Deep, Incredible, Hyperactive Empathy: Care and Sustainability in Trust & Safety Work

Empathy and passion are assets in T&S work. T&S professionals are deeply committed to increasing safety for users and more broadly to reducing harms to society. Job postings tap into this motivation, with some calling on people with “deep,” “incredible,” or even “hyperactive” empathy, and a passion for protecting users and communities. Empathy has a cost, though. T&S professionals experience trauma from exposure to content and bad behavior, as well as the pressures of standing between harms and the people they are working to protect. Yet, in the job postings there was not a consistent way of letting applicants know about how hard the work can be, or how they would be supported. In this presentation, I will share findings about empathy, resilience, and wellbeing from interviews with professionals and job postings I've analyzed from 2021-2023. I will also share recommendations for the field and for companies to better support the wellbeing of T&S professionals whose empathy is an asset to the work.

Location Name
Seacliff C
Thursday, July 13, 2023
11:10 AM - 12:00 PM
Session Type
Session Themes
Wellness & Resilience
All TrustCon attendees
Will this session be recorded?