We respectfully acknowledge Aboriginal and Torres Strait Islander peoples as the First Peoples of Australia and pay our respects to Elders past and present.
HBNC is located on the country of the Butchulla people, in the Great Sandy region on the South East Coast of Queensland.
This report has been prepared by the Social Shift Institute- HBNC’s innovation, research & community development arm
Note regarding the Impact Values used in this report:
The social impact of the programs delivered by Hervey Bay Neighbourhood Centre Inc , are calculated using the Australian Social Value Bank The values used in this Cost Benefit Analysis have been derived using the Wellbeing Valuation method from data gathered through the HILDA (Household, Income and Labour Dynamics in Australia) and Journeys Home surveys
The values used in these calculations, provided by the Australian Social Value Bank, are owned by Alliance Social Enterprises (www.asvb.com.au). They have been produced by Simetrica-Jacobs, using best practice methodology for policy evaluation. These values are used under licence # gYpv25 expiry date: 17-06-2026.
HBNC develops and delivers programs and services in response to support community to live their best lives. We provide over 30 funded programs across Aged & Inclusion; Family, Children & Youth; Multicultural & Social Enterprise; Legal Services; and Tenancy & Client Support.
About HBNC
Our Mission:
To provide a place for people to belong, feel safe and be connected to a community of support Our programs focus on all community members at any stage of life, including those who are vulnerable or isolated
Our Vision:
A strong and connected community.
Our Beliefs:
We believe in a strong community. We believe that everyone matters We believe there are vulnerable people in our community who need a hand and that many hands can play a part in the solution
Our Values: Integrity Social Justice Compassion Collaboration Openness
Strong & Connected Community
We will support all of our community to live their best life with dignity
Collaborative Partnerships that make a Difference
We will link individuals, businesses and communities to achieve their aspirations and foster a strong and connected community
Professional Team with Vibrant Culture
We will support a workplace that is safe, rewarding, enhances wellbeing and inspires staff and volunteers.
Leading Best Practice
We will demonstrate ethical leadership and governance that supports efficient use of resources to deliver best practice.
To read the full plan go to: www.hbnc.com.au/strategic-plan
Our Support Hubs
$123.3M In social value to community
Our Social Impact
We measure our impact through a results-based accountability framework in-built into all of HBNC program designs This data is used to produce a social impact value that measures the positive impact on people's lives and communities. Social value figures are beyond purely financial or economic outcomes. It demonstrates the broader benefits to society, including improved well-being, stronger communities, and a more sustainable environment HBNC measures its social impact values through the Australian Social Values Bank (ASVB) using a cost-benefit analysis against national social values benchmarks. For full breakdown please see appendix A.
It is with mixed feelings that I write my final President's Report Having served as president for the past seven years, it is time for a change.
The vision for the Centre is a "strong and connected community " In this era of conflict and division, I genuinely believe that building connected communities is more important than ever As Pulitzer Prize-winning columnist Ellen Goodman once said, "We must remember that change starts at the individual level. We can all make a difference in our own spheres of influence." It is crucial to build diverse and personal connections at an individual level to help us all navigate the daily challenges that life presents
This is the significance of a community centre We bring people together, breaking down barriers and allowing individuals to connect with others from different cultures, walks of life, or personal journeys. I am very proud of the path that HBNC has followed over the past seven years and am excited about the opportunities that lie ahead
I want to extend my gratitude to Tanya and the team at the Centre I am constantly amazed by the professionalism and genuine commitment that the staff demonstrate in their work. For the team at HBNC, it is more than just a paycheck; it is a genuine commitment to building a better community
I also want to thank the management committee for their hard work and dedication My fellow committee members volunteer countless hours to help manage the Centre and support Tanya and the staff in their incredible work. Their challenging views and empathetic perspectives have regularly enabled the Committee to navigate various challenging scenarios and arrive at the right outcomes.
Bernard Whebell President HBNC Management Committee
From the Treasurer- HBNC
Welcome to this year’s Treasurer’s Report.
I am pleased to report for the 2024-2025 financial year and it gives me great pleasure to reflect on the amazing generosity of so many organisations that continue to support our community-focused vision and values, in the activities and support we provide as a Charitable Organisation.
In the 2024-2025 Financial year The Hervey Bay Neighbourhood centre received a total income of $6,579,705 which is a 4% increase on the previous year. This is mainly due to the increasing support of the Australian, Queensland and Local Governments, our local RSL and other smaller organisations. Total Expenses for 2024-2025 also increased by 4% to $6,438,601.
During the 2024-2025 year HBNC was impacted by ex TC Alfred and experienced significant damage to its motor vehicle assets The carrying amount of the assets was reduced by $166,000 to reflect the impairment. An insurance payout amounted to $488,301 and this is recognised on the statement of Profit and Loss. These proceeds have been utilised in the acquisition of replacing the fleet at a cost of $635,260
Throughout the 2024-2025 year we were continually reviewing our community income generation services with new sponsors being found for new community programs. We also kept our community ethos of giving back to the community by providing discounted hall and room rental rates to support local organisations and events being held in our centre. This process makes us aware of how much we give back to the local community in rebates and reduced fees and this allows HBNC to generate income which supports our new and current community-based programs.
Some of the programs that benefit from this process are Tenancy Advice services, Seniors Legal and Support Service (SLASS), our Local Industry Futures Training (LIFT) program which supports the unemployed to become job ready, Skilling Queenslanders for Work (Cert II in Hospitality), Community Transport, CAMS (supporting and running events for the Multicultural Community), Wide Bay Burnett Community Legal Services and our ever popular Comfort Kitchen on Wednesday nights, which provided nutritious meals to help our vulnerable people.
In 2024-2025 HBNC was still running the Australian Government-backed ‘Social Shift’ Program, which has become extremely popular with local businesses across the Hinkler region who want to make a difference in the community
Our Finance and Risk Committee meet monthly to discuss the monthly financial results and risk assessment issues, along with the planning and budgeting for the financial year. I would like to thank my fellow Finance and Risk Committee members (Bernard Whebell, Kristi Kee, Tanya Stevenson (CEO), Ivan Mapp, Katie Elder, Finance Manager Robyn Patience and Finance Support Kristen McKinnie, Operations Manager Christian Berechree) for their time and commitment to the roles they play in managing the finances of the Hervey Bay Neighbourhood Centre.
I would also like to thank our Auditors, Crowe for their finalisation of the audit I move the adoption of the Audited Financial Statements for the Hervey Bay Neighbourhood Centre Inc for the year ended 30 June 2025
Shani Mitchell Treasurer
HBNC Management Committee
AGM Minutes- 2024
Program Reports
From the CEO- HBNC
This year, our story is one of connection, compassion and community impact Across every program, partnership and project, the Hervey Bay Neighbourhood Centre has continued to live its purpose to create connected communities.
In 2024–25, HBNC supported more than 25,000 community members, and generated an extraordinary $123 million in social value for our community Behind every number is a person whose life has changed - someone who found a home, learned new skills, reconnected with their community, or felt heard.
Our strength lies in the diversity of what we do and the unity of why we do it. From legal services to youth mentoring, from the Wandering Teapot social enterprise to the Social Shift Institute’s innovation work, each part of HBNC contributes to a shared vision: a strong and connected community.
This year also marked the opening of our Social Shift Institute, HBNCs research and innovation arm, helping to shape national conversations on social impact and community-led change. Through initiatives like the Community-led Support Fund, Building Better Communities Workbook, and the State of Reports, we’ve turned local learnings into national leadership
None of this would be possible without the incredible dedication of our 540 volunteers who donated nearly 20,000 hours of their time, our staff members whose professionalism and compassion shine every day, and the partners, sponsors and donors who stand beside us You are all part of this story
As I reflect on the year, I’m reminded that strong communities don’t just happen they are built through conversations, collaboration, and care. To everyone who contributed to our shared vision - thank you.
Tanya Stevenson Chief Executive Officer
Hervey Bay Neighbourhood Centre
Volunteer Team
Annual Impact Report 2024/25
Volunteering at HBNC has gone from strength to strength this year, not only growing in numbers but in the variety of skills, interests and projects on display.
Volunteers have been involved with key community initiatives like the Christmas Lights Wonderland, Food Forest at the Urangan Community Wellness Centre, and the expansion of the Connect With Friends/ Chatty Café events.
HBNC has also continued to maintain the Fraser Coast Heroes Database, an online platform where volunteers can register and find volunteer opportunities in our region
Our heartfelt thanks to all of our Volunteer Team- we couldn’t do it without you.
540
19,974
780 40%
What HBNC Volunteers do
HBNC Volunteer Team donated 19,974 hours in support → this is worth $898,830 in social support to community
Shanita Shines at Recovery Hub
Volunteer Story
The Recovery Pop-up Lounge has been a new initiative HBNC ran for three months at Pialba Place Shopping Centre, and provided a fun, safe, welcoming space for community members to connect, enjoy activities and find disaster readiness information after the major flooding event brought by Ex-Tropical Cyclone Alfred.
Among the many highlights of pop-up lounge was the involvement of Shanita – a young volunteer who brought a love for the community and willingness to learn to the shopfront
Shanita was a regular face at our Recovery Pop-Up Lounge, generously volunteering her time to support HBNC staff and visitors alike.
Her calm presence, helpful attitude, and willingness to jump in wherever needed made a lasting impression on everyone she worked with
"Shanita has been absolutely fantastic," shared Chloe and Cloe, HBNC team members based at the lounge “Our team were absolutely thrilled to have her around and she brought a positive energy to the space.”
Shanita has now become a registered volunteer with HBNC, a wonderful next step for someone who already embodies our values of compassion, collaboration, and community care
Shanita’s mum Sam was proudly by her side, supporting her daughter’s efforts and encouraging her community spirit.
At HBNC, we believe that everyone has something valuable to offer and Shanita is a perfect example of how young people can step up and be part of something bigger
Her contribution shows that age is no barrier when it comes to compassion, community connection, and lending a hand.
A big thank you to Shanita for showing us what the future of community care looks like: strong, kind, and engaged.
Aged & Inclusion Services
Annual Impact Report 2024/25
The Aged Care Volunteer Visitors Scheme volunteers provide friendship and companionship to recipients of Commonwealth subsidised residential aged care or home care packages who are experiencing or are at risk of social isolation and loneliness (including care recipients approved or on the National Priority System for residential or home care packages)
The ACVVS is funded by The Department of Health, Disability and Ageing
What we did
How much we helped
Client Story
An ACVVS match established back in 2020 between a dedicated volunteer visitor and a client has just celebrated its five years of friendship.
$65,838
Over this period of time, the client has received regular visits While the volunteer was away for a couple of months this year on holiday, they also sent weekly postcards to the client, which they loved and helped to keep them connected. When the volunteer returned, the client loved to look at all of their travel photos and talk about everything that had happened while the volunteer was away
This successful match shows the impact ACVVS can have with genuine friendship and social connection.
Connecting Communities Connecting Communities
Annual Impact Report 2024/25
Connecting Communities supports people experiencing or at risk of social isolation and loneliness to be connected with groups and activities Using a social prescription model, the program aims to improve social connectedness and reduce the health & wellbeing impacts on individuals associated with isolation & loneliness.
Over the last year, the program has supported many women 60+ who have just moved to the region & are feeling isolated. The other main group accessing support are those who have experienced health issues and have not been able to engage in their usual activities A new initiative- Chat With Friends- has been developed to help people to socially connect as well as Link Workers connecting people with the many activities on offer in our region. The program is funded by the QLD Government Communities Innovation Fund.
Client Story
A woman was referred to Connecting Communities by her health provider She had just moved to the area & wanted to find out what activities were available However, she was caring for a parent
Connecting Communities Link Workers supported the woman to identify goals and opportunities to volunteer and meet new people. She was connected to a local organisation where she is now contributing weekly and finding enjoyment with like-minded people.
Further feedback from the woman highlighted her positive experience while engaged with Connecting Communities.
FC Social Support Services FC Social Support Services
Annual Impact Report 2024/25
Fraser Coast Social Support Services supports well-being and quality of life through comprehensive social support programs. By offering Group Social Support and Individual Social Support services, we aim to foster social connections, reduce isolation and provide personalised assistance to meet the diverse needs of our local community
Over the past year there was a strong focus on embedding wellness & reablement into service delivery with clients being supported to maintain their independence & living at home by being supported to go grocery shopping, attend medical appointments & participate in social activities.
FCSSS is funded by the Australian Department of Health & Aged Care under the CHSPCommonwealth Home Support Program.
What we did
3,970
How much we helped Our Social Impact
$79,841
Client Story
A client had experienced a change in circumstances and was requiring more support to remain living independently at home.
FCSSS staff supported the client to access extra supports that helped them with their activities of daily living at home.
The client continues to live at home with extra supports in place and continues to connect with local community and friends through social support
TransComCare
Annual Impact Report 2024/25
TransComCare is a community transport service supporting older people to remain living at home and in their community by providing trips connecting them with their local community.
TransComCare has had another great year assisting people through community transport Client referrals from My Aged Care continue to increase, with more new clients coming onboard from outlying areas including River Heads, Booral, Toogoom and Burrum Heads All fleet vehicles have been replaced. Expansion of transport programs means that we have been able to increase the number of registered clients so that they can access affordable, safe and reliable transport
TransComCare is funded by the QLD Department of Treaty, Aboriginal & Torres Strait Islander Partnerships, Communities & the Arts and the Australian Department of Health and Aged Care under the CHSP
What we did
Client Story
8,020
How much we helped
3,350 502 96%
An 87-year-old client was needing more services to help them remain living at home independently The client did currently have some services in place but they were no longer adequate due to a physical decline in their functional capacity They were also fearful of transitioning to other supports and unaware of what was available
The client was supported by staff to access other supports and eventually made a smooth transition to their new supports. They continues to live at home independently with these new supports in place
Family, Children & Youth Services
Bay Families
Annual Impact Report 2024/25
Bay Families supports vulnerable families with children up to 18 years old to strengthen their family wellbeing. The service uses a strengthsbased case management model to prevent and manage crises within families.
Over the last year, Bay Families has continued to support families with issues around housing, navigating the service system for support around medical issues, and supports to promote positive parenting In supporting families, Bay Families staff have found flexibility is key, as is performing check-ins via home visits, phone calls or whatever is needed when families are overwhelmed Strong case collaboration to support the linking and referral of families has also been key to families getting the right supports for them.
Bay Families is funded by Dept of Families, Seniors, Disability Services and Child Safety
What we did
100% 93% 1,685 69
How much we helped Our Social Impact
$186,342
Client Story
A woman from Papua New Guinea had left her relationship due to domestic violence and was referred to Bay Families by a local women’s shelter The woman was experiencing a language barrier, trauma, financial stress, mental health issues, and was unemployed and isolated.
Bay Families supported the woman to find crisis housing, as well as a number of supports including family therapy, financial counselling, migrant English classes, GP appointments, employment and mentoring
The woman has now progressed to find permanent housing, has found a job, obtained her driver’s licence, joined a local gym and is socially connected.
BEATS
Annual Impact Report 2024/25
BEATS- Broadcasting, Entertainment & Audio Technology program is an after school activity for at-risk youth aged 10-17, offering hands-on workshops in music, media and entrepreneurship Sessions are held 3 days per week for 3.5 hours per session and include industry experience, a meal and transport home. BEATS aims to build confidence, skills and positive social connection for youth. BEATS is funded by the Queensland Department of Youth Justice
BEATS demonstrated the value of early intervention & structured after school engagement for vulnerable youth Participants thrived in the creative, hands-on environment, developing confidence, skills & social connection While funded on a short-term contract, there is a need for sustained funding with after school & holiday programs demand remains high. What we did
Client Story
A 14-year-old female client struggled with low self-esteem, limited peer connections & difficulty expressing emotions or engaging in positive communication with others
Key challenges for her included poor self-image, fear of judgement, and hesitation to participate in group activities, which impacted her ability to form trusting relationships.
Through BEATS, the teen engaged in art therapy, Drum Beat program, Love Bites program, media creation, and team-building activities, which fostered emotional awareness, respectful communication and social connection in a supportive environment
Her confidence & communication skills improved significantly, culminating in her volunteering to give a speech at the BEATS graduation, sharing their growth & achievements with peers & mentors.
Annual Impact Report 2024/25
LIFT- Local Industry Futures Training, supports people to become employment ready through life skills training, resilience building, community connecting and addressing barriers through a tailored program including: Youth Assistance Program (YAP) supporting under 18s
Industry Ready Training (IRT), a 10-week job readiness program helping people find not just a job, but their purpose
Training & Employment Coaches (TEC), supporting people to gain and maintain employment
Over the last year, LIFT has continued to provide strengths-based support to people on their pathways to employment & long-term independence. LIFT is funded by the Commonwealth Government Department of Social Services.
What we did
172
10,189
Client Story
Client attended asking for assistance as they are currently working but wanted to find a career rather than just a job. The client was unsure how to get a career started.
The client was advised to attend the local motorcycle shop and workshop and discuss with them their interest in bikes Client advised to do this every week and take in a resume written with the assistance of TEC program
Client contacted the TEC program staff after 2 months of weekly visits to let them know they have gotten an apprenticeship as a motorcycle mechanic
Play With Your Kids Your Kids
Annual Impact Report 2024/25
The Play With Your Kids (PWYK) program aims to strengthen early childhood development and family wellbeing through supported playgroups for children aged 0–8 and their caregivers PWYK fosters learning through play, builds parenting capacity, and connects families to community services, promoting positive lifelong outcomes and school readiness
In 2024/25, PWYK continued to thrive as a free, inclusive and welcoming space where families feel supported The flexible, no-cost model and play-based learning approach work well, with parents reporting stronger emotional connection with their children and increased parenting confidence.
PWYK is funded by the QLD Department of Education
6,224
Client Story
A single mother with a four-year-old son attended PWYK for the last 6 months During this time, she built trusting relationships with educators and disclosed a history of domestic violence, with her ex-partner (the child’s father) currently being in jail
The mum shared concerns about her son’s trauma-related behaviours including severe separation anxiety, speech regression, emotional dysregulation and difficulty with social skills
PWYK facilitated regular visits from Bush Kids and Remarkable You’s Occupational Therapist at Harmony Hub, providing developmental supports. The mum was also referred to Impact Community Care for counselling.
The child now has ongoing support and mum has formal mental health support. They continue to engage at PWYK where they receive encouragement, practical strategies, and a safe, supportive environment to rebuild connection and capacity.
Reconnect
Annual Impact Report 2024/25
Reconnect supports young people aged 12–18 who are homeless or at risk The program helps families resolve conflict and strengthen communication Where staying at home is not possible, Reconnect supports safe alternative living while maintaining strong community and family connections to promote engagement in education, employment, and social participation
This year, Reconnect has delivered a variety of school-based groups including collaborating in the delivery of culturally safe programs like Tiddas Are Deadly & Rites of Passage, combined with skill-based, confidence building workshops
Challenges for youth include mental health, unstable housing, disengagement & difficulties accessing supports without identification.
Reconnect is funded by Department of Social Services
Client Story
A 17-year-old male came to Reconnect with complex mental health needs following a workplace assault and a history of drug-induced psychosis.
The youth had not attended school for over a year and was recently discharged from a mental health program. He was also living with his father, who also experiences significant mental health challenges and an acquired brain injury
Reconnect supported the young person to access financial independence through Centrelink and reengage in education via a TAFE Cert II Course Reconnect also provided coordinated mental health support through CYMHS
The young person has now completed his Cert II with full attendance, and has secured employment in rural QLD. He is now living independently and reports improved wellbeing. His relationship with his parents has improved as well, contributing to greater emotional stability and connection
Youth Mentoring
Annual Impact Report 2024/25
Youth Mentoring is an early intervention program supporting young people 12-17 years old who are having difficulties at school or home Young people are matched with a trained Volunteer Mentor who meets them at school once per week to engage in fun activities, listen to their issues & concerns, help youth identify their talents & strength and help ensure they stay engaged in school and community life for their best future outcomes
Youth Mentoring is funded by the Alcohol & Drug Foundation & the Col Pearce Charity Triathlon fundraiser.
Client Story
A referred student was matched with a mentor for 1.5 years. The student was needing a positive role model and support to build their confidence
The student had three siblings at home with a struggling single parent At school he had a lack of confidence and would have outbursts at school with siblings.
The student was matched with a kind and caring mentor who visited the student at school for weekly sessions for the year. The mentor engaged the student through baking activities where they would chat as they cooked The student was able to share their creations with classmates and family at home.
The student has shown a lot of improvement around their confidence and has become able to approach situations and interact with others more positively
Multicultural
& Enterprise Services
CAMS
Annual Impact Report 2024/25
Community Action for a Multicultural Society (CAMS) supports the multicultural community to have equitable access to supports that respond appropriately to their needs, and to fully participate in and benefit from all aspects of life in QLD The program’s mission is to support a sense of belonging in a cohesive and harmonious community
CAMS has continued to provide English classes, garden club, a reference group and a variety of events this year CAMS’s relationship-based approach, cultural events & strong service collaborations have empowered individuals to connect and participate more confidently in their local communities.
CAMS is funded by the QLD Department of Women, Aboriginal & Torres Strait Islander Partnerships & Multiculturalism.
3,450 2,650
Client Story
A single mother with a 7-year-old child came to CAMS for assistance. She had a temporary visa, was experiencing domestic violence and became homeless
The client faced visa insecurity, lack of income support, homelessness and limited knowledge of available supports.
Through CAMS, the client was connected with domestic violence services, Services Australia, and a registered migration agent who provided pro bono assistance to notify the Department of Home Affairs of her change in circumstances
The client was granted permanent residency, received financial support under DV provisions, and was successfully assisted in securing a rental property
Comfort Kitchen
Annual Impact Report 2024/25
Comfort Kitchen supports those experiencing homelessness or doing it tough, providing weekly hot dinners, social connection and easy access to supports such as Community Navigators
Dedicated volunteers prepare and serve meals via full table service at the Hervey Bay Community Centre, giving dignity to those who have fallen on hard times
Comfort Kitchen is sponsored by the Hervey Bay RSL & a host of business sponsors who donate funds & food ingredients What we did
3568 60 1714 61
Client Story
A father of four children had been facing significant hardship and was struggling to make ends meet He is a New Zealand citizen who has resided in Australia for over 15 years. Earlier this year he experienced homelessness as a result of severe flooding in Hervey Bay, which further impacted his family’s stability & wellbeing
The father was referred to the CAMS program for further support to apply for Australian citizenship and also connected to Legal Aid for assistance with ongoing court proceedings to apply for legal guardianship of his daughter
The father has been actively engaging with available supports. To help ease the financial burden and ensure food security, he and his children regularly attend Comfort Kitchen on Wednesdays, where they receive nutritious meals and connect with community in a safe and supportive environment.
SQW Hospitality
Annual Impact Report 2024/25
The Youth Cafe Skills- Cook. Brew. Create, is a free hospitality training program under the QLD Government Skilling Queenslanders for Work (SQW) initiative The program is designed to give people the skills and confidence they need to find meaningful employment, while gaining a Cert II in Hospitality.
Youth Cafe Skills equips participants with realworld skills and practical experience to help them land a job in the hospitality industry.
The program had another successful year in 2024-25, with free transport provided, shared lunches, and collaboration with other services to provide wrap-around support to vulnerable students facing challenges This provided a safe, supportive environment for students to learn, grow and build resilience What we did How much we helped Our Social Impact $568,396
16 31
Client Story
A 15-year-old student signed up to participate in the SQW Hospitality program They had complex issues affecting their health & employability including anxiety, trauma, autism, depression & ADHD, resulting in low self-confidence.
When commencing SQW, the student was quite nervous and had difficulties communicating with other students Throughout the course, however, they were accompanied by a support worker to assist them with paper work. The student’s older sister was concerned that they may not be able to complete the course.
Over the program, the student experienced remarkable growth, including in confidence, skills development, independence & cultural identity
The student expressed how much they loved the program & has now commenced a job in the hospitality industry.
SQW MIST
Annual Impact Report 2024/25
The Multicultural & Inclusion Support Training (MIST) program is a free individual support course funded under the QLD Government Skilling Queenslanders for Work (SQW) initiative. The course delivers Certificate III in Individual Support training to equip students with the practical skills, theoretical knowledge, and professional skills required to provide person-centred care to clients in aged care, disability & community settings Students are supported to develop competence in supporting people’s physical, emotional and social wellbeing.
Many of the students of this program signed up after long-term unemployment but embraced learning, growing their skills, and supporting each other throughout the course in inspiring ways
What we did How much we helped
A student was a single parent in her early 50s and and had not been employed for around 25 years Now that her children were grown up and ready to leave school, she wanted to see if she could push through her anxiety and start working again
The student signed up to the SQW MIST Individual Support program and built up selfconfidence through learning new skills, being mentored by program staff, was linked to outside support networks and counselling support as well as learning digital literacy
The student successfully completed her Cert III in Individual Support and has secured employment and is enjoying her new independence and sense of purpose Client Story
Wandering Teapot Café Wandering Teapot Café
Annual Impact Report 2024/25
The Wandering Teapot Café is a social enterprise offering quality catering and hands-on hospitality training. Profits made support youth programs and ongoing training for students to gain realworld experience.
The café and catering service have become a vibrant hub of connecting and community for staff, volunteers and students, who have all played a role in delivering exceptional customer service. The welcoming space encourages people to drop in for a coffee or lunch, attend meetings, and engage in HBNC activities This inclusive environment fosters belonging and provides meaningful engagement for all involved.
The Wandering Teapot Café is a social enterprise self-funded by HBNC
What we did
920
196
How much we helped
40 98%
Our Social Impact
$93,912
Client Story
A 24-year- old Certificate II in Hospitality student who lives in Maryborough had been diagnosed with ASD He had previous experience in hospitality, but due to a gap in recent employment, his confidence was low The student was motivated to re-enter the workforce but needed support in finding suitable employment
The student gained experience through the SQW Program & Wandering Teapot and had a keen willingness to learn new skills.
With ongoing support, the student gained handson experience and developed confidence, while completing his shift placements at the Wandering Teapot He successfully completed his Certificate II and now has a positive attitude towards gaining employment in the industry again
Legal Services
Seniors Legal & Support
Annual Impact Report 2024/25
Seniors Legal & Support Services (SLASS) provides support to older people in the Fraser Coast who are suffering or are vulnerable to elder abuse SLASS uses a multi-disciplinary approach to provide legal & other supports to promote outcomes of improved safety and personal agency.
This year, SLASS has been very busy seeing trends including increases in family & domestic violence within older couples and increases in family conflict Clients have also been supported around risk of homelessness, increased mental health issues related to dementia There have also been long waiting lists for My Aged Care and a lack of in home supports and beds for respite or permanent aged accommodation available. A highlight has been the introduction of a new Digital Navigator with the service to support clients struggling with technology
SLASS is funded by Department of Families, Seniors, Disability Services and Child Safety.
Client Story
A local hospital had concerns about discharging a 94year-old senior back home and into the care of their son due to worries about the state of the home and lack of support services. SLASS investigated by visiting the client, the home and their son
How much we helped
What we did Our Social Impact
$783,637
SLASS assessed the situation as unintentional neglect by the son who had a mild intellectual impairment and was suffering severe carer stress. The client wished to go home but although the son had the best intentions for their parent, they lacked the resources and knowledge to care for them.
SLASS supported the client to receive a priority care home package so they could return home and educated the son on how to care for their parent, including how to fulfil their responsibilities as their parent’s enduring power of attorney
The Seniors Financial Protection Service (SFPS) uses a multidisciplinary approach to support older people in the Fraser Coast who are experiencing or at risk of experiencing financial abuse. SFPS provides legal advice and social support to people through case management and information and referral.
Over the last year, the service has seen trends in Enduring Power of Attorney being used as a means to financially abuse people and increases in financial exploitation Residential Aged Care facilities have become more proactive, however, with reporting financial abuse There is still a need for education and assistance around financial literacy within community The service also has a new Digital Navigator who supports clients experiencing challenges operating and trusting technology including mobile phones, internet and email services
SFPS is funded by the QLD Department of Families, Seniors, Disability Services and Child Safety
Client Story
How much we helped
A client was referred by their residential aged care facillity to the service when the direct debits for his fees were failing. The client previously lived in a caravan park and had a ‘friend’ who was his attorney under an EPOA This person had access to the client’s banking and had been gifted the client’s car. The client was financially abused by the ‘friend’ who used the client’s card to make purchases for himself and used access to the client’s Centrelink to apply for an advanced payment that was then transferred into his own account Upon investigation, this had been going on for about 18 months
SFPS supported the client to revoke the EPOA and provide a copy of this to his bank and Centrelink SFPS also assisted the client to lodge a cybercrime report for financial abuse with the police. The client became able to pay back the fees to the aged care facility & got back access to his accounts The client was grateful & relieved for the assistance & could move forward without fear of further abuse.
WBBCLS
Annual Impact Report 2024/25
The Wide Bay Burnett Community Legal Service provides free, quality legal services to clients, especially those experiencing disadvantage or who are vulnerable to hardship.
This year, WBBCLS continued to see high demand for family law services, particularly concerning DFV. While resources are stretched, we’re optimistic about the recent approval of five years of funding, which will enable us to hire an additional full-time solicitor to meet the growing need for casework We are also exploring reopening outreaches in North Burnett, an area with historically high disadvantage. Clients value the flexibility of in-person and phone appointments, with many preferring the latter for convenience A full external review of our operations is nearing completion as well and is designed to ensure that we are effectively reaching those most in need, and continuously improving service delivery to ensure that our clients receive service of the highest calibre
WBBCLS is funded by the Queensland Department of Justice.
What we did
How much we helped
Client Story 1
Bob and his wife Sally live in a remote regional area and are both aged pensioners. About a year prior, they allowed a friend, Jarrod, to temporarily park his caravan on their property for two weeks Since the initial agreement, one year had passed and Jarrod was refusing to remove the caravan. The unregistered, dilapidated caravan was now obstructing access to their home
WBBCLS provided Bob and Sally with legal advice. In addition, WBBCLS sent a letter of demand to Jarrod requesting the caravan’s removal The WBBCLS was best suited to assisting Bob and Sally As a community-based service with regional outreach, WBBCLS could meet Bob and Sally limiting any substantial need to travel Our free service ensured they could resolve the issue without incurring legal costs they could not afford
Now the problem is solved, the caravan was removed within eight days, restoring Bob and Sally’s access to the home and peaceful enjoyment of their property.
Client Story 2
Annie is a 50-year-old domestic violence survivor, undergoing chemotherapy and facing homelessness English is not her first language. She had separated from her abusive partner and was dealing with property issues involving overseas assets She had no financial support and was unaware of available options. In addition, her temporary housing was coming to an end.
WBBCLS provided Annie with legal advice We explained the relevant considerations for property settlement and provided her with information on her options. WBBCLS was best suited to her problem as we could ensure that Annie had appropriate supports and referrals
We provided advice and assistance to Annie at an outreach location where she would have access to domestic and family violence practitioners who provided her with counselling after her legal appointments We advised Annie of the Victims of Crime Financial Assistance Scheme We also worked with service providers to obtain supporting documents Upon building trust, Annie revealed she was a victim of a criminal offence This office subsequently assisted Annie in lodging two applications for victims of crime financial assistance Our holistic community legal service allowed us to address Annie’s complex legal and non-legal needs in an environment where she felt safe and supported and had access to counselling and support We ensured culturally sensitive, accessible, and trauma-informed service delivery.
Annie received two grants totaling $24,000. Annie’s temporary housing arrangement was extended. Annie was able to have her car repaired which increased her access to her medical care Annie also obtained a Solicitor who was willing to represent her in her complex property settlement matter on a deferred fee basis Through our integration with local support providers we were able to ensure that Annie was appropriately supported.
Client Story 3
Jenny is a single mother who has experienced violence at the hands of her ex-partner Remaining legally married was a source of deep emotional distress, and her previous attempts to apply for divorce were unsuccessful Jenny approached this office seeking advice in relation to divorce Jenny could not afford a private solicitor, and the trauma of being legally tied to her abuser was a significant barrier to healing Jenny was facing accessibility options in accessing services and access to justice
The Wide Bay Burnett Community Legal Service (WBBCLS) offered a trauma informed response ensuring that Jenny’s legal needs were met while at the same time ensuring she received safe, timely and compassionate support. We provided Jenny with comprehensive legal support, including advice, trauma-informed representation, and referrals to support services We lodged a new divorce application, worked with a process server (who eventually withdrew due to safety concerns), and carefully adapted our approach to prioritise Jenny’s safety We applied for Jenny to be excused from serving documents on her ex-partner and from appearing in court. Additionally, we advocated for the usual one-month delay between granting and effect of the divorce to be waived allowing Jenny to be divorced immediately.
Jenny was not required to attend court. The application to dispense with service was successful. The application for the divorce to take effect immediately was also successful Jenny was extremely grateful for our assistance and cried when she was advised of this outcome. WBBCLS limited Jenny’s continued exposure to her past by attending court for her, by ensuring she had appropriate supports, liaising with police and other stakeholders and shortening the time in which her divorce took effect. Now the problem is solved, Jenny is officially divorced and free from the legal ties to her abusive expartner She said she would never have been able to achieve this without our help
Tenancy & Development Services
Community Access Program Community Access Program
Annual Impact Report 2024/25
The CAP- Community Access Program supports individuals 18-36 years old who are socioeconomically disadvantage who were former participants of the Cashless Debit Card and those who have volunteered for the Income Management Card CAP provides service navigation assistance with forms and linking with services, support with appointments, information & referral, linking with mental wellbeing support, support to reduce social isolation and financial and digital literacy assistance.
In addition to providing support, CAP has developed resources for job seekers to achieve employment & mental wellness goals including the Mental Wellbeing Box & a Google VR Mental Wellbeing workshop to achieve life goals
CAP is funded by the Australian Department of Social Services.
What we did
Client Story
A 25-year-old client sought support from HBNC after a hospital stay related to an unmanaged medical condition He was living in a toxic environment with friends and was seeking support for housing, health and wellbeing, career options, and his drivers licence His short-term goals were focused on education, employment readiness and consistent engagement with services
How much we helped
CAP supported the client with referrals to housing, health and mental health services for immediate support The client was also connected with career counselling, training opportunities, and driving services to build independence and pursue interests to build wellbeing
After support, the client is now able to effectively manage his medical condition which produced immediate physical health improvements. He has improved in overall health, confidence and daily functioning and has an increased sense of hope. He has also gained his learner’s permit and has career pathways, which are helping him build independence and ongoing motivation to pursue his personal goals.
Community Navigators Community Navigators
Annual Impact Report 2024/25
Community Navigators provide support and advice for community members who are struggling to find the help they need and to navigate complex support systems.
Over the last year, Navigators have seen more clients facing cost of living pressures, along with homelessness and mental health issues. The team have supported clients into housing, jobs, financial aid, obtaining ID, and connect with health and social supports Navigators continue to assist clients with a wide range of needs, often helping to determine and connect people with the most appropriate services and supports. This has included responding to immediate challenges, providing guidance through complex referral pathways, and offering practical assistance while clients wait for contact with services
Community Navigators are funded by the Australian Department of Social Services.
Client Story
A client who had moved to Hervey Bay in late 2024 for cancer treatment and had been recently hospitalised, came to Community Navigators for assistance to connect with community and access services as she knew no one locally She was struggling to apply for the age pension, had no My Aged Care supports, couldn’t cook or drive due to her condition and needed help fixing her laptop, which was her main link to her family.
Community Navigators supported the client to navigate multiple services including IT supports, TransComCare community transport, My Aged Care, and assistance for superannuation evidence and forms for tax, and births, deaths, marriages. Further support including scheduling, GP appointments, home services, a My Aged Care phone assessment and providing info on community activities
After support, the client now has income, a new GP, a My Aged Care package, a working computer, birth certificate, and transport and meals on an organised schedule. The client said the process had felt impossible before Community Navigator support and that without it, she would have given up and isolated at home
QSTARS Tenancy Advice QSTARS Advice
Annual Impact Report 2024/25
The QSTARS Tenancy Advice Service supports eligible people in the Wide Bay Burnett to be aware of their rights and responsibilities according to the Residential Tenancies & Rooming Accommodation Act and provides assistance to people to resolve their tenancy/housing issues
QSTARS also develops & maintains networks with services, particularly those that support vulnerable & disadvantaged renters.
Over the last year, QSTARS has seen a trend in clients contracting the service for information & support around evictions & rent increases. Unfortunately, low availability of affordable housing options or delays in service supports have seen many clients struggle financially & mentally as they have tried to access safe & longterm rentals. The QSTARS Team have worked hard to advocate for tenants & provide resolutions to tenancy matters.
QSTARS is funded by the QLD Department of Housing, Local Government, Planning & Public Works.
What
we did
How much we helped
Client Story
A tenant who had entered into a tenancy agreement 6 weeks before contacting QSTARS had made repeated urgent repair requests for mould that was impacting their health, with little to no action from the real estate agency The tenant’s accommodation had severe maintenance issues including mould, infestations, leaks, flooding and disrepair, with the property failing to meet minimum housing standards The real estate had been slow to act, attempted only cosmetic fixes, and conducted 13 entries to the property in 5 weeks with no significant repair completed.
The Tenancy Advice Worker reviewed the tenant’s case and confirmed the real estate’s obligations under the QLD Tenancy Legislation as well as providing advice to the client on rights relating to quiet enjoyment, emergency repairs and rent reduction options. The tenant was assisted to self-advocate with formal requests, obtain medical documentation, discuss dispute resolution/ QCAT pathways and offered ongoing case management to monitor the real estate agent’s response.
After support, the tenant felt empowered with knowledge to self-manage, and prepared formal requests for repairs. They had continued to selfadvocate in a formal RTA dispute process
YETI Youth Events Team YETI Events Team
Annual Impact Report 2024/25
The YETI- Youth Events Team Initiative was a 12month project aimed to develop and deliver a series of events to provide training to young people and host inclusive and accessible opportunities for community to connect.
YETI set out to deliver youth-led events for 8-17 year olds and 18-25 year olds with an emphasis on providing safe, socially connected spaces in Hervey Bay where people could gather, relax and socialise.
Two standout events delivered by YETI included Trunk of Treat halloween event and the Christmas Lights Wonderland celebration Both drew strong community engagement and gave the team a sense of pride as their hard work translated into visible job among attendees. While the project will not continue, it demonstrated how youth-led initiatives can strengthen community bonds and create positive experiences for young people in Hervey Bay
YETI was funded by the QLD Department of Youth Justice and HBNC.
we did
How much we helped
Client Story
A 23-year-old male attended a Bay Alley YETI event on his own and explained to the team that he came to one of the events for something to do as well as meet new people and possibly make a new friend. He had previously had trouble making friends and struggled to find ways of connecting with other young people in the community He expressed that he felt there was no where in the community to go to meet others where is also feels comfortable
The Bay Alley events were specifically targeted to youth in the community struggling to make connections. The initiative provided games and activities to prompt people getting involved. Dinner was also provided with people seated together to encourage socialising.
The young person made many connections at the event and had exchanged contact details with some of the other attendees for ongoing socialising He also got involved in the games and activities and won a prize The young person mentioned that he doesn’t usually smile as much as he did at Bay Alley
Operations & Finance Support
Operations- Reception Operations- Reception
Annual Impact Report 2024/25
HBNC Operations is like the Engine Room of our organisation- keeping things going in the backgound so our services can work to their fullest potential
The Operations Team has continued to do amazing work through reception, human resources, building management, IT, marketing, and finances.
Our Front Counter Reception Team works across all of our HBNC hubs providing information, referral, forms assist and emergency relief support
Operations are supported by funding from the Queensland Department of Treaty, Aboriginal and Torres Strait Islander Partnerships, Communities and the Arts
5,956 6,942 24,509
137 742
Client Story
A woman came to the Community Centre reception seeking assistance She had moved to Hervey Bay a few months prior to reconnect with her son who had been estranged from her for the last two years She was staying with her son, however, their relationship had broken down due to substances abuse and abusing behaviour and he had kicked her out of their accommodation.
The woman had limited funds but had found accommodation in a local hotel as she knew noone else in town and had nowhere to go.
Reception staff supported the woman to access Emergency Relief food vouchers, hygiene packs and to attend Comfort Kitchen for meals
The woman advised she had family in Dalby but that she had no way of getting there Reception staff were able to further support the woman by providing a bus ticket to Dalby through Emergency Relief for the following day, ensuring the woman made it safely to her family there.
Operations- Human Resources Operations- Human Resources
Annual Impact Report 2024/25
Over the past year, the HBNC Team has continued to expand, advertising and recruiting for 17 new positions through SEEK We remain committed to fostering a professional, vibrant team culture focused on delivering client-centred support.
In the last 12 months, our staff have completed 423 professional development training sessions, reflecting our dedication to continuous improvement in both skills and service delivery
Staff wellbeing remains a top priority, with 95% of employees agreeing or strongly agreeing that HBNC is supportive of their overall wellbeing We continue to support our team through initiatives such as monthly supervision, access to an Employee Assistance Program, mindfulness pods at all sites, and Birthday Leave offering each team member an extra day of annual leave to celebrate their birthday.
Staff Feedback
“Fantastic leadership with a passion for the wider community Supportive mentorship from senior practitioners with a genuine heart for people.”
“Enjoyed vision and mission. Given great support by management Is very outward focused towards community. Great perks and flexibility in the work place ”
“The organisation values its team members and there is a strong team spirit.”
“All managers and CEO are very approachable to talk through any issues and come upwith ways to support.”
https://www.hbnc.com.au/work-with-us
Operations- Venue Hire Operations- Venue Hire
Annual Impact Report 2024/25
Community use of our hubs as meeting spaces for activities has continued to increase throughout the last year across all sites.
2,472 12,814 3,428 1,471
Venue Hirer Feedback
“Thank you to the Team for being a delight to work with They showed their care about our event, and we had such a big turn out...some of that I’m quite sure was thanks to the promotion of the event through HBNC. What a beautiful community Centre with functional spaces, and great facilities"
385
“A big thank you to Amanda and the team at HBNC - the venue was perfect for our community event and appreciate all of the help along the way!”
“Thanks so much for providing a stellar venue in Hervey Bay, we will certainly be looking to utilise your space again in the near future.”
"Our experience so far for venue hire has been amazing The booking calendar is very easy to use Amanda (who I normally communicate with) is amazing and provides amazing customer service The venue is clean and tidy. Our training loves the venue We are thrilled with the service so far "
For information on venue hire visit: https://www.hbnc.com.au/Pages/Category/venue-hire
Operations- Marketing
Annual Impact Report 2024/25
Marketing remains one of the biggest ways HBNC shares information on programs, activities and news with community
Social Media on our Facebook pages remains the number 1 way people engage with HBNC for information, followed by our website and weekly newsletter
This year, HBNC’s reach on this platform increased by 53% to now connect with 281,704 people.
HBNC website also engages community in information, events and support with 155,347 reached through our website www.hbnc.com.au
Marketing Story
43,793 3,979 350,871 155,347 487
HBNC’s annual Gratitude Report to our donors and sponsors was launched again in February this year The annual Gratitude Report showcases all of the projects and initiatives implemented with the help of our business and community sponsors across the region and highlights the impact our community partnerships have For the first time this year, we also held a thank you morning tea for our superhero sponsors and donors at the Urangan Wellness Centre as part of the launch of the report
Social Shift Institute
Social Shift Institute
Annual Impact Report 2024/25
The Social Shift Institute is a new initiative of HBNC, established to drive innovation, research, and community development.
In 2025, the Institute continued its delivery of the Community-led Support Fund in the Hinkler region, in partnership with the Department of Social Services
Throughout the year, Social Shift released several key publications, including the State of AOD 2024 Report, State of Youth 2025 Report, and the Building Better Communities Workbook
The team also facilitated a range of workshops focused on placemaking, grant writing, and youth development highlighted by the Fraser Coast Youth Futures Forum
$2.4M 74,120 31 3
Community Development Community Development
Annual Impact Report 2024/25
HBNC’s Community Development services aim to implement projects, events and resources that respond to community needs.
This year, we have delivered four projects, six community events, and one resource Highlights have included the Christmas Lights Wonderland, now an annual event at the Botanic Gardens every December, the quarterly Interagency connecting community services sector with the latest information, the Waste to Art youth workshops, and the Giant Easter Egg Hunt over the Easter school holidays.
Community Development activities are funded by the QLD Department of Treaty, Aboriginal & Torres Strait Islander Partnerships, Communities and the Arts.
What we did
Local Learning Network Local Learning Network
Annual Impact Report
2024/25
Local Learning Network (LLN) delivers free or low-cost workshops that foster community connection, build skills and create opportunities. Designed for vulnerable people and priority groups in community, LLN promotes social inclusion, mental wellbeing, intergenerational learning and innovation- helping people overcome barriers to employment and access education, networks and digital technologies
LLN is part of the LIFT Program and is funded by the Federal Department of Social Services.
Client Story
A young woman came to LLN She was recovering from a serious car accident that left her with limited mobility and reduced confidence in physical activity She faced both physical and emotional challenges, including difficulty with movement, low self-esteem, and disconnect from her body during recovery
The young woman attended Mindful Movement Yoga Expo hosted by LLN and participated in a chair yoga session designed to support individuals with limited mobility through gentle, accessible movement.
After attending, the young woman experienced a renewed sense of achievement and connection with her body The session booster her confidence and emotional wellbeing, helping her feel like herself again
Read Bears Program Read Bears Program
Annual Impact Report 2024/25
Read Bears is a reading & wellbeing program for Year 1 students aged 6-7 years old. Read Bears uses an intergenerational community development model connecting older people to knit Read Bears and younger people, bringing communities together through the shared goal of nurturing a love of reading. We partner with primary schools across Queensland to implement the program Children take their bear home and are tasked to read to them every night for school term Read Bears inspires children to read, increase their frequency of reading, improve reading confidence, as well as engage families to read together In 2024, we delivered Read Bears for its 6 year. th
Read Bears is self-funded by HBNC.
What we did 62%
612 7,998
How much we helped 85% Our Social Impact $2.7M
Read Bears Feedback
Throughout the term, the feedback about Read Bears has been very positive. The bears have served as a comforting presence, especially for students who may feel anxious or reluctant about reading.
A sister told that her little sister in Year 1 does everything with her bear
Kids loved the experience and continue still reading with their bear
Some students went to sleep with their bear.
Some students are still bringing along their read bears to school each day to join in with the class reading
Some children took their bears to their grandparents or other family members houses to share their love for reading
Pitch Night
On 29 October 2024, HBNC hosted the Social Innovators Pitch Night, sponsored by Metlen Energy & Metals A total 13 pitches were presented, with the winner of the Judges Award going to the Pop-Up Health Clinic- Danny Mattsson from Rotary Sunrise Hervey Bay
The Pop-Up Health Clinic was delivered on 18 December 2024 at the Hervey Bay Community Centre from 1pm-6pm
Pop-Up Health Clinic: Health issues leading into Christmas cause a backlog in ED and closure of GPs during this time making it difficult to access health services The Pop-Up Health Clinic provided support to vulnerable people who cannot afford to access services
Client Story 1
QClinic were searching for a particular person for a few weeks in terms of getting them a progress check on their health. This particular client was in attendance at Comfort Kitchen on Pop-Up Health Clinic night and was able to get the check in consultation they needed QClinic were grateful they could get this done after weeks of searching for this person
Client Story 2
A client with high level disabilities and in desperate need of dental care was able to consult with the dentist and discuss future visits. This client also had a high fear level of going to the dentist and for them to speak to the dentist on site was an amazing step forward
Performance & Quality Performance & Quality
Annual Impact Report 2024/25
HBNC actively encourages our team to innovate and come up with new ideas and ways of doing things. Over the last year, staff have implemented a total 205 continuous improvements, with the best innovations being winners of our monthly Ms G Innovation Award Ms G (the giraffe) symbolises those who ‘stick their necks out’ to help improve the ways we support people and community.
What we did
Innovation Winners
Appendix ASocial Values Report
24-25
$123.3M In social value to community
Our Social Impact
This year, we were able to gather more client outcomes data that enabled us to measure the social outcomes values of more programs than last year As a result, HBNC’s social value to community has increased significantly The Australian Social Values Bank calculator has enabled us to perform a cost benefit analysis of our client outcomes vs the funding we have received The ASVB utilises 63 different social values related to all aspects of Australian life These values are derived from Australian data-sets, using an approach called Wellbeing Valuation. These methodologies are considered best-practice and are globally endorsed across the OECD. This year’s HBNC analysis shows that some social values are worth significantly more including commenced education & obtaining employment, access to free meals programs, increased sense of personal safety and meeting friends regularly.
HBNC Social Value Totals 24-25
Hervey Bay Neighbourhood Centre Inc.
Total Combined Net Benefits (with deadweight adjustment)
$123,339,262
Total Combined Primary Benefits (with deadweight adjustment $129,282,893
Total Combined Secondary Benefits (with deadweight adjustment) $919,996
Total Benefit (with deadweight adjustment)
$130,202,888
Total Cost $5,296,008
Total Cost (adjusted for Opportunity Cost & Optimism Bias)
