DenCo
This is the time limit for a Denco entrapment, since the time voice contact was made with someone on the call list.
20 minutes
In our Action Pattern script, this is how long we ask passengers to press and hold the door open button
5 seconds.
If you do not get this information from the person that spoke with (regarding contacting someone on the call list) you must do call them back.
The Name of the person you spoke with.
You add this to your alarm when you get a call where you can hear someone attempting to speak to you.
a comment describing what was heard/not heard, if you can understand/ could not understand.
These types of elevators may not have a specific floor and/or a door open button.
Tram Phones
Wheelchair Lifts
On a standard Denco Entrapment, what must be obtained and relayed to the passengers before you are able to disconnect the call.
ETA or estimated time of arrival.
This person becomes a priority when a passenger has advised you that they have left them alone.
-underage children
This information needs to be gathered from any callers who are requesting assistance or request that we contact management.
-Name
- telephone number if they have one
(optional: Where they will be waiting)
After the elevator company has been dispatched for an entrapment and the passenger has since been able to exit, you will need to ask management this.
Do you still want the elevator company to respond.
When someone is not trapped but requires assistance, what information do we need to get from them and what do we advise them to do?
Name, Phone number and when they will be waiting.
Exit the elevator safely.
We ask for this from every person we contact for Denco Entrapments.
What's your estimated time of arrival?
These are at least 5 reasons that you would stay on the line with a passenger until they are able to exit.
- Pregnant 6 months or more
-children 12 or under
- They have asked for you to stay on the line with them.
- There are comments on the account that specify this.
-they have reported smelling smoke or a fire
- Prisoners elevator entrapment.
In order to ensure that you do not have to call management back after dispatching the fire department, saying this when leaving a voice mail is necessary.
"If I am not able to make voice contact with anyone I will be dispatching the fire department.
Before you contact management on a signal where no voice contact has been made, you must first make sure of this.
This is the second DT signal within the hour for the same elevator, uninterrupted and the comments do not state to do something different.
During an inspection, you have low quality audio. After the test call, what do you do if you could not reach management to advise them of it. Be Specific
Create a service call maintenance issue for the audio quality.
Do this when we receive a second call (callback) from the same elevator despite the ETA.
Dispatch Fire department.
These are the questions that you ask passengers when they have expressed signs of claustrophobia.
Do you need immediate medical attention? Would you like me to stay on the line?
When contacting management for an elevator call where the passenger is not stuck but needs assistance, what 2 things do we advise callers to do?
Help themselves/ reach out to management themselves and waiting outside/ somewhere other than the elevator.
This is the resolution code used when you have dispatched the elevator company and a passenger has called back to advise that they were able to exit.
EE
What piece of information is common to find in the comments of most storage facilities, that need to be provided to anyone responding to entrapments.
-- The gate code.
These are the first lines of the script when a passenger has answered "yes" to any of the first initial entrapment questions.
I'm having another team member dispatch the fire department. I need to obtain some additional information from you for the property, okay?
Scenario: A trapped passenger calls back at 1:30pm (Original entrapment: 12:40pm) - They stated that they have been in the elevator too long and now are having a panic attack and pain in their chest.
Explain Step by step how you would proceed with this call.
-Escalate
- mute the phone and get an AEMD operator/ Request med on chat
-read the non AEMD script
-Transfer your call
-Suspend your screen
-on the back of the account, add a comment to the event : EX Transferred the call to BHALIMI for AEMD
For elevator enhanced 911 phones, these are 3 exceptions to closing your alarm as "CM"
-There are no management contacts- Close as DT
-Another operator is currently answering a previous signal, and you advise them of your signal as well. (so they will contact management)- close as EC
-If you have received a signal, where within the last hour management has confirmed that there is a Kings 3 tech on site-
When getting an elevator callback where an entrapment has been reported but the phone immediately disconnected we need to attempt to obtain this.
Verification that this is the same entrapment and the script information that was not able to be obtained in the initial call.
During an elevator callback, what is the process for when a passenger calls back less than 10 minutes since the entrapment script was submitted into the activity log and the previous operator is still working on it.
-Verify that it is the same entrapment.
-Ask if the passenger is still ok.
-Update them with actions that have been taken.
-Ask if it is ok to disconnect.
- Advise the other operator of the callback.
-Add comments
- Close EC