Vulnerability Specialist Training

⁠⁠⁠In October 2025, the Australian Taxation Office (ATO) published its Vulnerability Framework, which sets out the organisation’s commitment to better supporting people experiencing vulnerability. The Framework provides a principle-based guide to how the ATO listens, communicates and engages while remaining within legislative requirements.

The ATO is seeking one or more suitably qualified and experienced suppliers to design, deliver and evaluate specialist vulnerability training that will build staff capability and confidence to implement the Vulnerability Framework consistently and safely. The training will support the ATO to meet its commitments to government and community, reduce the risk of harm to people experiencing vulnerability and support the wellbeing of ATO staff undertaking work.

The ATO may engage one supplier to deliver all components of the Requirement, or multiple suppliers delivering distinct components, cohorts or delivery modes, depending on capability, capacity and value for money.

Purpose and Scope

The purpose of this procurement is to establish specialist vulnerability training solutions that strengthens judgement, confidence and capability for ATO staff who regularly manage interactions which may include complex, intersecting or high risk vulnerability.

The scope includes the design, delivery and evaluation of a scalable specialist learning solution tailored to the ATO context.

This procurement forms part of a broader, layered ATO approach to building capability to support people experiencing vulnerability, so they are better able to engage with the tax, superannuation and registry systems. The ATO’s layered capability approach includes:

• Mandatory training

• Enterprise wide training establishing baseline awareness and obligations in relation to vulnerability.

• Foundation training

• Role relevant foundational capability supporting recognition of vulnerability and appropriate referral.

• Specialist training

• intended to build stronger judgement, confidence and applied capability for staff who regularly engage with clients experiencing complex, intersecting or high risk vulnerability.
• supports sound, consistent decision making and client interactions that promote fair outcomes and foster trusted participation in the tax, superannuation and registry systems.

This Statement of Requirement focuses exclusively on the ‘Specialist training’ element and assumes that awareness and foundation level learning has been completed.