How leave communication builds trust from day one.
When someone prepares to take a leave of absence, whether it’s for a new baby, a medical need, or an unexpected crisis, they’re often stepping into the unknown (even if it’s not their first baby…parents know to expect the unexpected).
That uncertainty often brings a tremendous amount of stress and unease, and one of the most powerful things HR can provide in these moments is a sense of trust. Not just in the policies or benefits, but in the people behind them.
Employees want to feel a sense of, “I know my organization has got this and I’m in good hands.”
For HR leaders, especially those overseeing teams or supporting overloaded leave administrators, this is an opportunity to shape how employees experience their organization at a critical moment. And it all starts with how you communicate.
1. Begin With Human Connection Before the Policy Talk
The very first leave conversation can set the tone for the entire experience. Yes, eligibility, timelines, and documentation matter, but before diving into forms, make space for the employee’s reality.
Corey Glover, People Operations Analyst at Varo Bank, explained his approach like this: “I have an intake conversation with them prior to starting the process…and after I’m done crying with them because they’re going through whatever they’re going through” That kind of empathetic starting point lays a foundation of psychological safety, especially when an employee is navigating something deeply personal or emotionally complex.
Leave often arises during life’s biggest transitions. Leading with compassion reminds employees they’re more than just a case number or checklist.
2. Let Employees Choose How They Want to Stay in Touch
Some employees want regular check-ins. Others prefer to disconnect entirely until they return. The only way to know? Ask.
Building a consent-based communication plan puts employees in control of how, when, and if they receive updates. This helps avoid overstepping boundaries and ensures HR stays aligned with the employee’s emotional and logistical needs.
Create a simple process at the beginning of leave where employees can choose their preferred communication cadence and channels, whether that’s weekly emails, occasional texts, or no outreach unless absolutely necessary.
This isn’t just about politeness, it’s about control and respect. When employees get to set the terms of communication, it reinforces the idea that their time away is truly theirs, and that establishes an environment where trust can be fostered.
3. Talk About Pay. Often. Clearly. Transparently.
Let’s be honest: one of the most anxiety-inducing parts of going on leave is wondering how you’ll get paid. “Pay is the number one thing individuals are looking for when they go on a leave,” says Corey. “‘How am I going to get paid? How’s my livelihood going to continue while I’m on this leave?’”
Employees deserve crystal-clear communication around timelines, deductions, and steps needed to receive payment. It’s not enough to say “you’ll be paid through the state,” because if you’ve ever tried to navigate a state process for anything (no matter the state and no matter the process), you know that raises more questions than answers.
And when it comes to pay, employer trust disintegrates if your employees are stuck asking questions when they need to be focused on life.
Proactive communication about pay is trust in action.
It means explaining what documentation is required, what happens if deadlines are missed, and how delays will be handled.
Want to build confidence? Start with transparency about compensation.
4. Empathy Plus Automation: Make the Paperwork Foolproof
Every leave journey comes with tasks, forms, and reminders. And while automation can help streamline the process, it should complement empathy, not replace it.
There will be moments when an employee doesn’t submit a form on time, misses a call, or forgets a requirement. Instead of defaulting to a hard stop or punitive response, consider the context. As Corey noted, “There could be instances where someone might miss a deadline…for all we know, their whole life has been flipped upside down and filling out paperwork might be the last thing on their mind.”
Using reminders as nudges, not threats, and offering support over scolding is what makes communication a trust-building tool instead of a stress multiplier.
If all of this seems like a lot to handle manually, or with systems in place not designed with automation or empathy in mind, you’re not alone. Fortunately for you and your HR team there is a better way, but more on that below.
5. Don’t Avoid Performance and Compensation Conversations
One of the most under-communicated areas during leave is how absence will (or won’t) affect performance reviews, promotions, and raises. It’s easy to avoid these topics for fear of saying the wrong thing, but silence can breed suspicion.
Instead, be proactive. If reviews are happening during leave, let the employee know how they’ll be handled. If compensation cycles will pass while they’re out, communicate what to expect. These conversations don’t have to be uncomfortable; they just need to be honest.
Clarity in these moments shows employees that their career isn’t on pause just because they are.
6. Create Continuity With Familiar Faces
One of the most damaging (and common) leave experiences is having to repeat the same story to multiple people. Whether an employee is facing a personal crisis or managing a joyful, exhausting moment like new parenthood, having to “bring someone up to speed” again and again can feel retraumatizing, or just plain exhausting.
Consistency in communication builds psychological safety. As an employee, questions around leave are bound to arise because leave is complicated, and their minds are often elsewhere. Establish a process where instead of cold confusion, employees feel a warm confidence when reaching out to someone who has their back.
Employees should be saying, “I trust you…you’ve been here for me before,” Corey shared.
Even if you’re working with third-party vendors, strive for continuity wherever possible. A trusted point of contact goes a long way in making the process feel human.
7. There’s a Better Way to Manage Leave, And It Doesn’t Have to Be All on You
Let’s face it: building a leave program rooted in trust takes time, intention, and coordination. It can be tough to scale, especially as headcount and leave volume grow.
That’s why more HR leaders like Corey are turning to partners like Tilt. Tilt’s automation and human support helps organizations take the best parts of human-centered leave support like clear communication, consistent contacts, compassionate check-ins, and operationalize them at scale.
Whether you want to stay hands-on or hand over the administrative lift, Tilt can flex to your team’s needs.
Because trust doesn’t come from policies, it comes from the way people feel during the moments that matter most.
“I don’t know what it is about everybody at Tilt,” says Corey, “but everybody’s so empathetic. That’s Tilt by design”
With the right support, you can make the most important moments in your employees’ lives smoother, safer, and more human.
Tilt is leading the charge in all things leave of absence management through easy-to-use tech and human touch. Since 2017, our proprietary platform and Empathy Warriors have been helping customers make leave not suck by eliminating administrative burdens, keeping companies compliant, and providing a truly positive and supportive leave of absence experience for their people.
