What does it take to rebuild trust in institutions? For Jonathon Rondeau, President & CEO of Fello, the answer lies in building relationships. 

That was his key message during the “Can Trust Be Rebuilt?” panel at the Baltimore Banner’s Impact Maryland on October 14. Jonathon joined Paul Sharkey, CEO of UnitedHealthcare’s Mid-Atlantic Health Plan, and Rafael Lorente, dean of the University of Maryland’s Philip Merrill College of Journalism, to discuss how institutions across sectors can earn and maintain public trust. 

Any meaningful conversation about trust must also explore how we create a sense of belonging. When people feel valued, appreciated, and truly welcomed, they’re more likely to participate in their communities and embrace new experiences and ideas. That willingness to engage is the pathway to inclusion. 

Standing by Your Community  

During the discussion, Jonathon shared his belief that strong relationships depend on meeting people where they are and partnering with them to achieve their unique goals. 

“It’s the little things where people can say, ‘I have a voice. I can feel welcomed. I can be connected,'” he said. “It’s about that mix of relationships, meeting people where they are, and being truly embedded in the community.” 

Jonathon also emphasized the importance of being there for people who feel disengaged. It’s easy to notice the people who speak up. It’s harder to notice the ones quietly navigating their own challenges, yet they’re the ones who need an ally. That’s when connection and support matter most. 

“When we talk about people who are disengaged, there’s usually not that much separating them from wanting to engage. It’s that no one’s reached out, no one’s connected,” said Jonathon. “As an organization and the leaders driving the work, it’s on us to open the door and create those opportunities.” 

Leadership Means Relationships  

Being there for the community means showing up consistently and authentically. That’s how people come to feel not just heard, but safe and supported. 

Throughout the panel, speakers highlighted the qualities essential for rebuilding trust, especially integrity and compassion. These traits are not only critical for serving communities but also for shaping how organizations operate. A culture that truly reflects its intentions begins with leadership. 

Effective leaders step forward and make themselves accessible, even when it means stepping outside their comfort zones. As Jonathon explained, engagement can’t be delegated: 

“Yes, you can have teams of people who help you build relationships in the community, but leaders need to show up. At the end of the day, you’re the decision-maker who can actually effect change. You can help build that trust.” 

A leader’s actions inspire confidence. That’s what it means to lead by example and show people you are there for them. 

Trust at the Center of Everything  

Working alongside the community means making trust the goal of every plan. 

Whether we’re empowering people with disabilities to live the lives they choose or collaborating with neighborhoods to create affordable, dignified housing, we put a shared sense of purpose first. 

At Fello, our commitment to trust shapes our impact, defines our vision for Maryland, and lights the path toward a future where everyone truly belongs. When trust leads the way, new possibilities emerge.