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WorkLife and EAP Support

WorkLife and EAP Support Program

Baystate Health has expanded and enhanced our EAP and Worklife Services for all employees, their dependents and household members. These expanded services are offered by Magellan Health, a preeminent provider experienced in support for healthcare organizations like ours. These confidential services staffed with master’s level clinicians and online resources are available 24/7 at no cost to you. Learn how to get the most out of your new program by viewing this 35 minute video orientation. Print the overview flyer to take home and share with your family.

Get Started

Call Magellan Health at 1-800-888-6332

Visit and create an account:
1. Select Find My Company/LogIn
2. Select the tab Log In
3. Next to “Don’t have an account?” select “Sign up”
4. Complete account registration form
5. Select Get Started

Core services


Get the help you need in a convenient, confidential, safe and non-judgmental environment.  Call 800-888-6332 whenever you need support.  Every call is answered by a master's level licensed clinician who listens to your concerns and connects you with the resources to best meet your needs.  Clinicians are available if you are in crisis and have immediate concerns to address.  You and your dependents and household members each have up to 6 counseling sessions per issue/concern per year and concierge service for appointment scheduling. The first time you call about counseling, a Magellan staff member will offer to take your information and contact providers directly to find the first available appointment for you.

If you seek to continue your counseling, after the 6 sessions, behavioral health visits are covered through your BH-HNE medical plan.  If you are covered by another health insurance carrier, contact them directly to ask about your behavioral health coverage.  See below for information on the medical plan.

You can choose to meet with:

Local Counselors in the Community -  Choose from a network of licensed professionals trained to help with common challenges such as stress, anxiety, grief, marital/family relationship concerns, parenting, addictions and more. Counseling sessions are solution-focused; they can help you better understand challenges and determine helpful next steps to move forward. Phone/video sessions are available with most community providers, during COVID-19.

Virtual Therapists through BetterHelp -  Starting on June 1 and in direct response to the changing needs of how people access support for their emotional health, Magellan Health has partnered up with BetterHelp, the largest online counseling platform worldwide, providing access to licensed, trained, experienced, and accredited psychologists (PhD / PsyD), marriage and family therapists (LMFT), clinical social workers (LCSW / LMSW), and board licensed professional counselors (LPC) for the entire family – individuals, couples and teens (with parental consent and in accordance with applicable law and clinical appropriateness). Virtual therapy is therapy that takes place via a mobile device or computer, allowing you to get help when and where you need it.

Virtual therapy is provided in addition to the in-person and telehealth counseling options you already receive. You and our household members can access therapy quickly – typically within 24 hours – and there are four modalities to choose from:

How does BetterHelp work?
• Call Worklife and EAP Support at 800-888-6332  to speak with a clinician who will refer you to BetterHelp, if appropriate, depending on your unique situation.
• You will receive an email with a unique link that will take you to a questionnaire.
• Complete the matching questionnaire and submit it on the BetterHelp platform.
• Typically, you can begin communicating with a provider within 24 hours of completing the questionnaire.

Learn More: Check out this introduction video: Magellan Health – How BetterHelp Works and read the FAQs.



For milder concerns, coaching is available by on-staff Magellan clinicians, to help you  meet goals using coaches to help you stay when you have a goal to achieve. Coaching is unlimited and not a part of the 6 session/issue/year limit of Counseling.      

Digital programs and apps

When it comes to your emotional health, online programs help you learn and practice skills so you can feel better on your own time. These self-guided DCBT programs are confidential and address anxiety, insomnia, chronic pain, depression, obsessive compulsive disorder,  and substance use disorder .

FearFighter® -Anxiety, Panic, and Phobia
MoodCalmer - Depression and Low Mood
Restore® - Insomnia and Sleep Problems
Comfortable® -Chronic Pain
OCFighter Obsessive Compulsive Disorder
Shade -Addiction: Alcohol/Drug Use

WorkLife Balance Services

Save time and money with specialists who research service providers in many areas including childcare, adult care, education, home improvement, travel planning and more.

Financial Services (& Legal)

Access to free consultations and resources with financial coaches; budget planning, debt and credit, college and retirement planning, taxes, loan and mortgage assistance.  This also includes ID Theft and Legal Services free consultations and resources.

Common examples of why people use WorkLife and EAP Support

• Manage stress
• Enrich your relationships
• Build coping skills
• Mitigate harmful thoughts
• Improve sleep
• Build a support system
• Better balance work and life
• Boost emotional health
• Alcohol/Substance use
• Enhance parenting skills
• Manage mood swings
• Process trauma or grief





Behavioral Health Services through your BH-HNE Medical Plan

COVID-19 Plan Provisions:

In an effort to provide access to care, effective through December 31, 2020 Baystate Health will cover telemedicine by any provider, in-network or out-of-network, for any condition including behavioral health, at no cost to the member.

Behavioral Health Visits through your BH-HNE Medical Plan

All Baystate Health team members who are enrolled in either one of the BH-HNE medical plans, also have access to licensed therapists and psychiatrists in the local community.  To access therapists and locate those that are accepting new patients, visit  Once on the site: Select: "Members" and scroll down to "Provider Search".
Select: "Find a Health New England Provider" 
Provider Network: Select "Self-Funded (ASO) PPO" 
Specialty:  Search on; Cognitive Behavioral Therapy, Licensed Marriage and Family Therapist, Licensed Mental Health Counselor, Marriage and Family Therapy, Narrative Therapy, Outpatient Mental Health Services, Psychology-LICSW, PhD, Psychiatry, Substance Abuse

The cost:  If enrolled in the Baystate Advantage Medical Plan, there is no deductible for outpatient or inpatient behavioral health, and a $25 copay.  If enrolled in  the Baystate HSA Medical Plan, you pay the full cost until your deductible is met. Once met, you pay 10% coinsurance.  See the 2020 BH Medical Plan Summary Cost Summary.

Behavioral Health Visits through Teladoc

All Baystate Health team members who are enrolled in either one of the BH-HNE medical plans, also have access to licensed therapists and psychiatrists across the nation, through Teladoc.  Teladoc is a telemedicine service that provides access to a large variety of licensed healthcare professionals, including licensed therapists, psychologists and psychiatrists by web chat (preferable), phone, or mobile app.  Once you log into the Teladoc site, you answer a few questions about your needs and preferences and are presented with a listing of available therapists, along with their bios. You select your preferred appointment dates and times and in most cases appointments are made within 72 hours.  For continuity of care, you can continue with the same therapist.  The cost:  If enrolled in the Baystate Advantage Medical Plan, there is no deductible and a $25 copay/visit.  If enrolled in  the Baystate HSA Medical Plan, you pay the full cost until your deductible is met. Visits range in cost from: LICSW $80 - Psychiatrist $160/visit. Once the deductible is met, you pay 10% coinsurance. See the 2020 BH Medical Plan Summary Cost Summary.

Get Started with Teladoc
1. Activate Your Account: Be ready when you need care by activating your Teladoc account now. Select Get Started.   Enter your medical history information. 
2. Request an Appointment:  By phone at 1-800-Teladoc (835-2362), or log in online or request your appointment via the mobile app.  Most appointments occur within 3 days of your request. 

Manager Support

Magellan's Workplace Support for Baystate Health Managers  

When you or your staff experience work-related or personal issues, your WorkLife and EAP program offers help for a variety of challenges including anxiety, critical incident response, depression, grief, manager support, relationship issues, stress, substance misuse, work-life services and more. As a manager your role is to support your staff so they can maintain optimal work performance. Accessing the Workplace Support team can be used to help you develop as a manager and also to assist your staff as they navigate through the ups and downs of life.

Support when and wherever you need it

Workplace support consultants are available at any time, day or night. Contact a consultant by calling 1-800-888-6332.
As a manager, you can call your program for a confidential management consultation on how to approach team dynamics or individual concerns including:
• Providing guidance on how to communicate a performance issue to an employee.
• Explaining how to offer assistance in the most productive and appropriate manner.
• Offering suggestions on how to approach a referral and identify important actions to document.
• Discussing options for dealing with a difficult situation.

Assessing the problem

Consultants work with you to assess the seriousness of a problem and to help determine the appropriate level of intervention based on your company’s policies. Levels of intervention range from a basic management consultation to a more structured form of intervention.

Helping managers help their teams

Workplace Support consultants help you as a manager, supervisor or HR representative to address a wide variety of workplace issues. Manager support is a voluntary and confidential program that is a valuable resource to help with many of the situations that your staff may struggle with. Supervisor referrals are not disciplinary measures and do not replace standard policies and procedures for dealing with poor work performance, drug testing, or federal regulations.

Leaders Orientation On Demand Webinar

In this training, leaders will learn the full scope of benefits and specialized services and resources in the new WorkLife and EAP Support program to assist in their roles of supporting employees while facilitating a positive and productive workplace. Learn more about how Magellan's Workplace Support team of trained individuals is available 24/7 to help you respond to a range of workplace issues.  View the orientation here.

Critical Incident Response (CIR)

When your workplace is disrupted by a tragic event, your staff may feel overwhelmed, anxious, unsettled and distracted. Tragedy has many faces, and each experience is unique. Magellan's Critical Incident Response (CIR) team is here to support your staff with immediate and compassionate help, any time—day or night.

What the CIR team Does:
When a traumatic event occurs, CIR services can help minimize the long-term effects on staff and the organization. Magellan's centralized, dedicated team of specialists are clinical professionals specially-trained to handle sensitive situations.  The team is available 24 hours a day, 365 days a year, and has an average of 17 years of experience.
CIR counselors help staff process and cope with the emotional and physical impacts of a traumatic event by fostering their natural resilience, coping skills and strategies.  A broad range of services are available, and they are deployed according to your organization’s unique needs. Services include Psychological First Aid (PFA), Management Consultations, group and individual support to affected staff members and telephonic crisis support. Services are confidential and provide staff members with the resources and support they need to manage potential stress and return to their regular lives.
How CIR Works
The first step is to consult with you on what happened and assess the situation. Once the situation is assessed and a plan of action is developed, Magellan will send a counselor to your work site within an appropriate and agreed upon period. The counselor will conduct an onsite structured intervention to help manage the incident, when appropriate, and be available to management and individual staff members as needed.
What to Do When a Traumatic Event Occurs
When the organization or a department experiences a crisis or traumatic event, give Magellan Health a call at 800-888-6332.  While you may not have all of the detailed information at the time of the first call, Magellan does need specific information to assess the impact on your staff and to recommend the best response.  Questions to expect include:
• Contact information (name, title, phone number)
• Description of incident and affected staff
• Address of site or sites affected
• Date(s) and time(s) for requested onsite services
• Preferences (for example a specific provider)
• Number of staff affected
• Special needs, i.e., language, accessibility, etc.
• Any individual staff member concerns
• Impact on work performance
• Media involvement
• Types of interventions requested (group/individual/management consultation)
Please note: Magellan makes every effort to secure a counselor to come to your worksite at the requested date and time. Providing as much notice and details as possible helps to ensure fulfillment of your request.
What Happens Next
• Magellan will secure a CIR counselor.
• You will receive tip sheets with information on how to cope with traumatic incidents to share with your staff.
• The counselor will contact you to confirm details.
• Staff can contact your program if they would like to speak to a clinician prior to the arrival of the CIR counselor.

Manager's Program Guide

This guide outlines the services available to you as well as those you can recommend to your staff. Additionally it explains how and when to make more formal types of referrals to the service.  Download the Manager's Program Guide.

Newsletters and Articles- Leading during a Crisis

For many managers, the coronavirus pandemic is a disruption unlike any other in recent times. Baystates Talent Management team has created the Manager Response Kit, which contains articles and resources and provide managers with timely information as the situation unfolds.  Numerous articles are available for reference regarding leading during the pandemic, managing remote teams, managing and mitigating bias etc. This information can be found on the The HUB> Talent Management


Register for the 2020 manager webinars


Managing the Unexpected: Responding to Workplace Crisis 
Wednesday, June 24, 2020 | 2:00 - 3:00 p.m. ET 
In this webinar, we will identify types of workplace crises, the value of a Critical Incident Response for staff, management and the organization as well as discuss the recovery process for staff and the organization. We will also learn how to plan for staff to return to work after a crisis and anniversary date considerations. 

Mental Health, Substance Use and Suicide Prevention Awareness for Leaders
Wednesday, September 23, 2020 | 2:00 - 3:00 p.m. ET
In this webinar, we will learn the facts, as well as the warning signs, of mental illness, substance use, suicide and work performance concerns. Learn how to help and  respond to mental health issues, substance use, work performance concerns and emergency situations and receive additional information on manager, supervisor and human resource responsibilities and specialized resources.

Responding to Negativity and Anger in the Workplace 
Wednesday, December 2, 2020 | 2:00 - 3:00 p.m. ET 
In this webinar, you will learn to identify common characteristics and behaviors of negative and angry staff and understand the importance of intervention, especially for leaders. Learn tips and strategies for combating negativity and anger and receive additional helpful resources.