1.2 Establish trust and accountability within the team

This guide will help you answer 1.2 Establish trust and accountability within the team.

Trust and accountability are the foundation of effective teamwork in adult social care. When your team members trust each other and take responsibility, they work better together. This leads to improved outcomes for both staff and people who use your service.

In this guide, we will look att practical ways to create and maintain a culture of trust and accountability.

What is Trust in a Team?

Trust means believing that others will act honestly and reliably. In a trusted team, members feel safe to speak up, ask for help, or admit mistakes without fear of blame.

Examples of trust in teams include:

• Sharing ideas without ridicule
• Being honest about problems
• Supporting colleagues who need help
• Relying on others to complete tasks

If trust is low, staff may keep concerns to themselves or hesitate to contribute. This can weaken teamwork and lead to mistakes or poor care.

What is Accountability?

Accountability is when members accept responsibility for their actions and decisions. Each person owns their tasks and outcomes. They do not blame others for errors, and they recognise their own part in the team’s successes or failures.

Accountable teams:

• Complete work on time
• Admit when something has gone wrong
• Look for solutions, not excuses
• Learn from experience

Holding people accountable means balancing support with realistic expectations.

Your Role as Leader in Establishing Trust

As a leader or manager, you have great influence over team culture. Your actions set the tone for trust and accountability.

Ways you can build trust include:

• Leading by example—be fair, open, and honest.
• Keep your word—do what you say you will do.
• Apologise if you make mistakes.
• Treat everyone with respect, no matter their role.
• Avoid favouritism.

Staff notice your behaviour. If you show trust and respect, they are more likely to act the same way.

Creating a Safe Environment

A safe working environment means staff feel comfortable raising concerns, asking questions, or highlighting problems—without fear of negative consequences.

You can help build safety by:

• Responding calmly to mistakes or questions.
• Thanking people for their honesty.
• Focusing on solutions, not blame.
• Following up on feedback or concerns in private and respectful ways.

This encourages openness, which is the basis for trust.

Clear Communication Builds Trust and Accountability

Consistent and open communication helps prevent confusion. It shows that everyone’s voice matters and that staff understand expectations.

Good habits include:

• Regular team meetings where everyone can contribute.
• Giving clear instructions about tasks.
• Sharing news and updates promptly.
• Encouraging questions.
• Checking understanding, especially after giving instructions.

When communication is clear, people know what is expected. This makes it easier for them to be accountable.

Setting Clear Expectations and Boundaries

Your team needs to know what is expected of them. Clear boundaries help staff understand their roles, limits, and responsibilities.

How to set expectations:

• Provide written job descriptions for each role.
• Discuss standards and policies openly.
• Use staff handbooks or guides.
• Set service user-centred goals in care plans.
• Give specific examples of what good performance looks like.

Check understanding by asking people to explain back in their own words. If someone is unclear, repeat or rephrase.

Encouraging Accountability From Day One

Accountability is easier to achieve if you introduce it from the start.

You can:

• Set clear individual and team goals.
• Agree deadlines for tasks together.
• Make sure every team member can access the information and resources they need.
• Give staff regular opportunities to report progress, both privately and with the team.

When staff own their targets, they are more likely to reach them and admit any barriers they face.

Fostering Openness and Honesty

A culture of openness helps people trust that they will not be judged unfairly. They are more likely to take responsibility and less likely to cover up errors.

Ways to promote openness include:

• Being visible and accessible in your role.
• Holding regular, informal check-ins with each staff member.
• Encouraging people to speak up in meetings.
• Praising honesty and effort, not just success.
• Responding positively to feedback, even if it is difficult to hear.

If someone shares a mistake or issue, respond constructively. Ask how you or the team can help, and discuss actions to prevent similar problems in the future.

Modelling Accountability as a Leader

Your own actions show staff what is expected. If you admit your mistakes, follow rules, and explain your decisions, staff will see that accountability is respected.

Model good behaviour by:

• Owning up to your own errors promptly.
• Explaining your decisions, especially when they affect others.
• Taking responsibility for team or organisational outcomes.
• Not blaming others for issues beyond their control.
• Following up on any commitments or actions you promise.

Your consistency encourages your team to hold themselves and each other accountable.

Giving Constructive Feedback

Feedback helps staff understand how to improve and where they are doing well. This encourages both trust and accountability.

Tips for good feedback:

• Be specific: talk about behaviours, not personal traits.
• Be timely: give feedback as soon as possible after the event.
• Include both positive and constructive comments.
• Focus on the impact on service users and colleagues.
• Invite staff to share their own views.

Feedback sessions should be private and supportive, not a public telling-off. Offer support for improvement and recognise effort.

Recognising and Celebrating Success

Acknowledging achievements helps maintain a positive culture. When staff feel valued, trust grows.

Ways to recognise success:

• Praise individuals in meetings or with written notes.
• Highlight team achievements in newsletters or briefings.
• Offer extra responsibilities or development opportunities.
• Encourage peer recognition—let staff nominate colleagues for good work.

Anyone can make mistakes, but all progress and improvement deserves notice.

Dealing With Poor Accountability

Sometimes, staff may avoid responsibility or blame others for failures. This weakens trust in the team and affects performance.

Steps to address this:

• Speak to the person privately.
• Describe the issue factually and its impact on others.
• Listen to their explanation—there may be genuine barriers to completing work.
• Support them to develop an improvement plan.
• Monitor progress and follow up as needed.

If the problem continues, involve your HR department and refer to organisational policies.

Supporting Professional Development

Training and ongoing learning help staff feel capable and supported. People who feel confident in their skills are more willing to take responsibility.

Support development by:

• Offering training in communication, teamworking, and handling conflict.
• Providing regular supervision and mentorship.
• Creating opportunities for staff to try new tasks in a supportive setting.

Equip your team with the skills they need to meet expectations and be accountable.

Building Trust and Accountability in Diverse Teams

You may lead a team with people from various backgrounds. Everyone brings different experiences and values.

Promote inclusion by:

• Valuing all perspectives and ideas equally.
• Respecting cultural differences in communication or work style.
• Challenging discrimination or bullying firmly.
• Ensuring fair treatment for everyone.

Inclusive practice helps all team members feel trusted and responsible.

Using Policies and Procedures to Support Trust

Organisational policies give a clear basis for behaviour and decisions. They outline how to manage performance, confidentiality, whistleblowing, or grievance.

Make sure all staff know:

• Where to find these documents.
• How to raise concerns or report wrongdoing.
• What to expect when an issue arises.

Fair, well-known policies give a safety net for both trust and accountability.

Monitoring and Reviewing Progress

Trust and accountability are not built overnight. They need regular review and maintenance.

Monitor your team by:

• Collecting feedback in supervision or anonymous surveys.
• Observing team interactions.
• Using clear performance measures.
• Reviewing accident or incident reports.

Act on findings quickly. If problems are emerging, return to the basics of communication, support, and clarity.

Example in Practice

A team leader noticed that shift handovers were rushed and key information was missed. Staff were reluctant to admit they had not completed tasks.

The leader acted by:

• Discussing the issue openly in a team meeting.
• Clarifying expectations for handover quality.
• Checking in regularly with each shift and providing regular feedback.
• Thanking staff for honesty about unfinished work and helping them plan solutions.
• Recognising improvements over time.

Within weeks, trust improved, staff shared more information, and accountability rose.

Final Thoughts

Building trust and accountability takes effort from leaders and all team members. Start with strong communication, role modelling, clear expectations, and support for development.

A trusting, accountable team is one where people act honestly, take responsibility, and support each other for the benefit of everyone in your care. Focus on consistency, respect, and openness in every interaction. This lays the groundwork for effective, high-quality care.