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Norwich human services manager outlines rising demand as triage clerk post remains unfunded
Summary
Adult & Family Services managers told the council that a previously filled triage clerk/receptionist post is vacant and not funded in the FY27 proposed budget; staff plan to cover intake with per‑diem and seasonal help while warning that lost capacity could reduce screening and intake efficiency.
Heidi Mercedes, manager of Adult and Family Services, told the Norwich City Council that the division has become the city’s intake “hub,” handling information and referrals and screening requests for financial and housing help.
“Between January and March [we received] 1,433 calls,” Mercedes said, and noted that her team provided $29,715.84 in financial assistance in the first three months of 2026, mostly for relocation when the city condemns units.
Mercedes and budget staff explained the triage clerk/receptionist position that formerly handled front‑desk screening is now vacant and not funded in the proposed FY27 budget.…
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