Trust, one of Texas Children’s HEART values, can look different depending on the setting or moment, but it’s always built through shared responsibility and how teams work together.
Across Texas Children’s, this value shows up in meaningful ways. Team members Jenna Henry, Mandi Harlan and Noel Martinez each bring a different perspective, offering a closer look at how trust is built, strengthened and experienced across our organization.
Leading with Consistency and Follow-Through
For Jenna Henry, outpatient therapy manager in Kingwood, trust begins with consistency and honesty.
“It means doing what you say you will do and meaning what you say,” she said. “Building trust requires honesty, even when the message is difficult.”
Jenna builds that foundation early. She meets weekly with new team members during onboarding, not only to review expectations, but to understand how they learn, what motivates them and how they define success. That investment continues through regular check-ins, rounding and being available to her team.
Her support often extends beyond day-to-day responsibilities. Colleagues note that Jenna consistently advocates for her team, connecting them with opportunities and resources that support their growth.
“Open, clear communication is the foundation of all of it,” she said.
Over time, trust becomes visible in everyday interactions. Team members stop by to talk through challenges, ask for advice or share concerns. Those moments reflect a culture where people feel supported, heard and confident their leader will follow through.
Creating Confidence Through Coordination
With more than 20 years of nursing experience, Mandi Harlan understands how central consistency is in pediatric care.
“Many of our patients arrive feeling anxious or frightened, and it is deeply important to create a sense of safety and connection from the start.”
To create a sense of stability in Austin’s outpatient neurosurgery unit, Mandi makes an intentional effort to connect with patients and reassure families by helping them move through their experience with confidence. She works closely with providers and staff to ensure each step of care is clearly and seamlessly coordinated across the multidisciplinary team.
“My colleagues know they can trust me because I consistently follow through on commitments, communicate clearly and step in to help when questions or challenges arise,” she said. “Approaching teamwork with patience, positivity and a genuine desire to support others strengthens both morale and collaboration.”
Mandi’s experience allows her to anticipate needs, reduce uncertainty and support both patients and teammates through complex situations. The result is care that feels steady, coordinated and dependable for everyone involved.
Strengthening Trust Through Everyday Teamwork
For Noel Martinez, a medical assistant at the Gastroenterology Clinic in Austin, trust is built by embracing everyday teamwork.
“We’ve built this team from the ground up,” he said. “I know I can rely on the people around me. We support each other and lean on each other like family.”
That environment didn’t happen by chance. As part of a newer campus, Noel and his colleagues have shaped their team together through daily check-ins, shared celebrations and a consistent willingness to support one another when it matters most.
Colleagues describe Noel as someone who can be counted on, especially during busy or high-pressure moments.
“We’re all here to take care of patients and help them have a good visit,” he said. “Cooperation is key. No team member can do it alone.”
That consistency creates a team environment where people can rely on one another and step in with confidence when it matters most.
A Value We Build Together
Across these experiences, trust in each other is built over time and reinforced in everyday interactions.
Just as we build trust with families through small but meaningful moments — a warm greeting, crouching to a child’s level, remembering a favorite cartoon character, activity or a caregiver’s birthday — working in a unified way allows that trust to carry through the entire experience.
It becomes something patients and families can rely on, not just in individual moments but throughout their time at Texas Children’s.
Where have you seen trust in action on your team?
Whether it’s how teammates support one another or how care comes together for patients and families, share an example in the comments below. Your reflections help reinforce the trust we build together every day.