Erica L. Manuel is the CEO and executive director of the Institute for Local Government. She can be reached at emanuel@ca-ilg.org.

This year marks the 250th anniversary of “The Great Experiment” that is U.S. democracy — our country’s “Semiquincentennial” or “Bisesquicentennial,” for those who love multisyllabic words. While 2026 will usher in nostalgia about our origins, we cannot ignore the signs of wear and tear throughout all levels of government.

According to a 2025 survey from the Kettering Foundation and Gallup, a slim majority of Americans say democracy is performing poorly. Similarly, the Edelman Trust Institute proposes that we are in the middle of a “crisis of grievance.” Six in 10 Americans now hold grievances against government and wealthy elites. Those with high grievance levels are more than twice as likely to distrust all institutions, including local government.

Without public trust, policy adoption becomes harder, civic engagement declines, and overall resident satisfaction erodes. On the other hand, when cities have built up trust with residents and community members, they have more opportunities to “cash in” on that trust.

Several years ago, El Cerrito was facing a budget deficit, a shrunken reserve fund, and a state audit. Then came the start of the COVID-19 pandemic and a further tightening of belts. Over the next four years, the city held dozens of public meetings and community workshops as it stabilized its budget, shored up reserves, and met the recommendations of the state audit. In 2024, the city faced a test of the public’s trust: a ballot measure to extend a one-cent sales tax. 

“We wondered: through all this work, had we built back the trust of the community? Had we communicated our success and commitment well enough?” said Karen Pinkos, El Cerrito’s city manager. “We provided transparent information to residents, faced hard questions, and gave honest answers. In November 2024, the tax renewal ballot measure passed at 81%!” 

The good news is that, despite increasing grievances and eroding trust levels, Americans tend to view local government more positively than the federal government. In a late 2023 Pew Research Center survey, 61% of U.S. adults had a favorable view of their local government, while only 22% felt positively about the federal government. Gallup’s annual Governance survey shows that the vast majority of U.S. adults historically have “a great deal or fair amount” of trust and confidence in their local government.

So, while local government leaders may have an edge over their state and federal counterparts, maintaining your community’s trust requires ongoing effort — not just a one-time investment. But the real challenge is when national dysfunction spills into city halls, says Steve Hansen, a former Sacramento city council member and current managing partner at Lighthouse Public Affairs.

“In an era when national politics reward tribalism and people retreat into information bubbles, local leaders have a rare opportunity: to pull residents out of their corners by listening first, treating people as partners, and grounding every decision in transparency and results,” said Hansen. “When leaders model respect and honesty, communities rediscover that trust is still possible, even across deep divides.”

How to strengthen local trust

Over years of work with cities across California, ILG has identified several practices that reliably strengthen public trust. While every community is different, these approaches offer a clear starting point for leaders navigating today’s challenging civic environment.

1. Communicate with clarity, candor, and humanity.

Residents respond not only to what cities accomplish, but to how leaders communicate along the way. Transparent updates — including challenges and setbacks — help residents understand the “why” behind decisions. Avoid jargon and acronyms; speak in plain language that reflects how real people talk. Trust grows when leaders are relatable and honest, not overly technical or polished.

2. Model civility, ethics, and integrity in all interactions.

Trust is shaped as much by behavior as by policy. When elected officials and staff demonstrate respect, civility, and ethical decision-making, it signals that the organization is worthy of public confidence. City leaders set the tone: The way you engage with colleagues and residents becomes the standard for the entire organization.

3. Create conditions for meaningful, inclusive participation.

Public engagement is more important — and more difficult — than ever. Structured and intentional outreach helps ensure that diverse voices, not only the loudest ones, influence local decision-making. Well-managed meetings, clear facilitation, and proactive stakeholder outreach help residents contribute productively and understand how their input shapes outcomes.

4. Strengthen transparency and accountability through clear decision-making.

Residents need to see not just the decisions you make, but the values and reasoning behind them. Explain processes, legal requirements, and tradeoffs with empathy for those affected. Even as evolving laws like the Brown Act add complexity, cities still have opportunities outside formal council meetings to front-load conversations, gather input, and establish shared understanding.

5. Humanize your agency through storytelling and trusted messengers.

People connect to stories, not statements. Personal narratives can highlight the human side of city government and help residents see the real people behind the work. Partner with trusted community messengers — nonprofits, faith leaders, and neighborhood organizations — who already maintain credibility and can help amplify positive news, reinforce accurate information, and build bridges during difficult moments.

6. Sustain relationships through consistent compassion and engagement.

Building trust is long-term, emotional labor. And it is hard work. City leaders must carry a level of resilience and empathy that few other professions require. Small gestures matter: Informal check-ins, listening sessions when you don’t need something, and regular demonstrations of care all build relational capital. Over time, these actions create the trust reserves cities rely on during challenging moments.

Help is available

City leaders have a unique opportunity to reinforce the foundation of democracy before the cracks get any larger. But you don’t have to tackle this work alone. ILG works hand in hand with cities to provide state-mandated ethics training, governance refreshers, goal-setting and strategic planning processes, and technical assistance. To learn more — and get guidance on strategic and authentic community engagement that grows trust — visit ca-ilg.org.