Elevator entrapments are stressful for passengers and challenging for building staff, but with the right procedures in place, entrapments can be handled safely, calmly, and efficiently.

Here are a few best practices to keep in mind for security and building staff:

Test elevator communication systems at least once per month.

Train security and building staff on entrapment response:

• Answer emergency calls calmly and ask passengers to identify themselves, and ask if there are any medical concerns.

• Let the passenger know help is on the way, and check in with them every 3-5 minutes.

Immediately contact your elevator maintenance provider:

• Provide the car designation, the number of passengers, and the time the elevator went out of service.

• Request the estimated arrival time and the name of the dispatched mechanic.

• If the arrival time exceeds your building’s acceptable benchmark, be prepared to escalate to emergency services.

• If delays occur, reassess the situation based on the passenger's well-being.

Document all procedures taken, timelines, calls, etc.

Monitor trapped passengers via cameras when available.

Once the passenger is released:

• Check in to confirm they are okay and determine if medical attention is needed.

• Offer water.

• Some buildings choose to provide the trapped passenger with a goodwill gesture for the inconvenience.

Having a clear entrapment plan is critical for passenger safety and risk management. If you are experiencing shutdowns and entrapments, please reach out to BOCA Group for guidance, training support, or to schedule an elevator assessment.