

• Unexpected messages from banks or agencies

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• Spelling or grammar errors

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• Requests for personal or financial info

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• Links that don’t match official URLs

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• Pressure to act immediately

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• Mention of compromised accounts or packages

• Start on social media or dating apps
• Scammer poses as military officer or businessperson
• Use stolen photos & fake profiles
• Gradual emotional grooming
• Shared stories & flattery
• Crisis introduced (money needed)
• Escalating financial requests
• Threats or emotional blackmail if victim hesitates

• Rapid emotional bonding

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• Requests for money tied to emergencies

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• Avoidance of video calls or meetings

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• Payment via cards or crypto

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• Emotional blackmail or threats

• Start with unsolicited contact
• Often linked to romance scams
• “Insider” crypto or trading tips
• Fake dashboards show growth
• Victim encouraged to invest more
• Withdrawal blocked by fake fees
• Payment via crypto, wire, or gift cards
• Exploit hope, trust, and fear

• Unsolicited investment advice

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• Guaranteed high returns

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• Fake dashboards showing growth

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• Request for crypto, wire, or gift cards

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• “Pay fees/taxes to withdraw”

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• Emotional manipulation or secrecy

When you hear the phrase, “financial harm from fraud,” what words or images come to mind?

• Financial loss

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• Ongoing financial harm through identify theft

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• Cost of recovery

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• Impact on financial stability and service planning

• Shame, embarrassment shaped by others’ reactions

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• Ageism can worsen emotional harm

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• Fear of losing financial control

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• Worry about being judged or deemed incapable

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• Social withdrawal, isolation, increased vulnerability

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• Anxiety, depression, PTSD symptoms

Waterfall Chat

• Stress harms the body

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• Mental health toll

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• Isolation deepens risk

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• Fear of losing autonomy

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• Daily life disrupted

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• Age-related changes affect risk detection and decision-making

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• Emotional scams bypass logic targeting reward and attachment systems

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Changes in Neurocognition and Decision-Making �

Amygdala:

• Processes emotional salience
• negative cues & positive cues

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vmPFC:

• Integrates emotional signals into decision-making
• Ability to stop when something feels wrong

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Insular Cortex:

• Interrupts bodily signals
• intuitive awareness of danger

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How Brain Changes Impact Scam Susceptibility

• Frontal lobe aging → reduced executive function

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• Difficulty weighing long-term vs. short-term outcomes

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• Avoidance/delegation of financial or healthcare decisions

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• Neurochemical shifts → altered risk perception and impulse control

Brain Region Match-Up Activity

Additional Cognitive Vulnerabilities

• Loneliness linked to cognitive decline

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• Isolation → elevated stress hormones (e.g., cortisol)

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• Cortisol may damage frontal cortex (decision-making)

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• Early signs: missed bills, poor judgment, unusual purchases

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• Financial missteps may precede cognitive diagnosis

Loneliness and Fraud Susceptibility �

• Loneliness activates the brain’s threat response system
• Reduces judgment, increases emotional reactivity
• Linked to cognitive decline and scam susceptibility
• Scammers target emotional needs

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APS role: assess isolation,

explore online behavior,

normalize experience

Discussion: Exploring the Digital Landscape

• What types of technology are your clients using to stay connected?

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• How might these platforms increase exposure to scams like romance fraud, phishing, or emergency scams?

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• What are some red flags you’ve seen in your casework that were linked to technology use?

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• How can APS professionals support safe digital engagement while respecting autonomy?

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Barriers to Reporting �

• Shame & fear may prevent disclosure

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• Denial is common, especially in emotionally charged scams

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• Systems are complex

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• Access issues: tech, language, rural areas

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• Early cognitive signs may warrant evaluation

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APS role: support, validate, assist with reporting

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• Create a safe, nonjudgmental space
• Use reflective listening and affirm emotions
• Normalize the experience
• Focus on scammer behavior, not client choices
• Use plain language and avoid jargon
• Allow time to process and reflect
• Highlight client strengths and resilience
• Be culturally responsive and inclusive
• Adapt to language and sensory needs

The Scams Inverted Intervention Triangle

LEAST RESTRICTIVE

MOST RESTRICTIVE

Natural Supports & Financial Routines

Community-Based Services

Voluntary Legal Planning

Financial Oversight

Protective Legal Orders

Civil Commitments

Substitute Decision-Making

Harm Reduction

• Reduce impact, even if contact continues

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• Support safer choices without judgment

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• Focus: safety, autonomy, future change

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• Tailor interventions to client’s strengths and risks

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• Collaborate with support networks

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Interventions for Clients with Decision-Making Ability

Additional Strategies to Consider

• Auto bill pay to reduce missed payments and impulsive spending

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• Monitoring accounts with a trusted support person

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• Representative Payee for Social Security or SSI benefits

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• Financial guardian for veterans benefits

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• Spending alerts or transaction limits through financial institutions

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• Referral to financial counseling or fiduciary services

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• Education on scam prevention and digital safety tools

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• Coordination with community-based programs to reduce isolation and increase protective social contact

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Clients without Decision-Making Ability

Strategies

• Use least restrictive options first
• Presume ability unless formally assessed
• Include clients in decisions when possible
• Document thoroughly
• Assess decision-making ability
• Consider POA, Representative Payee, or Conservatorship
• Apply financial safeguards
• Ensure digital safety
• Provide emotional support and connect to mental health services

Activity: Without Decision-Making Ability

Discuss

Maria is an 84-year-old woman with moderate neurocognitive disorder who has sent over $10,000 to a romance scammer. She believes she is engaged to the man and refuses to stop contact. Her son has Power of Attorney but is unsure how to intervene.

What are the next steps?

How would you coach the son?

Applying these Skills to Fraud Cases �

Read and review the case scenario

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• What are the key concerns?
• What additional information would you want to gather?
• What would a person-directed response look like?
• What resources or referrals would you recommend?
• How would you approach service planning and follow-up?

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Participate in discussion and reflection

Review and Summary �

• Fraud schemes exploit trust, urgency, and emotion
• Brain changes increase scam susceptibility
• Emotional harm leads to shame, fear, and isolation
• Barriers to reporting include denial, tech access, and stigma
• Trauma-informed communication builds trust
• Service plans must reflect values, culture, and ability

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P-I-E

• Priceless piece of information
• What has been the most important piece of information to you today?

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• Item to implement
• What is something you intend to implement from our time together today?

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• Encouragement you received
• What is something that you already are doing and were encouraged to keep doing?

Evaluations

Your feedback is valuable!

• Please complete evaluations.

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Thank you for taking time out to spend on your own professional development.

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Thank you for what you do for our communities!

Thank You!

We envision a world where �the quality of life for individuals, organizations, and communities �is transformed into a healthier place.