1) https://www.zotero.org/support/forum_guidelines#be_patient
There are many support requests at the moment, it takes time to get through them. Bumping is not necessary.

2) Your item is apparently a standalone attachment. In order to be properly cited, it needs a parent record with well-formed metadata. There are how-to guides that you can follow if you're not familiar with this, for example https://guides.library.wheaton.edu/refmanagers/zotero/PDFmetadata

Unfortunately the chapter doesn't seem to be available online (which would facilitate the process), but you can do it manually or capture a minimal record from Google Scholar https://scholar.google.com/scholar?hl=en&as_sdt=0,5&q=turpin+"occupational+therapy+models"&btnG= and add the other details afterwards.