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How to handle client emergencies on trail

PURPOSE AND SCOPE

This SOP defines how Customer Support and On-Call staff must respond when clients report medical emergencies or serious safety incidents.

This SOP follows the Emergency Response & Safety Management Plan, which states that:

  • Life-threatening emergencies are outside the scope of Customer Support, as are any situation that requires rescue
  • Clients must immediately contact local emergency services
  • Pygmy Elephant provides secondary logistical support only
  • Staff must never delay medical intervention

This SOP applies to all communication channels: phone, email, WhatsApp Chat, and Lux WhatsApp Groups.

KEY PRINCIPLES (from Emergency Safety Plan)

1. Life-threatening emergencies and rescue are NOT handled by Pygmy Elephant

Clients must be directed to call local emergency services immediately
 — Emergency Plan 2.1 (Excluded Items)

2. Local emergency services handle medical emergencies and rescue

— Emergency Plan 2.2 (Safety Policy)

3. If the client contacts us instead of calling emergency services

Support staff must:

  • Record the situation and location
  • Advise the client to call emergency services immediately
  • Relay information to responders when helpful
  • Provide logistical support after rescue
    — Emergency Plan 2.6 (Life-Threatening Emergencies)

DEFINITIONS

Life-Threatening Emergency
A medical or safety situation requiring immediate professional responders (EMS).
Examples: severe injury, unconsciousness, major bleeding, difficulty breathing, heatstroke, hypothermia, or any imminent threat to life.

Rescue
Any operation performed by trained emergency personnel or authorized agencies to extract, stabilize, evacuate, or medically assist an individual who is lost, injured, incapacitated, or otherwise unable to safely continue without specialized intervention.

Non-Life-Threatening Medical Issue
Minor injuries or discomfort requiring care but not EMS (e.g., soreness, minor sprain, blister).

Local Emergency Services
The appropriate country-specific emergency number (e.g., 112, 911, 144). Provided to all clients pre-trip.

PROCEDURE

1. WHEN A CLIENT REPORTS A LIFE-THREATENING MEDICAL EMERGENCY

Whether via phone, WhatsApp, email, or Lux group:

Step 1 — Tell them to call local emergency services immediately

Script:
 “You must call local emergency services right now. They are the fastest and only responders for medical emergencies.”

Step 2 — Record the situation and location

Document:

  • GPS or described location
  • Nature of the emergency
  • If client is alone or with companions
  • Time of call/message

Step 3 — Create an emergency ticket in HubSpot

Ticket name format:
EMERGENCY – MEDICAL – [Client Name / Group Name]

Step 4 — Notify internal leadership immediately

Notify via Slack (CS channel + direct message to):

  • Operations Lead
  • Andrew Delmenhorst +1 414 243-9546 (personal cell number, do not distribute) 

Step 5 — Provide secondary logistical support

After EMS has been contacted, you may assist with:

  • Contacting hotels or transfers
  • Arranging last-minute accommodations
  • Contacting travel companions or family
  • Providing translation support
  • Adjusting itineraries
  • Coordinating extraction logistics if EMS requests information

Step 6 — Document everything thoroughly

Document:

  • Timeline of events
  • All actions taken
  • Conversations with client, EMS, or bystanders
  • Follow-up tasks

2. WHEN A CLIENT REPORTS A NON-LIFE-THREATENING MEDICAL ISSUE

Examples: minor sprain, nausea, fatigue, mild dehydration.

Procedure:

  • Follow urgency rules in SOP 1 + SOP 2
  • Help locate local clinics or pharmacies if applicable
  • Assist with transfers, taxis, or accommodations
  • Create a HubSpot ticket and monitor progress
  • Escalate if condition worsens
  • If risk increases → reclassify as Medical Emergency and follow this SOP

3. WHEN A CLIENT REFUSES TO CALL LOCAL EMERGENCY SERVICES

If a client insists on involving Pygmy Elephant instead:

  1. Repeat clearly:
    “Local emergency services are the only qualified emergency responders. You need to call them immediately.”
  2. Stay on line/chat while they call (if possible). 
  3. Assist them in locating the correct emergency number if needed. 
  4. Document refusal in the ticket.
  5. Proceed with support after emergency responders take over.

4. WHEN A BYSTANDER CONTACTS US ABOUT A CLIENT

Follow all Medical Emergency steps, with special attention to:

  • Clarifying the client’s condition
  • Confirming the exact location
  • Getting a callback number for the bystander
  • Encouraging the bystander to call EMS immediately if not already done

Create an EMERGENCY – MEDICAL ticket and escalate internally.

5. FOLLOW-UP AFTER A MEDICAL EMERGENCY

  • Continue all logistical support tasks
  • Update leadership when resolved
  • Assist with itinerary changes

  • Contact accommodations, transfers, or luggage handlers if needed
  • Support family communication
  • Document the full incident in HubSpot
  • Ensure the event is logged for Safety Review procedures

QUALITY STANDARDS / CHECKS

  • Client advised to contact EMS immediately
  • No delay in emergency escalation
  • Emergency ticket created and fully documented
  • Leadership notified immediately
  • Logistical support continues after responders take over
  • Incident documented for later review

LINKED DOCUMENTS

  • SOP 1 – Customer Support Intake & Ticket Creation
  • SOP 2 – Customer Support On-Call & Daily Operations
  • Emergency Response & Safety Management Plan
  • Customer Support End-of-Shift Reporting SOP
  • HubSpot Ticket Pipeline Guide