Addressing Fraud and Scams in APS Service Plans

Instructor-Led Training

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Academy programs: Apex, A P S W I, C W D S, Lia, Sacks, and Tribal Star.

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Providing approximately 50,000 learning experiences to 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 program of the Academy that provides innovative workforce development to APS professionals and their partners.

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San Diego State University

The Academy for Professional Excellence is a project of SDSU School of Social Work. Funding is administered by SDSU Research Foundation.

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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Land Acknowledgement

National Deliveries

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 its 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. This can involve researching and learning more about the indigenous communities of the lands you are on at Native Land Digital; 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.

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

Fraud and Manipulation �

SOCIAL ENGINEERING

Manipulating people into giving up information or access

• 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 request or an email from your bank, how closely do you check the sender’s details?

At the Watercooler Chat�

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

Common Characteristics

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 �

Red

Flags

Inconsistencies

Unsolicited Contact

Unusual Communication Channels

Pressure to Act Quickly

Request for Sensitive Information

Unusual Payment Methods

Fraud Type: Phone Scams

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

Fraud Type: Emergency Scams

• “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

Fraud Type: Phishing/Smishing

• 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 and smartphone users

Fraud Type: Romance Scams

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

Fraud Type: Investment Fraud

• 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

Consequences of Fraud: Word Cloud

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

Consequences of Fraud: Financial Harm

• 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

Consequences of Fraud: Emotional Harm

Waterfall Chat

• 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

Consequences of Fraud: Health and Social

• 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

Resource Mapping

• Brainstorm supports for clients experiencing fraud and record your ideas on the Fraud Recovery Resource Mapping Worksheet.

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• Consider resources related to prevention, reporting, emotional support, financial recovery, legal advocacy, technology assistance, etc. Think locally as well: Identify at least one resource available in your county or region.

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• Large group share-out:
• One resource your group plans to use
• What surprised you
• How you choose which resource to refer to first
• Local gaps & partnership opportunities

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Correlation Between Fraud and the Brain

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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

Increase negative cues and increase positive cues

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vmPFC:

Integrates emotional signals into decision-making

Decrease ability to stop when something feels wrong

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Insular Cortex:

Interrupts bodily signals

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

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Barriers to Reporting �

• Shame and 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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Effective Communication with Clients

• 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

Motivational Interviewing-Inspired Approaches

Introduction to Service Planning

Fraud Recovery Service Planning

The Scams Inverted Intervention Triangle

LEAST RESTRICTIVE

MOST RESTRICTIVE

Natural Supports and 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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Cognitive and Behavioral Strategies

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

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.

Discuss

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?

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• What additional information would you want to gather?

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• What would a person-directed response and service plan look like?

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• What resources or referrals would you recommend?

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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!

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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!

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