Immediate reassurance
Confirm the caller is safe. Elevators are designed to hold people safely; they are not in danger of falling.
Required info
- Which elevator (elevator ID if visible on the interior plate)
- Approximate floor
- Anyone in distress, medical condition, or child present?
- Lights on? Fan running?
Escalation
- Medical concern → SEV 1, call 911 + elevator vendor simultaneously
- Child or multiple occupants → SEV 2, expedited vendor call
- Single adult, no medical issue → SEV 3
Keep the caller engaged
Stay on the line. Confirm vendor ETA. Do not let them attempt to pry doors open.