You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 level or pay band in the Federal service that includes performing the following duties: overseeing technical work concerned with processing and transferring incoming calls; performing duties of emergency 911 operator; maintaining constant state of readiness for responding to medical and behavioral codes, intrusion, fire alarms, panic alarms, and other telecommunications equipment; distributing work assignments; coordinating work; providing ongoing training and guidance on implementation of regulations; serve as the first point of contact for customer service; respond to the needs of customers while supporting the VA mission; communicate and treat customers in a courteous, tactful, and respectful manner; assist the Supervisor assuring that coverage is provided 24 hours a day, 7 days a week, 365 days a year, including holidays; and perform clerical duties including but not limited to, typing documents on the computer, record keeping, quick reference guides, on-call schedule, cascade call-back list, time keeping duties, and ordering supplies. Education cannot be credited without documentation You will be rated on the following Competencies for this position: Attention to Detail Customer Service Flexibility Integrity/Honesty Interpersonal Skills Reading Comprehension Self-Management Stress Tolerance Teamwork Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social).