Elevator Emergencies: A Guide for Facility Staff 

An elevator breakdown or entrapment is one of the most high-stress situations a facility team can face. However, with a little preparation and knowledge, the event does not need to devolve into panic. In fact, your property manager and facility team should have a plan in place so they can handle the situation with confidence, not in crisis. 

Let’s look at what a property manager and their facility crew should do in these circumstances, and how to prevent breakdowns or emergencies in the future. 

Immediate Action & Communication (First 5 Minutes)

The initial response in any emergency is critical. Remain calm and rely on training and preparation to keep passengers calm. Resist the urge to act impulsively; instead, gather information so you know what to do next. 

Assess the Situation 

The facility team’s first action should be to assess the situation. Confirm whether the event is a simple mechanical breakdown involving accessible parts or something more serious, such as passenger entrapment. Determine whether the event is due to a larger building-wide issue, such as a power outage, gas leak, fire, or other emergency. If possible, determine where the elevator is stuck and if it is manually accessible from an adjacent floor. 

Establish Contact

If you suspect passengers are onboard, establish contact through the intercom system or the emergency communication system in the cab. If this does not work, try speaking through the door or via a cellphone. 

Collect Passenger Information 

If passengers are on board, collect essential information, including their names and whether they have a medical issue in the cab or anticipate any medical needs. 

Determine Who To Call

Make decisions within the first few minutes of any elevator emergency. If passengers on board are injured or need medical assistance, property managers should call 911 to alert the proper emergency authorities, such as EMTs and fire response vehicles. 

If no passengers are in the elevator and there are no emergent medical needs, call the Elevator Service Provider immediately. Remember that fire and rescue respond to human life needs over machinery. If they need to make a rescue, it could damage the elevator doors and/or equipment. If no lives are in danger, a service provider may be able to resolve the issue quickly while still protecting your equipment. 

What Facility Staff Should Not Do

While assessing the situation and contacting the proper authorities should come first, facility staff should also avoid certain actions. 

This includes not trying to pry the doors open on their own without input from mechanics or rescue professionals. They should also not reset power breakers unless explicitly instructed by a certified service provider, as the power interruption can move the cab. 

Strategies for Ensuring Elevator Safety

To address emergency situations, property management and facility teams should follow several best practices such as: 

• Train for emergencies, including those that affect the entire building and those contained to the elevator system. 
• Schedule regular maintenance with a qualified service provider, such as Buckley Elevator. 
• Work with authorities to ensure elevator safety protocols align with broader emergency response strategies.

Elevator emergencies can be unpredictable, but you don’t have to face them alone. A prepared facility team is your building’s first line of defense. Trust Buckley Elevators for rapid 24/7 emergency dispatch, proactive maintenance programs, and code-compliant elevator safety upgrades to keep your building safe and reliable for everyone who enters.