My GS is ASD/ADHD with complex learning difficulties. In September 2017 he started Senior school who assured the LEA and his parents that they could cope. In March this year they announced that he "failed to meet the criteria for secondary school education" This comes after a catalogue of failures by the school in his care and support, (non existant). His Education and Health Care Plan, a legal hard won document, sat gathering dust in an office. None of his teachers knew of its existence!
Following the meeting in March, placing my GS in a specialist school was considered a matter of priority. As of today, 3 months later, we are still waiting, the school is still failing him and his anxiety and stress levels are off the scale.
Like the boy in this post, he has "meltdowns" at home. School which he used to enjoy, is now extremely stressful.
It is highly likely that this boy and his parents are going through a similar experience. As with my daughter, a simple smile, good morning and/or a quick chat is often enough to tell the boy, and his parents, that others are not condemning them and that they are not isolated.
In all honesty, that is all you can do, and is often more than enough unless you are a professional or experienced in the education/special needs field.