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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.

Common reasons why employees and their household members use the service:

• Manage stress
• Enrich your relationships
• Build coping skills
• Mitigate harmful thoughts
• Managing every day responsibilities- home improvements, consumer information, event planning, travel, etc.

• Improve sleep
• Build a support system
• Better balance work and life
• Boost emotional health
• Education and Academics

•Alcohol/Substance use
• Parenting and childcare resources
• Manage mood swings
• Process trauma or grief

• Legal and financial guidance and more!


Get Started

Call Magellan Health at 1-800-888-6332 - 24/7/365

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 -  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.

Read the program 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 Self Care - myStrength

The  myStrength app and web portal helps employees and their household members address emotional concerns such as anxiety, stress, depression, substance use, pain, sleep and more. In-app coaching and interactive, self-paced programs matched to users’ individual preferences optimize the experience.

Key features
• Leading-edge technology, with machine learning to personalize the user experience
• Interactive, self-paced programs matched to individual preferences
• Self-monitoring to track mood, sleep, stress and goals
• In-the-moment tools for coping with daily situations
• 30+ life topics including caregiving, substance use, chronic conditions and LGBTQ, regularly updated to reflect current events (e.g., COVID-19 and racial tensions)
• Over 1,600 activities to help individuals live their best lives
• Access to expert coaches for direction and assistance
• Available via web and smartphone/tablet app at no cost for your employees and their household members

How to get started:

  1. Login to your Magellan Ascend account (instruction to register above under 'Get Started')
  2. In the Explore section, click on the “Self- Care Programs” icon. Or, in the Your Apps section, click on the “myStrength” icon.
  3. Follow the instructions to access the myStrength website. Once you are on the myStrength website, you will take a short quiz to get your customized program. As you participate in programs and activities, the myStrength engine will provide personalized recommendations for continued learning. You can also choose to work with a coach who can help you navigate the programs and suggest next steps.


Work and Life Concierge Services

Through a partnership with LifeCare, Magellan will connect you with worklife specialists that will research support information and service providers in many areas of daily life, saving you time and money.  Including childcare, schooling and parenting needs, eldercare, academics, home improvement, travel planning and more.  Under the worklife umbrella of benefits you have access to free consultations and resources with financial coaches for things like; budget planning, debt and credit management, college and retirement planning, taxes, loan and mortgage assistance. In addition to all of this, you have ID Theft services and access to attorneys for Legal Services consultations and resources.

Emotional Health Resources Provided by Magellan Health

For additional resources to help you manage through the pandemic, visit our Employee and Family Well-being Resources: COVID-19 webpage.

Coping through the Pandemic  Supporting Others  Depression Suicide Awareness Domestic Violence
  Managing Anxiety about the COVID Vaccine Tips to Strengthen Your Mental Health During the Pandemic Building Your Resilience During the Second Wave   Seasonal Affective Disorder Depression   Suicide Prevention Suicide Stats 5 Steps to Suicide Prevention   Domestic Violence  




Behavioral Health Services through your BH HNE Medical Plan

COVID-19 Plan Provisions:

In an effort to provide access to care, effective through March 31, 2021 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 & HR

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.


Management Consultations

Your WorkLife and EAP Support program offers help for a variety of challenges including anxiety, critical incident response, depression, grief, management 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 Services Support (WSS) team can be used to help you as a manager  assist your staff as they navigate through the ups and downs of life. 


Managers can call for a confidential management consultation on how to approach team dynamics or individual concerns including;
•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
•Providing guidance on how to communicate a performance issue to an employee
•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 Services 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.

Contact Workplace Support Services - Magellan's staff of licensed clinicians are available 24/7- call 1- 800-888-6332.  Select option for Managers/HR.


Critical Incident Response (CIR)

When a traumatic event occurs CIR services can help minimize the long-term effects on staff and the organization.  A CIR counselor helps 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 department’s individual circumstance and department needs. 

What the CIR Team Does
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. 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.  

To Access the CIR Service
The first step is to consult with you on what happened and assess the situation. Contact Magellan at 1-800-888-6332, option Management/HR. Magellan will coordinate with Baystate’s Sr. EAP Consultant.  Then, Baystate’s EAP Consultant will contact you and work directly with you to determine and deliver the type of support will best meet your department’s needs.  
When you call Magellan, understandably, you may not have all of the detailed information at the time of the first call, but the team will 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)

COVID-19 Emotional Support Response for Teams- Through Baystate's Internal EAP Consultant

This is a form of CIR for intact work teams that provides opportunities to learn coping skills as well as discuss challenges that are impacting team function. An overview of resources can be provided, along with skills for relaxation, meditation, coping, and team-based emotional support will be used. The Sr. Consultant will work with the Manager/HRBP to develop an agenda that will work best for the team.
This service is provided directly by Baystate’s Sr. EAP Consultant, Annabel Hallgren and requests for this level of support would come through the manager/leader of the department, or in partnership with the HRBP.  All teams are eligible for this service, whether frontline staff or non-clinical. The service is delivered to the department via a virtual group meeting format. Contact Annabel Hallgren, LMHC, at (413) 209-7468 or email  Managers/HRBPs should reference that are interested in "emotional support for their team."

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 2021 manager webinars