New leaders drive growth at New iMAGE Laundry

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As New iMAGE Laundry enters its next phase of growth, leaders Michael Hayman and Marika Svenson are helping shape a stronger, more sustainable future for the social enterprise.

In 2013, New iMAGE Laundry, known as Peg n Iron at the time, became part of IMPACT Community Services, helping the not-for-profit expand its social impact across the Bundaberg and Wide Bay regions. Since then, the laundry has experienced several periods of growth, including its relocation to Inglis Court in 2018.

This growth means greater benefit for the local community, with the laundry offering dozens of people who were previously struggling to find employment a foot in the door of what can be a relentless job market.

That’s what inspires Mike Hayman. Across his 10 years at IMPACT Community Services, Mike has worn many hats, from recruitment advisor to industry lead. He’s no stranger to customer and industry engagement, which sit at the core of his latest role as the laundry’s Opportunity and Growth Leader.

When his Industry Lead contract was winding up earlier this year, he felt loyal to IMPACT and invested in leading the laundry to new heights.

“It’s been a good ten years. I’ve been well looked after. I was happy to stay,” Mike said.

“This new role is very closely aligned to what I’ve done within my 10 years at IMPACT, so it’s second nature.”

Finding the sweet spot between purpose and profit is a challenge for most work-integrated social enterprises. Mike said he gets immense satisfaction from exploring how to make that balance work at the laundry.

“It’s extremely important to bring our customers, no matter who they are, on the journey with us.

“The only way that we can make this business viable is to have our customers understand and see value in the laundry’s offering and purpose.”

That purpose centres around providing employment opportunities to people facing barriers to work. Whether they are a migrant who speaks little English or a domestic violence survivor reestablishing their life, the laundry is there to build their skills and confidence, setting them up for ongoing workforce success.

It’s no wonder that Team Leader turned Operations Lead Marika Svenson, who joined the team in December 2025, turned to New iMAGE Laundry for the job satisfaction she was missing in her previous role.

In addition to skills and a regular pay cheque, laundry employees also benefit from a broader social network and access to IMPACT’s range of support and training services.

Supporting new starters from the outset is the laundry’s tight-knit core of experienced professionals. A key part of Marika’s role is ensuring this knowledge is shared across the broader team, strengthening capability and helping deliver an exceptional service.

With a background in compliance and quality management in the disability sector, Marika is well placed to partner with Mike and lead the charge on efficiency and effectiveness. Not only has she fulfilled her aspiration of reaching a management position, but she’s also relishing the opportunity to test herself.

“What gets me out of bed every day is that I like a challenge,” Marika said.

“I thrive on learning something new constantly and finding ways of streamlining processes and making the job more efficient.”

Marika’s leadership philosophy is people-centred. While reviewing policies, assigning training and checking machinery are all necessary and important parts of her role, she believes working alongside the team is just as important.

“I like to get in and get my hands dirty and work alongside the team,” Marika said.

“I think what makes a good leader is someone who leads by example and not from an office.”

Mike agrees, with both roles designed to balance time on the floor, in the office and out in the community.

Bringing Mike and Marika on board adds an extra layer of leadership and expertise to the social enterprise, ensuring people, production and profit receive equal care and attention.

Rounding out the leadership team is Laundry Manager Jenna Morrish, who also serves as IMPACT Community Services’ General Manager of Disability, Employment and Training. Together, the three leaders collaborate to solve challenges and drive continuous improvement.

They’re already making their mark, with New iMAGE Laundry recently becoming a member of the Australian Social Values Bank (ASVB). This enables the laundry to measure and demonstrate the social impact it creates.

“It allows us to operate within a framework that is already in place and respected by governments and other agencies,” Mike said.

“By using that framework, we can collect data around our purpose and put a dollar value against the community benefit we generate.”

With strong leadership in place and a clear focus on people, production and profit, New iMAGE Laundry is continuing to grow its impact, one job, one customer and one community connection at a time.

For local businesses, partnering with New iMAGE Laundry offers a practical way to support meaningful employment outcomes while receiving a high-quality service.

Visit the website to find out more: www.newimagelaundry.com.au

New iMAGE Laundry helps youngster break into the workforce

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For 15 months, 21 year old Kara Craig submitted job application after job application.

Yet even with a construction traineeship under her belt, Kara said that no-one would give her the chance she needed to break into the workforce.

“Every email I put in would be unsuccessful or I didn’t hear from them,” Kara said.

“I just said to Mum, what more can I do?”

But Kara was determined to break the cycle of unemployment plaguing her family, and in November 2025, her luck changed.

With support from her employment agency, Kara scored an interview at New iMAGE Laundry. The Bundaberg-based social enterprise, owned by IMPACT Community Services since 2013, is dedicated to offering meaningful job opportunities to people facing employment barriers.

When Kara got the call to say the job was hers, she was ecstatic. Now, nearly four months on from her official start at the laundry in January this year, she’s come a long way.

New iMAGE Laundry Team Leader Marika Svenson, who joined the team just weeks before Kara, said that the two of them learned the ropes directly alongside one another.

“Kara and I spent quite a bit of time together on the folding table,” Marika said.

“A towel is not just a towel; there are different qualities that you don’t even think about until you start immersing yourself in the work.”

“If Kara was hesitant and didn’t understand something, I took the time to work with her and explain the process.”

For Marika, training Kara has been worth the investment. She said that witnessing and nurturing the growth in Kara’s confidence and ability to tackle new tasks has been incredibly rewarding.

“When she first started, she was a little bit timid and needed reassuring,” Marika said.

“Now if you ask her to do something new, she is keen to learn a new skill, whereas before she was quite daunted by the whole working environment.”

Much of the laundry’s equipment is manually operated rather than automatic, maximising its capacity to employ real people in need of work.

Kara recalled the feeling of learning how to use this equipment for the first time.

“A few months ago, I never knew how to do all this stuff,” Kara said.

“I was always scared to use the big washers when they’d go off.

“For the first couple of weeks, I had someone next to me, watching me pull it out until I was comfortable doing it on my own.

“Now when they go off, I’m like, I got it.”

Kara removing laundry from the washer

It was a similar story with the ironing machine, which Kara initially approached with caution as she learned the process step by step.

However, that apprehension is a thing of the past, with Kara now building her confidence feeding pillowcases and napkins into the ironer as she works her way up to larger items like sheets and tablecloths.

Further opportunities for development await Kara as she continues to gain experience, from catching the linen at the tail end of the ironer to administrative work and customer service.

The philosophy at New iMAGE Laundry centres around getting to know everyone’s capabilities and challenges and helping them to take the next step.

Marika’s background in compliance and quality within the disability sector puts her in good stead to champion this open-minded approach. She said that her experience has bolstered her empathy, helping her truly understand that everyone’s unique, including each member of the laundry’s team.

“We have a diverse group of people here, with different capabilities,” Marika said.

“Every single person has limitations or something that they’re not confident in doing.

“It’s about finding the best way to overcome that and grow their confidence to learn new skills”

The laundry strives to improve employees’ skill sets by doing everything from putting measures in place to ensure the employee can perform a given task to translating work instructions into employees’ native languages.

As for Kara, opportunities to grow her confidence and experience are key. Marika said that, thanks to New iMAGE Laundry’s support, Kara already has the qualities she needs to be an asset to any employer.

“It excites me to see the changes in Kara’s confidence in such a short time,” Marika said.

“She’s a very good fit here because she’s willing to work and learn new skills.

“She will do anything asked of her and is always happy to work extra hours if needed.”

With her amiable personality, it’s no surprise that, above all else, Kara’s favourite part of the job is the people she works with every day.

Looking to the future, Kara doesn’t see herself leaving New iMAGE Laundry any time soon, but she does dream of the potential careers on her horizon.

“Maybe eventually construction or something with animals or woodworking where I can build,” Kara said.

“But for now, I’m happy here.”

Are you a jobseeker in a similar boat to Kara? Or are you a local Bundaberg business in need of commercial laundry services and looking to give back to the community?

As a social enterprise, New iMAGE Laundry is always open to new opportunities to connect and grow its impact. Visit the website to find out more and get in touch: https://newimagelaundry.com.au

IMPACT expands New iMAGE Laundry with energy-efficient upgrade

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IMPACT Community Services has expanded its New iMAGE Laundry operations with two new energy-efficient washers, thanks to funding from the Queensland Government’s Social Enterprise Growth Grant.

The upgrade boosts capacity, speeds up turnaround times and strengthens sustainable practices while creating new career pathways for local workers.

The 30-strong team processed 807 tonnes of linen last financial year, a 25 per cent increase. Rob Campbell, Acting Manager of New iMAGE Laundry, said the new machines are crucial to sustaining this growth.

“These machines reduce water and energy use while helping us serve more local businesses,” Mr Campbell said.

“Most importantly, this project is helping us continue to provide employment opportunities and give people from vulnerable backgrounds the chance to build skills and confidence in a supportive workplace.”

Thanks to the expansion, the laundry has promoted from within, forging a much-anticipated leadership career pathway for inspiring laundry worker and aspiring leader Nathan Menchin.

Since taking on higher duties as the Laundry Lead, Mr Menchin has been diligently overseeing the new machines.

Mr Menchin said the whole team has rallied behind him since he started his laundry journey more than a year ago.

“I was a butcher for 20 years, but I found it challenging to find work since I lost my arm,” Mr Menchin said.

“Having secure employment at the laundry has given me the opportunity to prove what I can do and the confidence to be myself again. I’ve found it life-changing.”

Mr Campbell said he couldn’t think of a more deserving candidate for the new leadership position.

“Nathan is an absolute inspiration to the team. He does tasks that not even I can do, and he’s not scared to have a go at anything,” Mr Campbell said.

“He’s already grown so much since joining our team, and we’re all excited to see him continue to flourish while playing an integral role in our expansion.”

Mr Campbell said he is grateful that the Queensland Government has recognised the vital role that social enterprises like New iMAGE Laundry play in creating a prosperous community.

“Thank you to the Queensland Government for backing social enterprises that create real impact in our region,” Mr Campbell said.

“It’s a win for local businesses, the environment and the people who call Bundaberg home.”

New iMAGE Laundry is proud to be People and Planet First certified and committed to growing opportunities in Bundaberg and beyond.

Visit the New iMAGE Laundry website to learn more.

Bundaberg Social Enterprises Recognised Globally for Putting People and Planet First

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Two of Bundaberg’s leading social enterprises, New Image Laundry and the IMPACT Recycling Hub, have received global recognition for their commitment to social and environmental excellence, achieving People and Planet First verification via the Good Market platform. 

Both enterprises are proudly operated by IMPACT Community Services, and form part of its portfolio of purpose-driven initiatives that prioritise people, planet and purpose over profit. 

New Image Laundry was first verified in 2024 and has once again been approved as a People and Planet First enterprise, reaffirming its ongoing commitment to social and environmental impact. Since opening in 2018, the laundry has provided employment to over 70 individuals who may have otherwise struggled to find and maintain work. 

“The laundry is more than a business that provides commercial services, our team is a family that offers one another a sense of belonging,” said Rob Campbell, Acting Laundry Manager. 

“This renewed verification is a testament to the incredible team at New Image Laundry and the values we live every day. 

“We’re proud to be recognised for our commitment to our people and planet.” 

The IMPACT Recycling Hub has achieved People and Planet First verification for the first time, marking a major milestone for its operations. The Hub includes ABC Recycling, the Material Recovery Facility, and the Containers for Change Refund Point at University Drive. 

“We’re proud of the meaningful employment opportunities the Hub creates, including roles for people with disabilities, while also driving environmental sustainability,” said Gavin Steele, Recycling and Collections Manager. 

“Being verified is a big achievement for our team. It validates the work we’re doing to make recycling not just environmentally impactful, but socially inclusive. 

“We’re proud to be part of a movement that proves business can be a force for good.” 

These verifications place both establishments within a global network of social enterprises working toward a better future. IMPACT Community Services continues to seek new and better ways to support people and the planet over profit. 

Learn more about People and Planet First here.

View New Image Laundry’s profile here.

View IMPACT Recycling Hub’s profile here.

New iMage Laundry Earns ‘People and Planet First’ Verification

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New iMage Laundry has proudly received ‘People and Planet First’ verification from the Social Enterprise World Forum (SEWF), a recognition that affirms its commitment to social and environmental excellence.

As a purpose-driven venture within IMPACT’s social enterprise portfolio, New iMage Laundry goes beyond providing professional commercial laundry services—it serves as an employment pathway for vulnerable individuals in the Bundaberg community.

“We are thrilled and honoured to receive this verification from SEWF,” said Brendan Laws, Manager of New iMage Laundry.

To be People and Planet First verified, an organisation must prioritise purpose, people, and planet over profit in operational decisions as it works to solve a social and/or environmental problem through a self-sustaining revenue model that reinvests profits into this purpose.

New iMage Laundry is committed to maintaining the highest standards of operation, continuing to innovate, and deepening its impact on the community and the environment.

“Since opening in 2018, the laundry has employed 72 people that may have otherwise struggled to find meaningful employment, providing them not just with a job, but with a supportive community and sense of belonging,” Mr Laws said.

This verification reflects IMPACT’s unwavering dedication to driving positive social and environmental change in the local community through its commercial laundry service—proof that business can be a force for good.

More Than a Job: Nurturing a Culture of Care at New iMage Laundry

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Every Tuesday, amidst the steady rhythm of machines at IMPACT Community Services’ New iMage Laundry, you’ll find Ann Duffy stationed diligently at her ironing post. At 80 years of age, and with a career spanning an impressive 65 years, Ann has weathered many storms.

Yet, a few weeks ago, she found herself facing a challenge unlike any other. “About four weeks ago I had a complete meltdown,” she confides, reflecting on a moment of vulnerability. “I’ve never been through anything like that before.”

In her time of need, Ann turned to Brendan Laws, New iMage Laundry Manager, seeking solace and support. “I came into work on the Tuesday, and I just went to Brendan, and I said, ‘I’m in a bad way and I need to talk to someone,'” she recalls.

What happened next is a testament to the remarkable culture of care and support that defines the laundry, and IMPACT more broadly.

Brendan wasted no time. “Fifteen minutes later, he’s down at my ironing station and he says, ‘I’ve got the Chaplain, Lynne, coming over to see you in about an hour.'”

“Lynne came and she sat down, and she talked to me. Next thing I know, Brendan’s here again after Lynne’s gone, and he says I’ve got Marta (Mental Health Worker from IMPACT) coming to see you. Marta was wonderful.”

Ann continued to receive consistent care and guidance. “Every morning Brendan would come in and see how I was,” Ann shares. “There’s not many companies that would give you that kind of help.”

“Brendan is a top boss,” Ann affirms. His leadership style, characterised by genuine concern for his team’s well-being, sets the tone for the entire workplace. It’s an ethos that permeates every aspect of New iMage Laundry—a place where kindness, community, and compassionate leadership is not just corporate speak, but a lived reality.

What sets New iMage Laundry apart is its culture of solidarity and empathy. “Everyone down there does seem to help one another,” Ann observes. In this nurturing environment, employees don’t just work alongside each other; they support and uplift one another through thick and thin.

Ann’s journey is a testament to the transformative power of support. “If I hadn’t had the help I got from work, I don’t think I could have done it,” she acknowledges. “I genuinely mean that.”

Her resilience, coupled with the unwavering backing of her colleagues and management, enabled her to navigate through adversity and emerge stronger.

As Ann looks ahead, she does so with renewed determination. “I’ll be ironing for quite a while; I’ve no intentions of retiring,” she declares.

For further information about IMPACT’s social enterprise laundry, as well as our diverse array of programs and support services, feel free to reach out to us at 1800 179 233, visit the New iMage Laundry website, or simply complete the Contact Us form.

New Image Laundry Enhances Efficiency and Service with the Introduction of new 25kg Dexter Washing Machine

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New Image Laundry has taken a leap forward in its commitment to excellence with the recent installation of a new Dexter T900 washing machine. This addition has not only elevated the laundry’s productivity but has also led to an enhanced continuity of service for its valued customers.

The new washing machine is a game-changer for New Image Laundry’s operations. With its 25kg capacity and advanced features, the machine has propelled the facility’s efficiency to new heights. This has proven particularly significant for meeting the high demands of the bustling hospitality and accommodation sectors, where time sensitivity and impeccable cleanliness are paramount.

New Image Laundry Manager Brendan Laws expressed his enthusiasm for the acquisition of the state-of-the-art appliance: “We are thrilled to introduce the 25kg Dexter T900 washing machine to our facility. This cutting-edge equipment exemplifies our dedication to optimizing our services for our clients, and is currently supporting our business partnerships in the hospitality and accommodation sectors. We’re already witnessing a remarkable increase in productivity.”

The purchase of the new washing machine, which was made possible by a funding from round two of the Queensland Government’s Social Enterprises Growth Grants has been a pivotal move for the laundry service provider. The improved efficiency resulting from this addition is expected to significantly impact the overall customer experience.

This new washing machine is not just about improving our operations; it’s about offering an unparalleled experience to our clients,” Mr Laws said.

New Image Laundry is a commercial laundry and social enterprise owned by IMPACT Community Services. New Image Laundry’s mission is to provide pathways to the open employment market for people facing barriers to employment, and it currently employs 25 people.

STRONGER TOGETHER: The power of why

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“STRONGER TOGETHER” is a weekly column where Tanya explores key issues. This week Tanya discusses the power of ‘The 5 Whys’.

By IMPACT Community Services Managing Director Tanya O’Shea

Tanya O’Shea, IMPACT Community Services Managing Director

This week has been a profound journey into the realm of social innovation, as I had the privilege of sharing my insights at CQUniversity’s Lunch and Learn event. As the managing director of IMPACT Community Services, I’ve witnessed firsthand the incredible power that lies within innovative thinking. In a world that is in a perpetual state of change, embracing the status quo is no longer a viable option.

During my presentation, I introduced the concept of “The 5 Whys,” a problem-solving technique that involves asking “why” repeatedly to get to the root cause of an issue, helping us understand the true reasons behind it and find effective solutions.

Take the case of IMPACT’s own social enterprise, New iMAGE Laundry, which began as a means to fill a funding gap. At first glance, it appeared to be a straightforward solution. However, when we applied “The 5 Whys” formula, we unearthed something much more significant – the pursuit of autonomy from funding bodies and the creation of employment opportunities for locals facing mental health challenges and disabilities.

By asking “why” repeatedly, we delved deeper into the heart of the issue, exploring its root causes and understanding the broader implications. This discovery prompted a paradigm shift, elevating the purpose of New iMAGE Laundry to new heights, and transforming it into a force of social innovation, empowerment and inclusivity.

But the power of “The 5 Whys” is not limited to those in positions of leadership or authority. It is a tool that can be wielded by anyone, in any setting. Take, for instance, the Solar Cow program, which tackles the issue of child labour in third world countries. On the surface, it sought to incentivise parents to send their children to school by allowing them to charge electronic devices there instead of walking long distances to charge them for their parents.

Yet, as the program implemented “The 5 Whys,” it unravelled a more profound revelation – the root cause of children not attending school wasn’t solely a matter of charging devices, but rather a complex interplay of socio-economic factors, cultural norms, and educational barriers. This realisation paved the way for a comprehensive approach, addressing the broader issue and creating lasting change.

The power of social innovation lies not in settling for quick fixes but in relentlessly questioning and digging deeper. “The 5 Whys” serve as a compass, guiding us to the heart of challenges and illuminating the path to solutions.

Knowing your true why is essential to drive change, and social innovation and change are intricately interconnected. While some may argue that I don’t deal with change (I’ve been at IMPACT since 1999), the reality is quite the opposite. Since joining IMPACT in 1999, I have witnessed and actively participated in a multitude of transformative events. Within six months of my start, IMPACT experienced a major contract loss, leading to a significant downsizing from over 60 staff members to just 20. This challenging period required us to innovate and find new ways to deliver our services effectively. The journey didn’t stop there; we faced further upheaval when the devastating 2013 flood hit the region, leaving us with the daunting task of rebuilding both our organisation and the community we served. Throughout these years, change has been a constant companion, reminding us that adaptability and openness to innovation are essential qualities in making a lasting impact.

Recognising the interplay between knowing our why, social innovation and change has been an important lesson. I have come to understand that social innovation doesn’t merely involve developing novel ideas and initiatives; it also demands the ability to embrace change and navigate through uncertainty.

STRONGER TOGETHER: Making a difference in our community through social enterprise

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“STRONGER TOGETHER” is a weekly column where Tanya explores key issues. This week Tanya discusses making a difference in our community through social enterprise

By IMPACT Community Services Managing Director Tanya O’Shea

Tanya O’Shea, IMPACT Community Services Managing Director

How many businesses do you know that operate with the aim of supporting the community?

 Many have heard of the toilet paper company Who Gives A Crap. Last week I was lucky enough to hear their CEO and co-founder, Simon Griffiths, speak at an event where he spoke candidly about how he launched the company by live streaming from a toilet for 50 hours to pre-sell the first $50k of toilet rolls.

Simon and his co-founders, Jehan and Danny, started Who Gives a Crap in 2012 after learning that 2.4 billion people worldwide don’t have access to a toilet. They wanted to make a difference, so they committed to donating 50% of their profits to build toilets and have now donated almost $11 million!

We must ask ourselves how we can apply this to our own community. Every time we turn on the news, we’re bombarded with stories about homelessness, the rising cost of living and the impact on mental health. The opportunity for social enterprises to make real and tangible differences within our community has never been greater.

IMPACT ventured into social enterprise in 2001, partnering with Bundaberg Regional Council to provide jobs for 24 people with a disability, in addition to creating an environmental impact by reducing waste going to landfill. In 2014, we purchased a small 1.5 tonne a month laundry with a vision of providing jobs for people with disability or mental illness. In 2016, IMPACT accelerated the business building its own commercial laundry, New Image Laundry, which now has the capacity to process up to 80 tonne per month. It now employs over 25 people and has major contracts with The Friendlies Hospital and Blue Care.

Our vision of ‘Improving Lives’ is embedded into the DNA of our business and is directly focused on creating social, cultural and environmental impact. We see the change that can be created when people, particularly those who traditionally struggle to enter the workforce, are provided with an opportunity. Pathways to employment are created, workforce participation rates increase, and people become economically independent. Intergenerational welfare dependence patterns are disrupted.

Social enterprise equals good business.

Have an idea for a social enterprise? Currently, IMPACT Community Services is working with StartSomeGood to host Emerge, a program that will teach you how to transform your ideas into a ready to launch social enterprise.

Reach out if you would like to find out more.