Empathy is something you feel, rather than something you calculate.
Also that might be the stated responsibility, but the implicit one is to improve the outcomes relative to perceived alternatives. Many times the alternatives area manufactured.
It's only when they themselves, or someone they care about, experiences something that they begin to care about it. It speaks to a selective empathy, one that is ultimately selfish, because it is only given when it starts to impact them. It is especially selfish when that lack of empathy has benefited them in the past, as well.
It isn't really hypocrisy -- it's more of a moderating factor given one's connections with people one might know, assuming the desire to fit in with society and have more pro-social interactions with others.
I'd say that it is natural to empathize more with people we know. I'd also say that it is totally unreasonable to ignore what is happening to other people when forming ones opinion on something. Maybe it is normal but I can not understand why you would think that it is in any way reasonable.
Empathy is when you recognize the basic humanity of others and are able to put yourself into their shoes and feel what they feel.
We're reactive, sure, but let's not throw that out there and use it to discount the fact that we can, without a doubt, learn to control those reactions. Social change often moves at a glacial pace because of this attitude, when the reality is that it up to us, right now, to break the cycle or change the pattern.