Staff in this community, including me, are all volunteers. Judging from monthly activity reviews from both support and admin staff, nearly everyone is doing a great job.
There are probably many players out there who have the potential to become staff, including our Support Staff. However, we must always maintain a focus on quality. Otherwise, your next thread (not referring to you specifically) will be about poor quality. The process to join the administration team is quite rigorous, as it ensures that we recruit for quality rather than quantity. For the quantity aspect, we frequently recruit new Moderators from the Support Staff and occasionally reinstate former staff members.
We will continue to ensure that our team is staffed in all time zones as needed. However, as others have pointed out, we have a reporting system on the forums for situations where it is impossible for a staff member to assist you in-game. There can be various reasons why you are not receiving help in-game: 1) There may be a high number of reports, 2) All staff members could be occupied with other reports, 3) There might be a limited number of staff members in-game who are engaged in an ongoing role-playing scenario, or 4) There could be a Conflict of Interest preventing the in-game staff members from addressing your report. Regardless of the reason(s), the forum report system serves as a solution to address issue 1 and beyond.
I was also part of managing a community on SA-MP, among others, within the current staff team. It was not an experience that we want our staff members to go through. We had literal shifts and required staff to sign up for specific hours, being on constant admin duty while also being volunteers and not being paid. The result was a poor-quality staff team, as good staff members overworked themselves, eventually leaving. Consequently, we had to constantly recruit new admins to meet the quantity requirements. But even then, on SA-MP, we had a forum report system on both NG-RP and LS-RP, as not all situations could be resolved in-game. Nearly if not all other role-play communities, adopt a forum report system in addition to the in-game report system.
I also feel it is unfair for you to call our system "disjointed" not having been a part of it. We have an extensive recruitment system, vetting, and training process that starts from the day that you join and becomes Support Staff. Just because you can't always get the help you deserve in-game, it does not mean that we're lacking staff, or that our staff team is somehow of poor quality. Perhaps if we had not offered other solutions to get your issue(s) addressed, then your assessment would've been fair, but in this case, it isn't.
Hopefully, that answers your concerns!