As the assistant chief administrative officer (ACAO) of an organization, you hold the reins of leadership, steering your team toward success. However, a critical element in this journey is the trust you build with your staff. Trust isn’t given; it’s earned. It’s a vital component that fuels collaboration, innovation, and organizational morale. Here are 10 tried and tested ways that have helped me establish trust with my teams throughout my public service career:

1. Be Transparent.

Transparency is the foundation of trust. Your employees need to feel informed about the organization’s direction, successes, challenges, and changes. Regularly share updates through town hall meetings, emails, or newsletters. This open line of communication reduces uncertainty and demonstrates that you value their right to know.

Tip: Implement a monthly all-staff meeting where you discuss your elected officials’ meetings, upcoming projects, and any organizational changes, such as upcoming staff retirements or resignations. Encourage questions and provide honest answers without breaking “executive privilege.”

2. Lead by Example.

We’ve all heard the expression “from the top down.” As ACAOs, our behavior sets the tone with our team. Leading by example means that we are exhibiting the qualities that we expect from our team: integrity, accountability, and dedication. When employees see these traits in you, they are more likely to mirror them, creating a culture of trust and respect.

Tip: Show up on time, meet deadlines, and be present (purposefully). Looking back, the moments when I have publicly stated in front of my team that I made a mistake are the moments that I can pinpoint when the pendulum swung toward them gaining trust in me. Never deny your mistakes and always take ownership of them!

3. Empower Your Team.

Trusting your employees with responsibilities shows that you believe in their capabilities. Delegate meaningful tasks and give them the autonomy to execute these tasks in their own way. This empowerment fosters a sense of ownership and commitment to the organization’s goals.

Tip: Assign projects based on your employees’ strengths and allow them to take the lead. Provide guidance but avoid micromanaging. And never, never take the individual credit for work that was done by your team. Always give the credit to your team, even if it was your brainchild.

4. Show Appreciation.

Recognizing and appreciating your employees’ hard work builds trust and loyalty. Acknowledge their contributions, both big and small, and celebrate successes together. This recognition makes employees feel valued and reinforces their importance to the organization.

Tip: If your organization doesn’t have one yet, implement an employee recognition program. Regularly highlight achievements in meetings or internal communications. Want to build cred with the manual laborers? On an unseasonably hot day, get out from behind the desk and anonymously deliver an ice chest full of water/sports drinks to their breakroom for when they return from work sites. Your individual investment will go miles with the crew when they eventually figure out it was you (even when done anonymously, they still figure it out somehow).

5. Listen Actively.

Active listening demonstrates that you value your team’s opinions and concerns. Create a culture where feedback is welcomed and acted upon. This two-way communication builds a sense of trust as employees feel their voices are heard and respected.

Tip: Hold regular one-on-one meetings with team members. Encourage open dialogue and provide constructive feedback. While you have them in that setting, ask them about any plans they have for the weekend. Get to know them! (This will help achieve #10.)

6. Be Consistent.

Consistency in your actions and decisions builds predictability, which fosters a sense of trust. Employees need to know that your word is reliable and that your behavior will remain steady in various situations. This reliability fosters a stable work environment where trust can thrive.

Tip: Develop clear policies and stick to them. Ensure that your actions align with the values and promises you communicate. It is imperative that you enforce policies fairly across the board and not play favorites. And if you do play favorites, your team will notice, which will destroy the trust you’ve worked so hard to build.

7. Invest in Development.

Show your commitment to your team’s growth by providing opportunities for professional development. When employees see that the organization is willing to invest in their future, they are more likely to invest their trust in the organization.

Tip: Offer training programs, workshops, and opportunities for career advancement. Encourage continuous learning and development. If your agency doesn’t have an internal “leadership academy,” take action and develop one!

8. Handle Mistakes with Grace.

How you deal with mistakes significantly impacts trust. Instead of placing blame, approach errors as learning opportunities. This attitude encourages a culture of growth and innovation, where employees feel safe taking calculated risks.

Tip: When mistakes occur, hold a debriefing session to understand what went wrong and how to improve. Focus on solutions rather than assigning blame.

9. Be Authentic.

Authenticity fosters genuine connections. Share your own experiences and challenges that have guided your career path. Authenticity in your leadership style makes you more relatable and trustworthy to your staff.

Tip: Be open about your journey, including both successes and setbacks. Your vulnerability will encourage employees to be more open and authentic themselves. I once made a huge error in my decision making. I made an operational decision without first consulting the staff that it affected directly. Once I realized my error, I had a choice to either dismiss it or own it. It was a tough pill to swallow, but I owned my mistake publicly in a staff meeting. To this day, that team still teases me about it, but it was a moment in my career that I know solidified the trust between my team and me.

10. Build Relationships.

Lastly, personal relationships are the bedrock of trust. Take the time to get to know your employees beyond their job titles in a purposeful manner. Show interest in their personal lives, aspirations, and well-being. These personal connections strengthen the overall trust within your organization.

Tip: Make an effort to remember personal details about your employees and follow up on them. Ask your team about their kids, pets, partner, hobbies, etc.—and be genuinely interested.

Conclusion

Building trust as an ACAO is a continuous journey that requires dedication, transparency, and empathy. By fostering an environment where trust is prioritized, you not only enhance employee morale but also pave the way for a more innovative, collaborative, and successful organization. Trust is the invisible currency that drives long-term success, and as a leader, your role in cultivating it is paramount.

TIPHANIE MAYS is assistant chief administrative officer for Colerain Township, Ohio, USA.