The policy means nothing when the staffing is not there to actually do the tasks. And clearly there is limited staffing. And if they are a volenteer then tell them they arent doing their job and kick them out. Repeat until there is no community and you have no staff. Policy is theory of what should be done, no one ever staffs anything to actually follow the policy fully, so things get dropped. On paid we always get responses in a timely manner, but we are paying for that and have a sla. And often the response is wont fix for one reason or the other.