People Trapped in an Elevator: A Facility Staff Response Guide
An occupied stalled elevator needs prompt specialist assistance and clear communication. Building staff can coordinate help without attempting a rescue from the hoistway.
What to do
Establish contact
Use the installed communication system or another safe communication method. Ask how many people are inside and whether anyone is hurt or in distress. Tell them to stay inside and away from the doors while help is arranged.
Dispatch qualified assistance
Call the elevator service emergency number and follow the site entrapment protocol. Give the building address, elevator ID and passenger condition. If communication fails or prompt help cannot be secured, escalate to emergency services rather than attempting release.
Keep the situation stable
Do not cycle the elevator breaker, use service keys or operate controls to experiment with movement. Do not promise a rescue time you have not received from the responding provider.
Prepare responder access
Keep other people away from the affected landing. Have an authorized person meet responders with access information and the elevator identification. Do not enter the shaft, pit or machine space to diagnose the stall.
Close the event correctly
After passengers are released by qualified personnel, keep the elevator unavailable until the responsible service provider confirms return to service. Record fault information, response times and follow-up repairs.
When to stop and hand it off
Tools and preparation
- Site emergency contact sheet
- Phone or radio
- Current floor plans
Bring only what the task and your training require. Follow the exact equipment instructions and site procedures. A listed tool does not authorize work on a hazardous or regulated system.
Leave a useful maintenance record
Record the exact location, observed condition, time, actions taken, person contacted and follow-up owner. Keep unresolved items visible. A completed checklist means the check was performed; it does not automatically mean the equipment passed or is safe.
References and further reading
These references support the safety principles above. Use the installed equipment manual and your site plan for equipment-specific procedures.
Related guides
General educational guidance for commercial-facility staff. Manufacturer instructions, site procedures, applicable requirements and trade qualifications take priority.