The Express Way: Building Trust With Casual Staff in Australia & NZ

The Express Way: Building Trust Between Employers and Casual Staff 

In a flexible, dynamic workforce like the one we see across Australia and New Zealand, casual staff are vital contributors to business success. Whether you rely on casuals for peak periods, specialised support, or agile responses to changing demand, building and maintaining trust with your casual workforce isn’t just a “nice to have” it’s a strategic advantage. 

Trust between employers and casual staff creates a foundation for higher productivity, stronger retention, and better engagement, even in roles where ongoing commitment isn’t guaranteed. Let’s explore how employers can intentionally foster this trust, the benefits it brings, and practical steps you can take in 2026 and beyond. 

Understanding Casual Employment in ANZ 

Casual employment in Australia and New Zealand typically involves workers who have no guarantee of ongoing hours or indefinite work, but who agree to accept shifts when offered. Despite the flexible nature of this arrangement, casual employees still have many of the same rights and responsibilities as other workers, including workplace rights and access to minimum employment standards under law.  

This shared context means employers must commit to fairness, clarity, and open communication right from the start, critical elements in building trust with casual staff. 

Why Trust Matters: Especially for Casual Staff 

Trust isn’t just a “soft” organisational value, it’s a workplace driver. High-trust relationships contribute to: 

• Higher engagement and morale: Workers who feel valued and respected are more motivated and connected to their workplace. 

• Improved productivity: Trusted employees are often more proactive, collaborative, and productive. 

• Lower turnover: Casual staff who trust their employer are more likely to accept additional shifts and refer others. 

• Stronger team cohesion: Trust encourages smoother communication and reduces misunderstandings. 

Research shows that trust can directly impact performance and workplace outcomes, making it one of the most important priorities for leaders today.  

For casual workers who can sometimes feel disconnected due to the intermittent nature of their roles trust can be the difference between working on one shift and becoming a “go-to” contributor that your business calls repeatedly. 

The Express Way: 5 Practical Ways to Build Trust 

Here are five trusted strategies employers can use to strengthen relationships with casual staff: 

1. Communicate Clearly and Honestly 

Transparency builds trust quickly. 

• Clearly explain expectations, shift details, and responsibilities before each engagement. 

• Be honest about how rostering works, when shifts are available, and how changes are communicated. 

• Answer questions promptly and openly even when you’re still working out details. 

A simple rule of thumb: If you were in the casual worker’s shoes, would you feel informed and respected? 

2. Provide Respectful Onboarding and Support 

Even short-term roles benefit from thoughtful onboarding. 

• Share essential information about workplace culture and safety procedures. 

• Make sure casual staff meet their teams and understand how their contribution fits into the bigger picture. 

• Equip them with tools, contacts, and clarity so they feel capable and confident from Day One. 

These early interactions go a long way toward making casual staff feel valued not just “utilised.” 

3. Be Consistent and Fair 

Consistency builds reliability and reliability is trust. 

• Apply policies, rostering practices, and shift changes consistently and fairly. 

• Honour commitments whenever possible and communicate early when plans change. 

• Recognise excellent work even small contributions deserve acknowledgment. 

Consistency tells casual staff that what you say matches what you do the cornerstone of trust.  

4. Listen and Respond to Feedback 

Trust isn’t one-way. 

• Invite casual workers to share feedback on their experiences. 

• Act on reasonable suggestions where possible. 

• Respond constructively to concerns rather than dismissing them. 

Feedback loops show staff that their voice matters, regardless of role duration. 

5. Respect Employment Rights and Comply with Standards 

Legal fairness reinforces trust. 

• Ensure casual contracts clearly explain the nature of the engagement and terms. 

• Pay appropriate rates, including casual loading and penalties where applicable. 

• Provide access to rights and conditions required under employment laws.  

Knowing their rights are respected helps casual workers feel secure and respected even in flexible, short-term roles. 

A Culture of Trust Pays Long-Term Dividends 

For employers in both Australia and New Zealand, the benefits of investing in trust with casual staff go beyond filling shifts. They contribute to: 

• Better team engagement and cohesion 

• Easier access to reliable talent during peak periods 

• A reputation as a fair and respectful employer 

• Improved flexibility without sacrificing quality 

Making trust a strategic priority isn’t just good practice it helps ensure your business thrives in a competitive labour market where people have choices. 

Conclusion 

Casual work should never feel like a “transaction.” Even in arrangements where ongoing commitment isn’t guaranteed, trust bridges the gap between flexibility and engagement. By communicating clearly, respecting rights, onboarding thoughtfully, and building fair, consistent practices, employers can create casual work experiences that feel respectful, rewarding, and dependable. 

That’s the Express way, creating workplaces where people want to return, refer, and contribute their best, shift after shift. 

How Express Can Support You