Record, Recall, Reflect: A Qualitative Examination of Compassion Fatigue in Toronto Zoo Staff

This study explored Toronto Zoo animal-care professionals’ (ACPs) experiences with compassion fatigue (CF) using a two-phase participatory methodology. In phase one, 11 participants took photographs of their workplace. In phase two, participants told the story behind their photographs through one-on-one interviews. The data were analyzed using NVivo12 software. The participants’ experiences with compassion fatigue stemmed from issues with foundational infrastructure at the Toronto Zoo. Specifically, the participants highlighted issues related to training, staffing, and resource availability and discussed their resultant effect on animal welfare. The participants described the importance of built and sustained trust in their jobs, both with each other and with the non-human animals under their care. While the Zoo’s motto is “One TZ”, the participants noted conflict between the public’s perception of the Toronto Zoo and how the organization cares for its staff. The additive effects of mental and physical exhaustion have led to disengagement from activities that once brought joy and difficulty staying focused while at work and home. The findings will enable the Toronto Zoo to provide comprehensive mental health support for their staff and allow participants, researchers, partner organizations, and the general public to discover more about compassion fatigue in the hope that the lessons learned will last a lifetime.