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Trust in action: Lessons on building organisational trust in Australian emergency management
Trust is often cited as the cornerstone of effective emergency management, yet its development within and between organisations remains a persistent challenge - particularly in the fast-paced, high-pressure context of disaster response.
Drawing on research into trust formation in disaster management teams and practical experience supporting Australian government agencies and NGOs, this presentation explores how trust is actually built, tested, and sustained in the Australian emergency management landscape.
Recent events have highlighted that trust does not arise automatically when agencies and partners come together. Instead, it is shaped by a combination of clear role definition, demonstrated competence, and the willingness of individuals and organisations to engage openly and inclusively. In practice, trust is reinforced when team members reliably deliver on their commitments, communicate transparently, and show respect for diverse perspectives and expertise. Conversely, trust can be quickly undermined by ambiguity, siloed decision-making, or a failure to acknowledge and learn from mistakes.
Sustained trust is less about initial assumptions or formal structures, and more about the everyday behaviours and interactions that occur under pressure. The most effective organisations are those that foster a culture where integrity, humility, and inclusion are not just espoused but enacted - enabling teams to adapt, innovate, and maintain public confidence even in the most complex situations.
This session will share insights from Matt's PhD research on this topic and Matt and Milly's work as consultants at Nous Group working with emergency management organisations across Australia.
The focus on trust and how it is formed and undermined is closely connected to the theme of Leadership, Ethics and Integrity and we are excited to contribute our insights to this critically important conference theme.
Drawing on research into trust formation in disaster management teams and practical experience supporting Australian government agencies and NGOs, this presentation explores how trust is actually built, tested, and sustained in the Australian emergency management landscape.
Recent events have highlighted that trust does not arise automatically when agencies and partners come together. Instead, it is shaped by a combination of clear role definition, demonstrated competence, and the willingness of individuals and organisations to engage openly and inclusively. In practice, trust is reinforced when team members reliably deliver on their commitments, communicate transparently, and show respect for diverse perspectives and expertise. Conversely, trust can be quickly undermined by ambiguity, siloed decision-making, or a failure to acknowledge and learn from mistakes.
Sustained trust is less about initial assumptions or formal structures, and more about the everyday behaviours and interactions that occur under pressure. The most effective organisations are those that foster a culture where integrity, humility, and inclusion are not just espoused but enacted - enabling teams to adapt, innovate, and maintain public confidence even in the most complex situations.
This session will share insights from Matt's PhD research on this topic and Matt and Milly's work as consultants at Nous Group working with emergency management organisations across Australia.
The focus on trust and how it is formed and undermined is closely connected to the theme of Leadership, Ethics and Integrity and we are excited to contribute our insights to this critically important conference theme.
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