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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. Josh, a city staff member who spoke for administrative finance, said the full‑time position was vacant earlier this fiscal year and is not proposed to be funded from opioid settlement funds, the general fund, or other city funds for FY27.
“Right now…a seasonal position is being filled until the end of this fiscal year, but there’s no permanent position funded,” Josh said. Mercedes added that she and other caseworkers rotated to cover front‑desk duties after the vacancy and that the division is using a per‑diem staff person in the interim.
Council members pressed for specifics about cost and qualifications. Mercedes said the posted annual salary for the full‑time role had been $54,541; Josh estimated total cost with benefits would be “probably closer to $90,000.” She said the per‑diem hire on the front desk was posted with a high‑school diploma while the prior full‑time posting had required a bachelor’s degree.
Councilor Jill Zuccotti and others warned triage duties can pull caseworkers into full intake work, reducing available casework time. Mercedes acknowledged that when caseworkers rotate at the desk, the division shifts from screening into a more detailed mini‑intake, potentially increasing workload for front‑line staff.
Mercedes said some temporary coverage will be funded through cannabis gross receipts tax revenue and previous opioid settlement funds while the city evaluates whether to restore a permanent position. She emphasized the division provides both financial and non‑financial services — referrals to housing, homeless assessments, utility counseling and a community care team — and that screening preserves commission resources by filtering ineligible Fair Rent Commission applications.
The council did not take formal action; staff said they would provide additional budget detail, including the exact Fair Rent Commission carryover amount, on request.
