How Condo Security Guards Respond to Elevator Entrapments

While a broken or stuck elevator is usually a rare occurrence, accidents can happen due to elevator misuse, power outages, or faulty equipment. Residential security guards are typically the first on the scene to assist when individuals become trapped inside an elevator, also known as elevator entrapment. Condominium security guards need to help occupants stay calm while adhering to protocols when an elevator entrapment occurs. A swift, decisive response can significantly mitigate risks. 

Why Do Security Guards Respond to Broken Elevators?

A condominium security guard’s responsibility is to ensure resident safety, which includes responding to critical situations such as broken elevators. Security guards are often the only building staff members present to aid when someone becomes stuck in an elevator. Time is critical during these situations, and a quick response is essential. 

Condo security guards, including uniformed security guards and concierge security guards, are not only the most likely to first receive a broken elevator alert, but residents also trust them. As a result, an attentive security guard is a helpful and reassuring presence for those trapped in an elevator. 

Standard Condo Security Guard Elevator Entrapment Response

Keeping calm and following protocol is a residential security guard’s key to responding to an elevator entrapment. Following the steps outlined below ensures a swift rescue and minimal distress for trapped individuals. 

1. Receive the Alert

Elevators have an emergency button that individuals can press if their elevator breaks down mid-ride. This button activates a communication system connecting the elevator with the building’s front desk. 

Older elevators, those that haven’t been maintained in a while or that currently lack power, may not have functioning communication systems. In these situations, trapped individuals may call the front desk using a cell phone. 

Many elevators have systems that communicate the location of a stuck elevator to the building’s front desk, which the security guard should note for maintenance teams. 

2. Establish Communication

Once the security guard has received the alert, their first priority is to speak to trapped individuals using the elevator’s communication system, intercom, or over a cellphone or outside the doors if electronic options aren’t available. 

The security guard reassures the occupants and keeps them calm by using a professional, level tone of voice. The guard also gathers information about the number of people trapped and any medical issues individuals may have. 

At any point throughout the process, if a medical emergency occurs, the security guard will immediately call 911 while maintaining contact with individuals inside the elevator. Note that a security guard should only call 911 if an occupant experiences an emergency.

4. Discouraging Rescues and Escapes

Security guards should not attempt to rescue individuals themselves, and they will encourage stuck individuals to remain inside the cab and not attempt to pry open the doors. Additionally, security guards should not try to fix the broken elevator. Untrained rescues, escapes, and attempted repairs can lead to expensive repair costs at best and serious injuries at worst.

5. Notify Maintenance Teams

After establishing communication with individuals inside the elevator, the guard immediately contacts building maintenance or the elevator company to initiate rescue procedures. The party the guard will contact depends on property management and may vary between buildings. Some residences may have specific protocols that involve notifying the property manager before contacting elevator maintenance.

As mentioned previously, security guards should only dial 911 in an emergency. First responders may unnecessarily damage the elevator if called to the scene outside of emergency circumstances, resulting in expensive repairs and inconvenience for other residents.

6. Touch Base With Occupants

Following communication with the appropriate parties, the security guard will update the elevator occupants, reassure them that help is on the way, and give a time estimate as to when maintenance will arrive. 

7. Secure the Area

The condo’s security team will secure the area around the elevator, particularly in the lobby, to prevent further use. Guards may post signage or cones indicating that the affected elevator is out of service.

8. Support and Monitor

The security guard will stay in contact with trapped individuals to provide updates and reassurance until help arrives. If the elevator has a CCTV feed, the security guard may visually confirm the occupants’ well-being and monitor for signs of panic, claustrophobia, or health issues. They will relay any changes to responders or call 911 if necessary or requested. 

9. Coordinate with Maintenance Personnel

Once the elevator maintenance team arrives, the condominium security guard will update them on the situation and inform them of the elevator’s location and the number of people inside. The security guard will also provide access to any switch panels and operating equipment that maintenance needs to access. Throughout the maintenance process, guards will keep the area clear of bystanders. 

10. Write an Incident Report

Once the trapped individuals have been successfully freed, the condo security guard must write a detailed report of the incident, including the time the elevator broke down, which specific elevator was affected, details about individuals trapped inside, steps taken, elevator damage if applicable, and the cause of the broken elevator. 

Detailed reports help identify root causes, assess damage, and allow property management to adjust elevator maintenance plans accordingly. While residential security guards are not responsible for maintaining or fixing elevators, reporting can help identify commonalities and ongoing issues.

How Mobile Security Guards Respond to Elevator Entrapments

Mobile security patrols offer a vital layer of protection for buildings without a static security presence, especially during critical situations. Mobile guards follow the same protocols as their static counterparts. When a condominium partners with Blackbird Security for mobile patrol services, residents and building management can feel confident knowing support is present at any time. 

If a resident becomes trapped in an elevator, having periodic mobile patrols set up at the site can significantly reduce their wait time for help. Mobile guards conduct foot patrols during each stop, which include routine maintenance checks on key areas like elevators. In the event of an emergency, these patrols act as a reliable safety net, able to respond quickly and provide immediate assistance.

Partner With The Best Condominium Security Provider In Canada

Condominium security guards provide essential assistance when someone becomes trapped in an elevator. A well-trained residential security team will respond quickly, coordinate with building maintenance, and offer calm, reassuring support to those trapped inside.

At Blackbird Security, we take safety seriously. That’s why our security guards receive comprehensive scenario-based training and take courses in Customer Service, Peaceful De-escalation, Report Writing, Standard First Aid, and more through Blackbird Academy. 

Curious to find out how condominium security guards help in other critical scenarios? Explore our Definitive Guide to Condominium Security.