Having the heart: the development of a correctional services trust model

Over the past decade research has consistently demonstrated a link between trust and many organisational outcomes, yet little research has been conducted in a correctional setting. We used a Participatory Action Research methodology to build trust and mutual understanding between researchers and participants. We explored the literature and qualitative data derived from survey and focus group material. We found that trust was perceived as extremely important by corrections personnel, most important between staff and management and particularly important in times of high risk such as when restraining an inmate. In collaboration with participants we then developed and validated a contextspecific model for trust in correctional services work environments, the Correctional Services Trust Model. It postulates relationships between personal (e.g. having the heart or courage) and organisational antecedents (e.g. open and honest communication), societal influences, work culture, and organisational processes, in the development and maintenance of trust in correctional settings. Future research may adopt aspects of the Correctional Services Trust Model when designing studies; establishing hypotheses; developing measurement tools; and/or empirically testing relationships. In the correctional setting, the model could be used for discussion and stimulating change.Vikki E. Knott, Megan Heitmann, Maureen F. Dollard and Anthony H. Winefield