Tag Archive for: IMPACT Community Services

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Renee finds her confidence at New iMAGE Laundry

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When an employer knocks back your job application, it’s natural to want to know why. Not only do you want to improve future applications, but you also crave a sense of closure.

So, imagine how 44-year-old Renee Katts felt when years of submitting job applications amounted to nothing: no interviews, no jobs, no explanations.

“It’s a bit disheartening,” Renee said. “It weighs your confidence down.”

But in late 2025, that all changed when Renee put her hat in the ring for a job at New iMAGE Laundry. The Bundaberg-based social enterprise, which has been part of IMPACT Community Services since 2013, gives job opportunities to people facing employment barriers.

Instead of advertising positions on the open jobs market, New iMAGE Laundry recruits people through IMPACT’s programs and other local service partners. That’s how it reaches people like Renee, whose IMPACT Case Manager told her about the opportunity and encouraged her to apply.

“I was proud as punch when I finally got the phone call to say you’re starting on this date, so I was really excited,” Renee said.

After being unemployed for so long, it was a big step for Renee when she began at the laundry on Halloween in 2025, but her first impressions couldn’t have been better.

“Everyone was just so welcoming. It’s like a second family from home,” Renee said.

“They’re more than happy to help you, and if you’re not too sure, there’s always someone to give you a helping hand and show you the right way to do things.

“There are a couple of things I haven’t tried yet, but I’m always keen to learn new things.”

New iMAGE LAUNDRY leader Marika Svenson says that Renee has developed in leaps and bounds over her nine months at the laundry.

“When Renee first started, she was very quiet and didn’t speak unless you asked her a question,” Marika said.

“Now, Renee has grown in confidence within herself and her abilities.

“Learning new tasks is no longer a daunting process for Renee, and she tackles new tasks with a willingness to learn new skills.”

Marika said that the laundry’s culture of teamwork and giving people a chance has played a significant role in Renee’s progression, helping her learn what she’s capable of.

“Renee now has the confidence to contribute to toolbox talks and make suggestions with new ideas,” Marika said.

“She is also willing to help at our monthly BBQs and brings in food to share with the team.

“Renee has really found her niche and has become a valued member of our team.”

For Renee, reaching that point took years. She has a long history with IMPACT, having accessed employment support through the not-for-profit organisation’s Workforce Australia program on and off since 2013.

Back then, however, Renee wasn’t ready to re-enter the workforce.

“At the time, I was in Brisbane because my eldest daughter was 16 weeks early, so I was stuck down there for three months.

“That was a very difficult time because she was so tiny and that was my main priority.

“We were told we’d only have a 60% chance of her coming home and living a normal, happy life.”

Renee decided to pause job hunting while she focused on her family. Fast forward ten years to 2023, and while Renee’s daughter was thriving, Renee’s career wasn’t.

After several months in hospitality, changes in the workplace left Renee looking for work again.

Renee was back to square one, but her IMPACT Case Manager was there to help. She encouraged Renee to complete her Certificate III in Hospitality and Responsible Service of Alcohol training through IMPACT to boost her job prospects.

After graduating in February 2024, Renee once again started job hunting, but she didn’t have any joy, which ultimately led her to the laundry.

While New iMAGE Laundry isn’t the workplace Renee envisaged for herself when she finished her studies, she wouldn’t change anything about how it has all panned out.

“I wouldn’t mind staying here as long as I can. I’m quite happy here,” Renee said.

“A lot of people said to me that I’m a different person when I’m working. I’m a lot more cheerful and a lot happier.”

Renee’s story shows the difference that opportunity can make. To learn more about employment pathways through New iMAGE Laundry or ways to support the social enterprise, visit www.newimagelaundry.com.au

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

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.

Turn your social enterprise idea into reality with Emerge

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Budding social entrepreneurs will have the chance to learn how to transform their ideas into a ready to launch social enterprise when IMPACT Community Services hosts the Emerge program this month.

IMPACT has partnered with StartSomeGood to Emerge. IMPACT will host the course in a face-to-face environment, allowing participants to benefit from learning alongside other likeminded people while building a local network and sense of community.

Program participants will learn how to take their idea for a social enterprise and develop a plan they can follow step by step to make their idea launch ready.

Social enterprises are organisations that apply commercial strategies to maximise improvements in financial, social and environmental well-being. IMPACT currently runs two social enterprises – New Image Laundry and our Material Recovery Facility.

IMPACT’s General Manager – Innovation, Nathan Spruce, said the program was a fantastic opportunity for budding socially conscious entrepreneurs to be part of a cohort of passionate founders who are on the same journey to design and launch a business that makes a difference within the community.

“IMPACT is excited to be partnering with Emerge to deliver this course, which will save participants time, money and frustration as they learn to organise their thoughts into a business model with thoughtful design for a product or service their customers will love, which generates profit and creates real change on the issues participants are seeking to impact,” Mr Spruce said.

He added: “The course is a fully subsidised program supported by the Social Enterprise Sector Development Grants, so there is no cost to those who take part.”

If you have any questions, please contact Nathan Spruce on 4153 4233.

Explore this opportunity via the StartSomeGood.com website: https://emerge.startsomegood.com/

“I’m Sam and New Image Laundry has helped improve my life”

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Samantha Russell is a proud new mum who works at IMPACT’s New Image Laundry.

Sam is an integral part of the team and has made incredible progress both personally and professionally in the four years since she started work at the laundry.

“Early in my life I developed a panic disorder which was quite hard to deal with. It got so bad I wasn’t comfortable leaving the house,” Sam said.

“Looking back, I was in a really hard spot, but I’m so proud of how far I’ve come.”

New Image Laundry is one of IMPACT’s social enterprises, designed to help people maintain employment by providing a supported working environment.

Laundry manager Daniel Leary said when Sam first started she was quiet, unassuming and had been unemployed for an extended period of time.

“Now, she’s just blossoming,” he said.

“It’s just wonderful to see how Sam’s confidence has grown – both at work and as a Mum but it hasn’t been without its challenges.”

There was a stage where Sam had given up on the ability to work and drive because she was too anxious.

“I thought about how we could help Sam, so I connected her with some of IMPACT’s other programs – Mental Health and the Cooee Group.

“One of our Mental Health Support Workers Wendy Lindeman really took Sam under her wing and guided her through the difficult time.”

Sam said IMPACT and the laundry team were extremely supportive and assisted her to get the help she needed to get back on track.

“The laundry staff are like a second family to me,” she said.

“I know that I’m supported here and that it’s a safe environment that I can come to, even if I’m having a bad day.

“IMPACT has helped me learn new and different skills, develop coping mechanisms and work through my challenges.

“It’s been great to talk to other people who face similar struggles and learn about what they do to cope.”

Danny said Sam has improved immensely over the last few years and is now a Quality Control Supervisor, which plays an important role in the business.

“Sam is great at what she does and is pivotal in ensuring the laundry is maintaining its customer base,” he said.

“Without quality, we don’t have customers and without customers, we don’t have a business.

“Sam is always the one that steps up and helps without being asked, she just takes it on her own shoulders.

“When you look at where Sam was four years ago compared to now, it’s truly a great success.

“Down the track I can see Sam being a wonderful mentor for people working through similar challenges.

“I’m incredibly proud of Sam and am excited to see what the future has in store for her.”

New machines set to double capacity of NEW iMAGE Laundry

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More than 200kg of laundry just became light work at NEW iMAGE Laundry.

The commercial laundry is an initiative of IMPACT Community Services’ which serves Bundaberg and the surrounding areas.

IMPACT’s Laundry manager Daniel Leary said they recently installed two Jensen Washer Extractor 110kg machines.

These Front Loader single pocket machines will essentially double the capacity of the laundry.

“The current wash capacity at the Laundry was 180kg at any given time, with the average cycle being around 45 minutes,” he said.

“The current machines are 40kg, 60kg and 80kg. Meaning that it would take three machines to produce 180kg every 45 minutes.

“These 2 new machines are each 110kg which allows us to process an additional 220kg every 45 minutes.”

Daniel said this equated to a new capacity of 400kgs every 45 minutes.

He said without the new machines the laundry was operating at close to its maximum capacity and this made it difficult to pursue other contracts to drive production and sustainability further.

The new equipment allows the laundry to fine tune its operation, reduce overheads. It now also allows us to drop existing machine out of production for essential maintenance at given times while still maintaining good production levels.

Servicing a range of local aged care facilities, hospitals, medical practices, accommodation outlets and more, the laundry is committed to working to meet all guidelines set by the Australian Standards AS/NZS 4146.2000 for the collection, loading, storage and sorting, disinfecting, washing and delivery of linen.

Daniel said key aspects to commercial washing operations and remaining compliant to medical and aged care standards are Mechanical, Thermal and Chemical disinfection.  

The Mechanical Action is achieved by the engineering of the inner drum and the rigorous tumbling process. The Thermal action is achieved by the injection of steam continually throughout the wash cycle to maintain set temperatures. And the Chemical disinfection is maintained by the computer-controlled injection system which delivers concentrated wash, softening and neutralising chemicals.

Daniel said the washing machines operate up to 80 degrees Celsius depending on the fabrics being processed, while the ironer operates at 180 degrees Celsius and the dryers at 90 degrees Celsius. This will eliminate any pathogens or viruses that may have been in contact with the linen.

The machinery and wash cycles are calibrated each month to ensure that all the above measures are being meet. Importantly, the linen is also pH tested to confirm neutral pH linen was going back to clients. This is particularly important for use in hospitals and aged care facilities were when patients and residents will have contact with linen for prolonged periods.

The machinery was commissioned on June 8, 2022.

Some interesting facts:

Current research suggests that the covid virus cannot withstand temperatures at or above 70°C (158°F). All medical, aged care and accommodation linen at NEW iMAGE Laundry is washed at between 75 and 80 degrees Celsius.

When washing clothes for Bed Bugs or lice, wash cycles above 65 degrees for 10 minutes killed 100% of all life stages. Washing at 40 degrees killed all adults and nymphs, but only 25% of eggs. Therefore, washing clothes for bed bug dis-infestation should be done at the hottest temperatures. Most domestic washing machines will not maintain these temperatures for any period to eliminate these pests.

The extraction process of moisture or final spin cycle by our washing machines is done at 350 G-forces. In comparison, the massive G forces experienced by a space shuttle astronaut at take-off is 3 G, while fighter pilots can only manage up to about 9G for a second or two in a vertical manoeuvre.

NEW iMAGE Laundry is located at 4 Inglis Court, Svensson Heights, and is open 5 days a week from 8am to 3pm.

Want to know how our commercial laundering could benefit your business, visit webpage or call us on (07) 4152 6158.